Publication Date
Fall 2017
Degree Type
Master's Project
Degree Name
Master of Public Administration (MPA)
Department
Public Administration
First Advisor
Frances Edwards
Abstract
As the customer-focused management strategies gradually advances into all of the VISNs [Veterans Integrated Service Networks], the Veterans Health Administration in Palo Alto, California implemented a customer service training program for employees to meet the diverse and complex needs of its customers. This research will analyze whether participants in this training, known as Commitment to SERVE, believe that it is achieving its goal. In other words, does the Veterans Affairs Palo Alto Health Care System (VAPAHCS) staff perceive the Commitment to SERVE workshop as a beneficial customer service training program?
Recommended Citation
Barrera, Ismael, "Improving Service Delivery Through Provider Training: A Process Evaluation of the Veterans Affairs Palo Alto Health Care System “Commitment to SERVE” Workshop" (2017). Master's Projects. 553.
DOI: https://doi.org/10.31979/etd.tygp-hw4n
https://scholarworks.sjsu.edu/etd_projects/553
Included in
Health and Medical Administration Commons, Health Policy Commons, Health Services Administration Commons, Military and Veterans Studies Commons, Other Medicine and Health Sciences Commons, Public Administration Commons
