If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently

Renting vs. Buying This Textbook

Renting is usually cheapest if you only need the book for one term: you return it with a free prepaid label when the term ends. Buying used can beat renting when the sell-back price is high, so compare the sell-back price with the rental price before you decide. An eTextbook arrives instantly but usually expires. Rentals and used copies rarely include working access codes.

Always match the ISBN on your syllabus (9780974386010) before you order; different editions have different ISBNs.

About This Book

Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals - both provide an "experience," not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 1/2 principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community.