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    Maister, David H.


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
 
Added on 1-Feb-04 | Last updated 1-Feb-04
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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
 
Added on 1-Feb-04 | Last updated 20-Jan-19
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