Wendy S Zabava Ford
Biographic Data
| ID | 220191 |
|---|---|
| NAME | Wendy S Zabava Ford |
| GIVEN NAMES | Wendy S Zabava |
| FAMILY NAME | Ford |
| SIGNATURE | FORD W S Z |
| AFFILIATIONS | Western Michigan University |
| VERIFIED | No |
| TOTAL WORKS | 3 |
| TOTAL CITATIONS | 6 |
| AUTHOR COUNT | 3 |
| EDITOR COUNT | 0 |
| FIRST PUBLICATION YEAR | 1995 |
| LATEST PUBLICATION YEAR | 2010 |
| H-INDEX | 1 |
Meeting the Complex Needs of the Health Care Team: Identification of Nurse—Team Communication Practices Perceived to Enhance Patient Outcomes
Nurses occupy a central position in today’s increasingly collaborative health care teams that place a premium on quality patient care. In this study we examined critical team processes and identified specific nurse—team communication practices that were perceived by team members to enhance patient outcomes. Fifty patient-care team members were interviewed to uncover forms of nurse communication perceived to improve team performance. Using a groun…
Communication and Customer Service
Service providers play a central role in organizations. This chapter integrates research on communication behaviors engaged in by providers in customer service interactions. Providers' customer service styles may reflect a combination of courteous, personalized, and manipulative communication behaviors. The exact behaviors demonstrated in any given service interaction are greatly influenced by the provider's status, the customer's status, and tim…
Evaluation of the Indirect Influence of Courteous Service on Customer Discretionary Behavior
Journal Article Evaluation of the Indirect Influence of Courteous Service on Customer Discretionary Behavior Get access Wendy S. Zabava Ford Wendy S. Zabava Ford 1Wendy S. Zabava Ford (Ph.D., University of Maryland, 1992) is an assistant professor in the Department of Communication at Western Michigan University, Kalamazoo, MI 49008 Search for other works by this author on: Oxford Academic Google Scholar Human Communication Research, Volume 22, I…
Evaluation of the Indirect Influence of Courteous Service on Customer Discretionary Behavior
Journal Article Evaluation of the Indirect Influence of Courteous Service on Customer Discretionary Behavior Get access Wendy S. Zabava Ford Wendy S. Zabava Ford 1Wendy S. Zabava Ford (Ph.D., University of Maryland, 1992) is an assistant professor in the Department of Communication at Western Michigan University, Kalamazoo, MI 49008 Search for other works by this author on: Oxford Academic Google Scholar Human Communication Research, Volume 22, I…
Evaluation of the Indirect Influence of Courteous Service on Customer Discretionary Behavior
Journal Article Evaluation of the Indirect Influence of Courteous Service on Customer Discretionary Behavior Get access Wendy S. Zabava Ford Wendy S. Zabava Ford 1Wendy S. Zabava Ford (Ph.D., University of Maryland, 1992) is an assistant professor in the Department of Communication at Western Michigan University, Kalamazoo, MI 49008 Search for other works by this author on: Oxford Academic Google Scholar Human Communication Research, Volume 22, I…
Communication and Customer Service
Service providers play a central role in organizations. This chapter integrates research on communication behaviors engaged in by providers in customer service interactions. Providers' customer service styles may reflect a combination of courteous, personalized, and manipulative communication behaviors. The exact behaviors demonstrated in any given service interaction are greatly influenced by the provider's status, the customer's status, and tim…
Meeting the Complex Needs of the Health Care Team: Identification of Nurse—Team Communication Practices Perceived to Enhance Patient Outcomes
Nurses occupy a central position in today’s increasingly collaborative health care teams that place a premium on quality patient care. In this study we examined critical team processes and identified specific nurse—team communication practices that were perceived by team members to enhance patient outcomes. Fifty patient-care team members were interviewed to uncover forms of nurse communication perceived to improve team performance. Using a groun…
Psychology (3 works) · Business (2 works) · Computer Science (2 works) · Customer Service Quality and Loyalty (2 works) · Marketing (2 works) · Psychology of Social Influence (2 works) · Service (business (2 works) · Communication (1 works) · Communication (1 works) · Consumer Behavior in Brand Consumption and Identification (1 works)