| dc.description.abstract | This capstone looked at how a women’s healthcare organization can maintain their service levels, with service being defined by the CEO as stellar service while scaling their practice to a new model and with the intent of expanding this new model to additional locations across the country in the future. A qualitative comparative analysis (QCA), multi-case study approach with a quantitative survey was used to conduct this study with the original practice serving as one “unit of analysis” or “case”, the new model practices serving as another “unit of analysis” or “case”, and a comparison between these two cases taking place to understand the differences between these two models and how those differences may be influencing stellar service in each case (Yin, 2018). The organization being studied is Artemis (name has been changed to protect the identity of the organization), a full-service women’s healthcare organization that has expanded its practice to a new model in an effort to meet the needs of women in a market that lacks supply of providers while focusing on providing the greatest level of care for these women (stellar service) that solves their problems and helps them live a healthier and more empowered lifestyle. In turn, this organization meets an important need and gap in the healthcare industry. The findings show that the type of model of the practice matters and influences customer's expectations about the service experience, the experience levels of providers and staff members is important to their service delivery, and patient satisfaction influences patient behavior around their loyalty intentions and willingness to pay out-of-pocket expenses. | en_US |
