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
Link to this post
More quotes by Maister, David H.

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.