摘要
我国医院在顾客导向方面先后走过了CI和CS阶段,目前正在进入第3个阶段即CL阶段。CL战略有助于医院保持持续发展的健康势头。其应用策略包括培育忠诚员工,借助虚拟人才打造品牌,建立差异化优势,实施感动服务和提高抱怨处理满意度等。
Hospitals in China have passed through CI and CS phase in customer - oriented aspects, and now is entering the third phase which called the CL phase. CL strategy can help a hospital maintain the healthy and sustainable development. Its application strategy includes fostering loyalty employees, creating famous brand with the help of virtual professionals, forming differentiation advantage, implementation of moving services and improving complaint handling satisfaction.
出处
《中国卫生质量管理》
2010年第6期109-110,共2页
Chinese Health Quality Management
基金
南京医科大学科技发展基金项目资助(2010NJMU044)
关键词
CL战略
医院
持续发展
CL Strategy
Hospital
Sustainable Development
