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

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.

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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 full answer

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1. In this chapter, we referred to Maisters First and Second Laws of Service. How do they relate to this case?

1. In this chapter, we referred to Maister's First and Second Laws of Service. How do they relate to this case?

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