Shouldice Hospital Limited (Abridged)

James Heskett and Roger Hallowell

Chapter 25 in Services Marketing:People, Technology, Strategy, 2021, pp 571-579 from World Scientific Publishing Co. Pte. Ltd.

Abstract: Two shadowy figures, enrobed and in slippers, walked slowly down the semi-darkened hall of the Shouldice Hospital. They did not notice Alan O’Dell, the hospital’s managing director, and his guest. Once they were out of earshot, O’Dell remarked good-naturedly, “By the way they act, you’d think our patients own this place. And while they’re here, in a way they do.” Following a visit to the five operating rooms, O’Dell and his visitor once again encountered the same pair of patients still engrossed in discussing their hernia operations, which had been performed the previous morning.

Keywords: Services Marketing; Service Operations; Marketing; Consumer Behavior; Positioning Services; Service Process; Pricing; Revenue Management; Service Environment; Service Advantage; Customer Relationships; Customer Loyalty; Complaint Handling; Service Recovery; Service Excellence; Service Quality; Service Productivity; Service Leadership (search for similar items in EconPapers)
JEL-codes: L8 M3 M31 O14 (search for similar items in EconPapers)
Date: 2021
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