George R J
N Z Dent J. 1996 Jun;92(408):49-51.
The successful dentist of the future will establish a sustainable competitive advantage in the marketplace by recognising that patients undergoing dental treatment cannot see the result before purchase, and that they therefore look for signs of service quality to reduce uncertainty. Thus the successful dentist will implement a quality programme that recognises not only that quality is defined by meeting patients' needs and expectations, but also that quality service is fundamental to successful business strategy. Finally, the successful dentist of the future will realise that the pursuit of quality is a never-ending process which requires leadership by example.
未来成功的牙医将通过认识到接受牙科治疗的患者在购买前看不到治疗结果，因此会寻找服务质量的迹象以减少不确定性，从而在市场中建立可持续的竞争优势。因此，成功的牙医将实施一项质量计划，该计划不仅认识到质量是由满足患者的需求和期望来定义的，而且认识到优质服务是成功商业战略的基础。最后，未来成功的牙医将意识到追求质量是一个永无止境的过程，需要以身作则的领导力。
