{"text_format":"2","workbook":"xls","n_sheets":1,"sheets":["report2"],"not_rendered":{"charts":0,"images":0,"macros":0,"external_links":1,"defined_names":2,"comments":0,"pivot_tables":0},"unopened":[],"bounds":{"document_bytes":16777216,"sheet_cells":100000,"run_cost":"one","rows_first":2000,"rows_last":500,"rows_between":2000,"halvings":0,"cell_chars":16384,"cell_head_chars":4096},"cells_cut":0,"cells_raw":0,"read":"whole","date_system":"1900","formulas":"cached_only"}

{"sheet":"report2","index":0,"n_rows":53,"n_cols":5,"rows_kept":53,"cut":false,"hidden":false,"merged":[[0,2,0,3],[0,4,0,5],[1,2,1,3],[1,4,1,5],[2,2,2,3],[2,4,2,5],[3,2,3,3],[6,2,6,3],[7,2,7,3],[8,2,8,3],[9,2,9,3],[10,2,10,3],[13,2,13,3],[14,2,14,3],[18,2,18,3],[26,2,26,3],[26,4,26,5],[27,2,27,3],[27,4,27,5],[28,2,28,3],[29,2,29,3],[37,2,37,3],[38,2,38,3],[39,2,39,3],[40,2,40,3],[41,2,41,3],[44,2,44,3],[45,2,45,3],[49,2,49,3]],"flags":["formulas_cached_only"]}
[null,"1.","Record Nr.",null,"UNINA9910459815503321"]
[null,null,"Autore",null,"Baird Kristin"]
[null,null,"Titolo",null,"Customer service in health care : a grassroots approach to creating a culture of service excellence / / Kristin Baird"]
[null,null,"Pubbl/distr/stampa",null,"San Francisco : , : Jossey-Bass"]
[{"$nulls":4},"Chicago : , : Health Forum, , [2000]"]
[{"$nulls":4},"©2000"]
[null,null,"ISBN",null,"1-119-02031-X"]
[null,null,"Descrizione fisica",null,"1 online resource (179 p.)"]
[null,null,"Collana",null,"J-B AHA Press"]
[null,null,"Disciplina",null,"362.1/068"]
[null,null,"Soggetti",null,"Medical care - Customer services"]
[{"$nulls":4},"Patient satisfaction"]
[{"$nulls":4},"Electronic books."]
[null,null,"Lingua di pubblicazione",null,"Inglese"]
[null,null,"Formato",null,"Materiale a stampa"]
[null,null,null,"Livello bibliografico","Monografia"]
[null,null,null,"Note generali","Description based upon print version of record."]
[null,null,null,"Nota di bibliografia","Includes bibliographical references and index."]
[null,null,"Nota di contenuto",null,"Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence; Contents; List of Figures and Tables; About the Author; Preface; Acknowledgments; Chapter One: Why Customer Service?; What Are the Standards of Behavior?; The Golden Rule with a New Twist; Expectations Are Higher in Health Care; The Direct and Indirect Costs of a Bad Experience; A Look at Revenue Loss; What Reputation Can Do; Don't Just Satisfy Them, Get Them Talking!; Satisfaction or Excellence?; What Would You Like Them to Say about You?; Customer Service as It Relates to Business Development"]
[{"$nulls":4},"SummaryReferences; Chapter Two: Setting Your Course-Senior Leadership Takes the Wheel; Top-Down Communication; Articulating Core Values; Articulating Organizational Values; What Message Have You Given Managers?; Leadership Skills Assessment; Do You Have the Right People in Management?; Leading toward a Corporate Culture of Service Excellence; Making Sure All the Leadership Team Are on the Same Page; Today's Health Care Managers; Mentor, Monitor, and Measure; Clarify What Is Expected of Managers; Bottom-Line Results; Reinforcing Positive Behavior; Eliminating Problem Behavior"]
[{"$nulls":4},"It's Not a Program-It's a Way of LifeSummary; References; Chapter Three: Championing Buy-In and Ownership- You Can't Do It Alone; The Customer Service Champion; Creating a Customer Service Team; Lessons Learned from Team Member Selection; Getting Support from "]
[{"$nulls":4},"the Top; Creating a Team Mission Statement; Defining Expectations of Team Members; Ground Rules; Team Goals; Summary; Chapter Four: Where Are You Now?-Establishing Your Baseline; Gathering Baseline Data; Baseline-the Patients' Perspective; Baseline-the Employees' Perspective; Baseline-the Medical Staff's Perspective"]
[{"$nulls":4},"Seeing the Big PictureSummary; Reference; Chapter Five: Creating Meaningful Standards to Live By; Why Create Standards for Customer Service Performance?; Who Should Define the Standards?; Look for Role Models; Make It Their Idea; Focus Group Objectives and Discussion Guide; Conducting Focus Groups; Scheduling the Groups; Extending a Welcome; Setting the Ground Rules; Summarizing the Results; Moving from Discussion to Specific Behaviors; Summary; References; Chapter Six: The Training Sessions-Getting Everyone on the Same Page; Seek First to Understand, Then to Be Understood"]
