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Special issue on service excellence

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Barbara LewisAnthony van der Wiele1 editions

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.

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2 credited authorsSearch language english

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  • Barbara Lewis

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  • Anthony van der Wiele

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