80 results for "Leonard L. Berry"
Safety-net health systems in the United States are facing enormous financial and operational challenges. These anchor systems are critical to their communities...
Jan 31, 2024
How one integrated, community-based care program lets vulnerable seniors continue to live at home for as long as possible.
Jun 15, 2023
The pandemic heightened awareness of the promise of virtual care but realizing it is proving challenging. A framework developed by the University of Texas...
Apr 19, 2022
As the pandemic drags on and on, worker burnout continues to be a crisis at health care systems. But there are proven strategies that health systems can...
Feb 11, 2022
Medical malls, a new type of care delivery location is gaining traction. They can be a pure medical center or a mix of health care services and leased...
Nov 16, 2021
People often associate healing only with "cure," but it is much broader. A clinician heals when she reassures a patient that a symptom does not signal...
May 09, 2019
When customers lack the expertise to judge a company's offerings, they naturally turn detective, scrutinizing people, facilities, and processes for evidence...
Despite the harsh realities of retailing, the illusion persists that magical tools can help companies overcome the problems of fickle consumers, price-slashing...
Hurried health care incurs hidden costs and offers false economy: Not taking the time to listen to and understand the patient harms both the patient and...
Oct 09, 2017
Employee wellness programs have often been viewed as a nice extra, not a strategic imperative. But the data demonstrate otherwise, according to Berry,...
Serving emotionally charged customers can be difficult, draining, and downright miserable for the wrong employee. Customers' assessments of quality and...
Companies that serve customers who are in a state of stress are especially vulnerable to losing customers' trust when they perform poorly. That's what...
Apr 19, 2017
Partner Article
This is an MIT Sloan Management Review article. Service businesses now make up about 70% of the aggregate production and employment in the OECD nations,...
Partner Article
A strong services brand is built and sustained primarily by customers' interactions with the provider. A services branding model depicts the dynamics...
Partner Article
Companies commonly adopt "the customer is always right" maxim as a basic premise for delivering quality service. A close examination of customer behavior,...
