HBSP (USA)
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Are Our Customer Liaisons Helping or Hurting (HBR Case Study)
Nayak, Sunanda; Bhatnagar, JyotsnaArticle HBS-R1801X-EService and Operations ManagementAn Indian hospital creates a new customer liaison role--the patient care executive--but as its rate of attrition for physicians rises in an extremely tight talent market, leaders begin to wonder whether friction between the PCEs and doctors is the problem. This fictional case study features expert commentary by Rana Awdish, Ashutosh Raghuvanshi. For teaching purposes, this is the case-only version of the HBR case study. The commentary-only versi...Starting at €8.20
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Are Our Customer Liaisons Helping or Hurting (Commentary for HBR Case Study)
Nayak, Sunanda; Bhatnagar, JyotsnaArticle HBS-R1801Z-EService and Operations ManagementAn Indian hospital creates a new customer liaison role--the patient care executive--but as its rate of attrition for physicians rises in an extremely tight talent market, leaders begin to wonder whether friction between the PCEs and doctors is the problem. This fictional case study features expert commentary by Rana Awdish, Ashutosh Raghuvanshi. For teaching purposes, this is the commentary-only version of the HBR case study. The case-only versi...Starting at €8.20
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Are Our Customer Liaisons Helping or Hurting? (HBR Case Study and Commentary)
Nayak, Sunanda; Bhatnagar, JyotsnaArticle HBS-R1801N-EService and Operations ManagementAn Indian hospital creates a new customer liaison role--the patient care executive--but as its rate of attrition for physicians rises in an extremely tight talent market, leaders begin to wonder whether friction between the PCEs and doctors is the problem. This fictional case study features expert commentary by Rana Awdish, Ashutosh Raghuvanshi. This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is...Starting at €8.20