Question: 1. Discuss several of the factors that have contributed to an increase in attention directed toward quality in health care.
2. Discuss the unified theory for services management developed by Dr. Scott Sampson. Do you agree or disagree with the principles underlying Sampson's theory? Explain your answer.
3. In your judgment, will the management of "service quality" ever progress as far as the management of "manufactured goods quality"? Make your answer as substantive as possible.