Examining Readmissions through the Zone of Tolerance Theory. Issue 4 (2nd October 2017)

• Record Type: Journal Article
• Authors: Hackbarth, Gary; Fiedler, Kirk
• Is Part Of: Hospital topics. Volume 95:Issue 4(2017)
• Page Start: 100
• Page End: 105
• Publication Date: 2017-10-02
• Subjects: Boxplots -- customer service expectations -- readmissions -- zone of tolerance (ZoT); Hospitals -- Administration -- Periodicals; Hospitals -- Periodicals; 362.11068
• DOI: 10.1080/00185868.2017.1364054
• Languages: English
• ISSNs: 0018-5868

Abstract

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.