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TOP MANAGEMENT'S PERCEPTIONS OF SERVICE EXCELLENCE AND HOSPITALITY: THE CASE OF DR. P. PHILLIPS HOSPITAL
- Date Issued:
- 2008
- Abstract/Description:
- This study investigated service excellence and hospitality in a healthcare setting. It is unique from other hospitality research in that it considers hospitality and service excellence as separate concepts, applicable across industries. Part of the premise of this study explores how hospitality extends past service excellence to create a comfortable and welcoming environment to combat patient anxiety and stress. Furthermore, this is one of the first qualitative studies on the importance of service excellence and hospitality in the healthcare industry. This case study measured top management's perceptions of service excellence and hospitality within one community-based hospital located in Orlando, Florida. The researcher conducted one-hour interviews with twelve leading managers to gain their opinions of service excellence and hospitality within their organization. Consistent with a thorough review of literature, three conclusions were revealed: 1) there is a strong, but mixed, top management commitment to service excellence and hospitality throughout organization; 2) the terms "service excellence" and "hospitality", when used, were discussed interchangeably as if the two theories were equivalent; and 3) External barriers to the patient experience that were identified included improvement of technology, increased consumerism, quality regulations, and workforce deficits. Internal barriers to the patient experience include communication and inconsistency. The research provided implications to healthcare organizations that are looking to implement practices of hospitality and service management to improve service delivery. Additionally, the study of hospitality outside the industry offers ideas of improvement for hospitality management and organizational researchers. It can also be used as a foundation to formulate additional studies in the area of service excellence and hospitality within the healthcare field, as this research is limited to only top management's views.
Title: | TOP MANAGEMENT'S PERCEPTIONS OF SERVICE EXCELLENCE AND HOSPITALITY: THE CASE OF DR. P. PHILLIPS HOSPITAL. |
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Name(s): |
Aiello, Taryn, Author Severt, Denver, Committee Chair University of Central Florida, Degree Grantor |
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Type of Resource: | text | |
Date Issued: | 2008 | |
Publisher: | University of Central Florida | |
Language(s): | English | |
Abstract/Description: | This study investigated service excellence and hospitality in a healthcare setting. It is unique from other hospitality research in that it considers hospitality and service excellence as separate concepts, applicable across industries. Part of the premise of this study explores how hospitality extends past service excellence to create a comfortable and welcoming environment to combat patient anxiety and stress. Furthermore, this is one of the first qualitative studies on the importance of service excellence and hospitality in the healthcare industry. This case study measured top management's perceptions of service excellence and hospitality within one community-based hospital located in Orlando, Florida. The researcher conducted one-hour interviews with twelve leading managers to gain their opinions of service excellence and hospitality within their organization. Consistent with a thorough review of literature, three conclusions were revealed: 1) there is a strong, but mixed, top management commitment to service excellence and hospitality throughout organization; 2) the terms "service excellence" and "hospitality", when used, were discussed interchangeably as if the two theories were equivalent; and 3) External barriers to the patient experience that were identified included improvement of technology, increased consumerism, quality regulations, and workforce deficits. Internal barriers to the patient experience include communication and inconsistency. The research provided implications to healthcare organizations that are looking to implement practices of hospitality and service management to improve service delivery. Additionally, the study of hospitality outside the industry offers ideas of improvement for hospitality management and organizational researchers. It can also be used as a foundation to formulate additional studies in the area of service excellence and hospitality within the healthcare field, as this research is limited to only top management's views. | |
Identifier: | CFE0002311 (IID), ucf:47837 (fedora) | |
Note(s): |
2008-08-01 M.S. Rosen College of Hospitality Management, Rosen College of Hospitality Management Masters This record was generated from author submitted information. |
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Subject(s): |
service excellence hospitality case study healthcare qualitative research |
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Persistent Link to This Record: | http://purl.flvc.org/ucf/fd/CFE0002311 | |
Restrictions on Access: | public | |
Host Institution: | UCF |