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An Exploratory Study Of Customer Vulnerability: A Cross-Segment Approach, Taryn Aiello
An Exploratory Study Of Customer Vulnerability: A Cross-Segment Approach, Taryn Aiello
Electronic Theses and Dissertations
The purpose of this study is to explore the concept of customer vulnerability across varying service industries. While the concept of customer vulnerability has been debated in business, marketing, sociology, and psychology scholarly literature, there has been little research conducted that specifically investigates consumers’ perceptions of vulnerability during the service exchange. Specific to this research, customer vulnerability is defined as experiences in which consumers participate in a service exchange with a firm during a time of individual or shared medical, physical, emotional, or spiritual necessity, whether the vulnerability is experienced during the course of the transaction or whether consumers arrive …
Top Management's Perceptions Of Service Excellence And Hospitality: The Case Of Dr. P. Phillips Hospital, Taryn Aiello
Top Management's Perceptions Of Service Excellence And Hospitality: The Case Of Dr. P. Phillips Hospital, Taryn Aiello
Electronic Theses and Dissertations
This study investigated service excellence and hospitality in a healthcare setting. It is unique from other hospitality research in that it considers hospitality and service excellence as separate concepts, applicable across industries. Part of the premise of this study explores how hospitality extends past service excellence to create a comfortable and welcoming environment to combat patient anxiety and stress. Furthermore, this is one of the first qualitative studies on the importance of service excellence and hospitality in the healthcare industry. This case study measured top management's perceptions of service excellence and hospitality within one community-based hospital located in Orlando, Florida. …