Nursing Management

Nursing Management

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The third theory postulates that the service transaction is a process, not a fixed entity; for this reason, the customera#39;s evaluation of satisfaction does ... The premise of theory3 is somewhat similar to what Albrecht and Zemke describe as the aquot;moment of truth. ... chain of experience, you will likely erase from the patienta#39;s mind any other good experiences he or she may have had before the encounter with you.

Title:Nursing Management
Author: Montague Brown
Publisher:Jones & Bartlett Learning - 1992

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