The Tipping Point: How Little Things Can Make a Big Difference
Author: Malcolm Gladwell
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Good to Great: Why Some Companies Make the Leap... and Others Don't
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Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference
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Results That Last: Hardwiring Behaviors That Will Take Your Company to the Top
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If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently
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Redefining Health Care: Creating Value-Based Competition on Results
Author: Michael E. Porter
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Legal Aspects of Health Care Administration
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Essentials of Health Care Marketing
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Financial Management of Health Care Organizations: An Introduction to Fundamental Tools, Concepts, and Applications
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The Well-Managed Healthcare Organization (Fifth Edition)
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The Baptist Health Care Journey to Excellence: Creating a Culture that WOWs!
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Patient Satisfaction: Defining, Measuring, and Improving the Experience of Care (Management Series) (Management Series (Ann Arbor, Mich.).)
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Love Your Patients! Improving Patient Satisfaction with Essential Behaviors That Enrich the Lives of Patients and Professionals
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Putting Patients First: Designing and Practicing Patient-Centered Care (J-B AHA Press)
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Health Care Management: Organization Design and Behavior
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Financial Management for Nurse Managers and Executives
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Through the Patient's Eyes: Understanding and Promoting Patient-Centered Care (Jossey-Bass Health Series)
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Operations Management: An Integrated Approach
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Best Practices in Customer Service
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Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
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Marketing Health Services
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Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager (AHA Press) (J-B AHA Press)
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Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence
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Service Line Success: Eight Essential Rules
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Applying Quality Management in Healthcare: A Process for Improvement
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Leading your Healthcare Organization to Excellence
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Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients
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Human Resources in Healthcare: Managing for Success Second Edition
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Spreadsheet Modeling and Applications: Essentials of Practical Management Science (with CD-ROM and InfoTrac®)
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Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees (Ache Management Series)
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Operations Management: An Integrated Approach
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Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers
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Human Resources in Healthcare: Managing for Success
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Healthcare Strategy: In Pursuit of Competitive Advantage
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Managerial Epidemiology
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Through the Patient's Eyes: Understanding and Promoting Patient-Centered Care (Jossey Bass/Aha Press Series)
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The Tracks We Leave: Ethics in Healthcare Management
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10 Powerful Ideas For Improving Patient Care (Executive Essentials)
Author: James Reinertsen
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Branding Health Services: Defining Yourself in the Marketplace
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Service Savvy Health Care: One Goal at a Time
Author: Wendy Leebov
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