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- W2755338843 abstract "The relationship between readmissions and customer service expectations is examined through the lens of the Zone of Tolerance (ZoT) theory. ZoT theory is expanded to consider the potential conflicting expectations and nature of the payer and patent customer dichotomy of the healthcare industry. The paper will suggest opportunities to influence patient expectations and understanding. It will also present empirical methods for understanding and responding to payer service expectations." @default.
- W2755338843 created "2017-09-25" @default.
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- W2755338843 date "2017-09-15" @default.
- W2755338843 modified "2023-09-26" @default.
- W2755338843 title "Examining Readmissions through the Zone of Tolerance Theory" @default.
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- W2755338843 doi "https://doi.org/10.1080/00185868.2017.1364054" @default.
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