Title: Special issue on service excellence
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.
Subjects: Quality control, Service industries, Customer services, Marketing, Distribution, BUSINESS & ECONOMICS, General