Service = Perception – Expectation David H. Maister (b. 1947) American academic, writer, 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 (b. 1947) American academic, writer, management consultant “The Psychology of Waiting Lines,” Maister’s Second Law of Service (1985) in Czepiel, et al., The Service Encounter