search query: @indexterm Quality / total: 1290
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| Author: | Berry, L.L. Bendapudi, N. |
| Title: | Clueing in customers |
| Journal: | Harvard Business Review
2003 : FEB, VOL. 81:2, p. 100-106 |
| Index terms: | Health economics Hospitals Customer relations Brands Service Quality Case studies USA |
| Language: | eng |
| Abstract: | When customers lack the expertise to judge a company's offerings, they naturally turn detective, scrutinizing people, facilities, and processes for evidence of quality. The Mayo Clinic understands this and carefully manages that evidence to convey a simple, consistent message: The needs of the patient come first. The article authors conducted a 5-month study of evidence management at the Mayo Clinic. Their experiences led them to identify best practices applicable to just about any company, particularly those that sell intangible or technically complex products. |
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