Problem Statement
The specific business problem is that leading managers of health care companies lack a precise customer prioritization policy to maintain sustainable clients’ loyalty. The purpose of this quantitative statistical proposed study is to examine the typical flaws in customer service prioritization for health care managers to improve the performance of their organizations.
Customer service prioritization determines largely the performance of any organization Firms that ignore this factor are likely to forfeit clients’ loyalty and suffer significant lost revenues (Wetzel, Hammerschmidt, & Zablah, 2014). Statistics show that the majority of customers do not want to deal with an organization again in case of a negative service experience, which results in the loss of approximately 30% of the business’s profit (Agnihotri, Dingus, Hu, & Krush, 2015). The general problem is that a poor customer service prioritization policy has a negative impact on the organization’s profit.
Meanwhile, there is an opinion that customer service prioritization can be improved by skillful leadership. Some specialists assume that leaders are responsible for developing effective strategies that would motivate the personnel to maintain customers; loyalty (Wetzel, Hammerschmidt, & Zablah, 2014). The relevant issue represents a business-related problem as inefficient customer service influences the incomes of the principal stakeholders. The improvement of customer service is the direct responsibility of a business leader that is in charge of carrying out a reasonable customer-focused policy. On the ground of the analysis of the available statistics and literature, one might assume that that the problem of customer service can be solved with the help of effective leadership.
Purpose Statement
The purpose of this study is to evaluate the influence that leadership has on patient service in healthcare institutions. The object of the relevant research is represented by leading practices used in the community health center based in Miami, Florida and their impact on the quality of customer service. This study may contribute to social change by providing some guidelines for improving customer service in a healthcare center. The generated recommendations may be implemented to improve organizational performs and increase profits.
Nature of the Study
A quantitative method will lead this study because as it is most feasible for collecting precise data and figures essential for the research (Katsirikou & Skiadas, 2010). The quantitative research method has been favored over qualitative and mixed methods because one is determined to rely on statistical evidence as well as to analyze the quantitative correlation between leadership and customer service (Creswell, 2013).
The design of this research is a statistical survey. Statistical surveys are aimed at collecting accurate data from targeted groups concerning a particular problem (Salkind, 2010). This design is appropriate since it addresses the problems of a particular health center and its members. The statistical survey will identify the key problems of customer service management and will help to estimate their interconnection with the leaders’ performance. Other types of research design, such as historical or longitudinal, are considered to be inappropriate. The historical type of research focuses on the retrospective analysis of a certain phenomenon that does not meet one’s goal to examine the current state of things. As to the longitudinal type of research, one of its principal drawbacks is that its employment requires a large sample size (Salkind, 2010).
The data will be collected using questionnaires filled by the leaders of the community health center. Questionnaires are supposed to be the best instruments for data collection because they provide essential details from a large number of people at the same time (Katsirikou & Skiadas, 2010). Additionally, the analysis of questionnaires is relatively simple and time-saving.
Research Question
The major research problem resides in evaluating the impact that leadership has on customer service. One is determined to lay a particular focus on the interconnection between the efficiency of a leadership strategy and the quality of service the staff provides. The research question that drives this study is:
- What strategies do community hospital leaders use to improve the customer service in their organization?
Therefore, one would like to assess the extent of the relation between leadership and customer service, point out the most typical weaknesses in the relevant strategy, and generate effective recommendations for a change.
Interview Questions
- How do the leaders evaluate customer service?
- What do the leaders do in order to improve customer service?
- How do the leaders receive feedback on the quality of service?
- What are the three principal problems that currently exist in customer service?
- What strategies do the leaders use to maintain customers’ loyalty?
- What strategies do the leaders use to attract new clients?
- What motivating practices do leaders employ to make the personnel more focused on the customers’ needs?
References
Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2015). Social media: influencing customer satisfaction in B2B sales. Industrial Marketing Management, 9, 1-9.
Creswell, J. W. (2013). Research design: qualitative, quantitative, and mixed approaches. New York, NY: SAGE Publications.
Kaplan, B., & Duchon, D. (2008). Combining qualitative and quantitative methods in information systems research: A case study. MIS Quarterly, 571-586.
Katsirikou, A., & Skiadas, C. H. (2010). Qualitative and Quantitative Methods in Libraries. Hackensack, NJ: World Scientific.
Salkind, N. J. (2010). Encyclopedia of Research Design. Thousand Oaks, CA: SAGE Publications.
Wetzel, H. A., Hammerschmidt, M., & Zablah, A. R. (2014). Gratitude versus entitlement: A dual process model of the profitability implications of customer prioritization. Journal of Marketing, 78(2), 1-19.