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Case 9
Mayo Clinic
Chapter 9
1. Explain why Mayo Clinic is so good at customer service. Why has it been so
successful practicing medicine differently from other hospitals?
Mayo Clinic provides exceptional medical healthcare in many specialties such as cancer and
heart diseases. Surgeries and science alone did not create the Mayo Clinic brand. The
Mayo clinic differentiated itself from most clinics and hospitals by taking a holistic approach to
2. How has the Mayo Clinic used tangible elements of the service product to enhance its
service delivery?
Physical features and layout influence how customers interact with product and their
experience. In health care, tangible elements of the service product provide visual clues about
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