Discusses how service quality lags behind product quality. Contends that combining the management aspects of product quality, service quality and computer software quality with customer perceived quality is essential in order to produce a total holistic quality environment. Presents nine lessons...

Stresses the necessity of systematic design of services. Asserts that systematic design is a necessary pre‐requisite for service quality. Describes how the Nordic School of Services has found that service quality is key to competitiveness and profitability. Asserts that gradually service...