WIST

Service = Perception – Expectation

David H. Maister (contemp.) American management consultant
“The Psychology of Waiting Lines,” Maister’s First Law of Service (1985)
in Czepiel et al The Service Encounter

It’s hard to play catch-up ball.

David H. Maister (contemp.) American management consultant
“The Psychology of Waiting Lines,” Maister’s Secondt Law of Service (1985)
in Czepiel et al The Service Encounter