her body (face, arms, etc.), the idea was probably to learn more about this new form
of allergy described by the patient!
Unfortunately, none of the hospital staff informed the patient what they intended
to do and why. The patient only wanted a drug X (or Y for that matter), but they left
her on the couch, waiting for symptoms to appear or for the equipment to start
sending out alarms. After waiting for more than half an hour, she was feeling cold,
(lying there naked), and she angrily asked for her clothes, to walk away, without any
drug. Fortunately, no allergy developed, but this has been one of her worst hospital
experiences.
21.2.7 Customs – Airport 27 August 2017
Imagine somebody leaving Mauritius through the airport. After going through the
police check, she goes through her handbag security check. Her plane is supposed to
leave at 8 p.m. Normally, there are two machines working. Today, on 27th August
2017, there is only one machine in operation. She goes in at 6.45 p.m. and she leaves
the luggage security check unit 40 min later, with very little time to rush to the
boarding gate, where they are already calling the last passengers. Could this be
qualified as very efficient service? Again, nothing had been communicated to
passengers, about possible delays when going through the formalities.
21.2.8 New Road to Plaisance Airport, Mauritius
The driver had been vaguely informed that the new road had come into service,
having been inaugurated a few days earlier. He was surprised to find very few
vehicles on the road, the other drivers preferring to use the old one. It was still
daylight, so he could see the airport in the distance. He knew he was in the right
direction, somehow. He would not get lost!
For the return journey (at 8 p.m., it was now dark!), the same new road was badly
lit, he missed the road entrance at the roundabout because of poor signage, and
luckily, he fell back to known road signs and, at least, he could see the old road to
which he was accustomed to. He was happy to be able to come back home without
getting lost on a motorway!
These are a few examples where the user has been very satisfied about service or
has felt that there could be some major improvement. The reader can probably add
on to this list or make his own.
One can certainly decide whether the customer is expecting far too much for what
he pays! Nevertheless, as is usually argued, if the service was better, one would
willingly pay more for the service. At the other extreme, should one expect to get
desalinated water while still paying Rs. 22 annually (approx. half a Euro) for an
unmetered connection, in Rodrigues?
21.2 Customer Expectations
601
of allergy described by the patient!
Unfortunately, none of the hospital staff informed the patient what they intended
to do and why. The patient only wanted a drug X (or Y for that matter), but they left
her on the couch, waiting for symptoms to appear or for the equipment to start
sending out alarms. After waiting for more than half an hour, she was feeling cold,
(lying there naked), and she angrily asked for her clothes, to walk away, without any
drug. Fortunately, no allergy developed, but this has been one of her worst hospital
experiences.
21.2.7 Customs – Airport 27 August 2017
Imagine somebody leaving Mauritius through the airport. After going through the
police check, she goes through her handbag security check. Her plane is supposed to
leave at 8 p.m. Normally, there are two machines working. Today, on 27th August
2017, there is only one machine in operation. She goes in at 6.45 p.m. and she leaves
the luggage security check unit 40 min later, with very little time to rush to the
boarding gate, where they are already calling the last passengers. Could this be
qualified as very efficient service? Again, nothing had been communicated to
passengers, about possible delays when going through the formalities.
21.2.8 New Road to Plaisance Airport, Mauritius
The driver had been vaguely informed that the new road had come into service,
having been inaugurated a few days earlier. He was surprised to find very few
vehicles on the road, the other drivers preferring to use the old one. It was still
daylight, so he could see the airport in the distance. He knew he was in the right
direction, somehow. He would not get lost!
For the return journey (at 8 p.m., it was now dark!), the same new road was badly
lit, he missed the road entrance at the roundabout because of poor signage, and
luckily, he fell back to known road signs and, at least, he could see the old road to
which he was accustomed to. He was happy to be able to come back home without
getting lost on a motorway!
These are a few examples where the user has been very satisfied about service or
has felt that there could be some major improvement. The reader can probably add
on to this list or make his own.
One can certainly decide whether the customer is expecting far too much for what
he pays! Nevertheless, as is usually argued, if the service was better, one would
willingly pay more for the service. At the other extreme, should one expect to get
desalinated water while still paying Rs. 22 annually (approx. half a Euro) for an
unmetered connection, in Rodrigues?
21.2 Customer Expectations
601