[{"$nulls":4},"One Size Doesn't Fit All-Understanding Unique Training NeedsManagement Training; Tie the Message to Existing Policy; Keep It Interesting; Rethink the New-Employee Orientation; Corporatewide Training; Make Training Accessible and Diversified; Who Should Be Included in the Training Sessions?; Session Evaluations; Graduating to a Second-Generation Customer Service Team; Summary; References; Chapter Seven: Keeping the Effort Alive; The Real Work Begins; Departmental Action Plans; Make Your Promise Visible; Provide Patient Satisfaction Data; Coach the Coaches; Communication; Employee Newsletters"]
[{"$nulls":4},"Bulletin Boards"]
[null,null,null,"Sommario/riassunto","Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one. Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization. This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and"]
[null,"2.","Record Nr.",null,"UNINA9910819852803321"]
[null,null,"Titolo",null,"Consequential courts : judicial roles in global perspective / / edited by Diana Kapiszewski, Gordon Silverstein, Robert A. Kagan [[electronic resource]]"]
[null,null,"Pubbl/distr/stampa",null,"Cambridge : , : Cambridge University Press, , 2013"]
[null,null,"ISBN",null,"1-107-06529-1"]
[{"$nulls":4},"1-316-09012-4"]
[{"$nulls":4},"1-107-05686-1"]
[{"$nulls":4},"1-107-25557-0"]
[{"$nulls":4},"1-107-05796-5"]
[{"$nulls":4},"1-107-05925-9"]
[{"$nulls":4},"1-107-05573-3"]
[{"$nulls":4},"1-139-20784-9"]
[null,null,"Descrizione fisica",null,"1 online resource (xii, 439 pages) : digital, PDF file(s)"]
[null,null,"Collana",null,"Comparative constitutional law and policy"]
[null,null,"Classificazione",null,"LAW016000"]
[null,null,"Disciplina",null,"347/.012"]
[null,null,"Soggetti",null,"Judicial power"]
[{"$nulls":4},"Political questions and judicial power"]
[{"$nulls":4},"Courts"]
[null,null,"Lingua di pubblicazione",null,"Inglese"]
[null,null,"Formato",null,"Materiale a stampa"]
[null,null,null,"Livello bibliografico","Monografia"]
[null,null,null,"Note generali","Title from publisher's bibliographic system (viewed on 05 Oct 2015)."]
[null,null,null,"Nota di bibliografia","Includes bibliographical references and index."]
[null,null,"Nota di contenuto",null,"Introduction / Diana Kapiszewski, Gordon Silverstein, and Robert A. Kagan -- The politics of courts in democratization : four junctures in Asia / Tom Ginsburg -- Fragmentation? Defection? Legitimacy? : explaining judicial roles in post-Communist \"colored revolutions\" / Alexei Trochov -- Constitutional authority and judicial pragmatism : politics and law in the evolution of South Africa's Constitutional Court / Heinz Klug -- Distributing political power : the Constitutional Tribunal in post-authoritarian Chile / Druscilla L. Scribner -- The transformation of the Mexican Supreme Court into an arena for political contestation / Mónica Castillejos-Araǵon -- Courts enforcing political accountability : the role of criminal justice in Italy / Carlo Guarneri -- The Dutch Hoge Raad : judicial roles played, lost, and not played / Nick Huls -- A consequential court : the U.S. Supreme Court in the twentieth century / Robert A. Kagan."]
[{"$nulls":4},"Judicial constitution making in a divided society : the Israeli case / "]
[{"$nulls":4},"Amnon Reichman -- Public interest litigation and the transformation of the Supreme Court of India / Manoj Mate -- The judicial dynamics of the French and European fundamental rights revolution / Mitchel de S.-O.-l'E. Lasser -- Constitutional courts as bulwarks of secularism / Ran Hirschl -- Why the legal complex is integral to theories of consequential courts / Terence C. Halliday -- Judicial power : getting it and keeping it / John Ferejohn -- Constitutional politics in the active voice / Mark A. Graber -- The might problem continues / Martin Shapiro -- Conclusion : of judicial ships and winds of change / Diana Kapiszewski, Gordon Silverstein, and Robert A. Kagan."]
[null,null,null,"Sommario/riassunto","In the early twenty-first century, courts have become versatile actors in the governance of many constitutional democracies, and judges play a variety of roles in politics and policy making. Assembling papers penned by academic specialists on high courts around the world, and presented during a year-long Andrew W. Mellon Foundation John E. Sawyer Seminar at the University of California, Berkeley, this volume maps the roles in governance that courts are undertaking and the ways they have come to matter in the political life of their nations. It offers empirically rich accounts of dramatic judicial actions in the Americas, Europe, the Middle East and Asia, exploring the political conditions and judicial strategies that have fostered those assertions of power and evaluating when and how courts' performance of new roles has been politically consequential. By focusing on the content and consequences of judicial power, the book advances a new agenda for the comparative study of courts."]