Week 3 Discussion – Employees as Internal Customers
Discussion Topic
Think about an experience that you, as an employee, have had in an organization that either did, or did not, recognize you as an internal market/customer. Discuss the experience and cite examples from the readings.
As a health care consumer, describe a time when you noticed that employees either were or were not viewed by leadership as internal customers. Cite examples from the readings to support your experience.
As a health care consumer, what does quality mean to you?
Describe an innovation in health care that you have used, or are likely to use in the future, and explain why.
Do you consider yourself a passive or active health care consumer, and why?
Read:
- Play Week 3 Overview PowerPoint (embedded below)
- Rising consumerism: Winning the hearts and minds of health care consumers http://dupress.com/articles/consumerism-health-care/
- Hochbam, Kegels, Rosenstock, Health Belief Model, available online at: https://www.utwente.nl/en/bms/communication-theories/sorted-by-cluster/Health%20Communication/Health_Belief_Model/
- Violeta, Rădulescu, Cetină Iuliana, and Barbu Andreea Mihaela. “Improving Quality Strategies In The Health Services Marketing.” Annals Of The University Of Oradea, Economic Science Series4 (2008): 1159-1163. in Course Resources>eReserves
- Online Text: Core Concepts in Marketing
- Chapter 2, pgs. 27 – 33
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