1. In this chapter, we referred to Maister's First and Second Laws of Service. How do they...
Question:
1. In this chapter, we referred to Maister's First and Second Laws of Service. How do they relate to this case?
2. What features of a good waiting process are evident in Dr. X's practice? List the shortcomings that you see.
3. Do you think Mrs. F. is typical of most people waiting for a service? How so? How not?
4. If Dr. X were concerned with keeping the F family as patients, how could he have responded to Mrs. F.'s letter? Write a letter on Dr. X's behalf to Mrs. F.
5. How could Dr. X prevent such incidents in the future?
6. List constructive ways in which customers can respond when services fall seriously short of their requirements or expectations.
Step by Step Answer:
1 Maisters first law deals with expectations versus perceptions Mrs F brought a book with her because she anticipated the possibility of a modest wait But when she arrived and discovered that she was ...View the full answer
Service Management Operations Strategy Information Technology
ISBN: 978-0077841201
8th edition
Authors: James Fitzsimmons, Mona Fitzsimmons, Sanjeev Bordoloi
