Special issue on service excellence

By Barbara Lewis, Anthony van der Wiele

Subjects: Customer services, BUSINESS & ECONOMICS, Service industries, Marketing, Quality control, Distribution, General

Description: It has been argued (Dale et al., 2001) thatquality management has not been very wellimplemented in many service organisations. Every one of us has his or her own experienceswith service failures and it seems that serviceorganisations have various problems anddifficulties in developing a sustainableapproach towards service excellence.