Guestology

Week 1 – Discussion 2

Your initial discussion thread is due on Day 3 (Thursday) and you have until Day 7 (Monday) to respond to your classmates. Your grade will reflect both the quality of your initial post and the depth of your responses. Reference the Discussion Forum Grading Rubric for guidance on how your discussion will be evaluated.

Guestology

In this week’s reading, we learned about the challenges of providing service excellence in healthcare. For your assigned service experience components (service product, service setting, and service delivery system): Choose a specific service and answer the four following questions: What options do healthcare organizations have if they wish to enhance the value it provides to their customers? What specific customer service data might be used to assess customer service in your assigned service component? For your selected service, what would be explicit examples of service quality characteristics (Responsiveness, Assurance, Empathy, Tangibles and Reliability)?

Students Whose Last Name Begins with

Total Service Component

A through J

Service Product

K through Q

Service Setting

R through Z

Service Delivery System

Your initial post should be 300 words and excluding the textbook, include at least two scholarly references in APA format.

Guided Response: After reading your fellow classmates posts, critique the examples of service quality characteristics (Responsiveness, Assurance, Empathy, Tangibles and Reliability) of at least two of your peers by Day 7. Include a suggestion for an alternative example of service quality characteristics. Your three required posts must be on three different days of the week.

Respond