Introduction to Healthcare Service Marketing Management: Building Customer-Driven Health Organisations /Robert Ebo Hinson, Kofi Osei-Frimpong, Ogechi Adeola, Lydia Aziato --The Societal and Healthcare Context /Lydia Aziato, Lillian Akorfa Ohene, Charles Ampong Adjei --Strategic Planning and...

"Customer Service Essentials: Lessons for Africa and Beyond is written with the understanding that successful organizations build a base of loyal customers who provide repeat business and positively influence potential customers. Building positive relationships with loyal customers requires...

"Healthcare delivery and the healthcare industry in the 21st century face a multiplicity of challenges. These include changing disease patterns, more technology-driven health interventions, a more assertive and quality conscious clientele, as well as a rapidly growing for-profit segment of the...