Book 2002

Special issue on service excellence

Publisher: Emerald
Language: English
Published: 2002

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

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.