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Front-line employees play an essential role in service quality and customer satisfaction; customers´ experiences and perceptions of the service they received are formed by their interactions with these employees. The purpose of this qualitative, phenomenological study was to explore registered nurses´ perceptions of their role in service quality and customer satisfaction. The findings of the study suggested that most of the registered nurses perceived that they played an essential role in service quality and customer satisfaction and confirmed that there was no set way of satisfying customers. Seven themes emerged from the data: providing efficient, effective, customer-focused care; importance of communication; importance of collaboration; importance of support of leadership; discrepancies with customer satisfaction scores; importance of customer satisfaction scores to organization´s success; and effects of staffing on customer satisfaction. The results of the study indicated that efforts should focus on individualizing the needs of customers. Service quality and customer satisfaction affect the bottomline of businesses. Read and learn more!

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Born to Welesley & Adassa Campbell in Jamaica; who taught me that regardless of who I am, I can attain my dreams if I trusted God to help. My husband, Conrad Martin and sons, Conrad, Jr and Christopher are my inspiration. Customer satisfaction is an important part of the business of health care. This work is a resource for other industries as well.

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