The goals and expectations of clinical laboratories and the "customer-oriented" principle—which emphasizes the importance of satisfying and keeping customers as well as recognizing, appreciating, and keeping them—are congruent. "Customer" One who buys a product or service is called a...

1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and...