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Shouldice Hospital Limited (Abridged)

In: Services Marketing People Technology Strategy

Author

Listed:
  • James Heskett
  • Roger Hallowell

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.

Suggested Citation

  • James Heskett & Roger Hallowell, 2021. "Shouldice Hospital Limited (Abridged)," World Scientific Book Chapters, in: Services Marketing People Technology Strategy, chapter 25, pages 571-579, World Scientific Publishing Co. Pte. Ltd..
  • Handle: RePEc:wsi:wschap:9781944659806_0025
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    More about this item

    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;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • L8 - Industrial Organization - - Industry Studies: Services
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology

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