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Examining Readmissions through the Zone of Tolerance Theory
Gary Hackbarth1, Kirk Fiedler2
1a Department of Management and Healthcare Administration, Langdale College of Business Administration , Valdosta State University , Valdosta , GA , USA.
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.
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