An Exploration of Dimensions of Service Excellence

Service Excellence has become a buzz word as the service industry has taken a major role in driving economies in both developed as well as developing countries. Several studies conducted by researchers around the globe demonstrate that there is a significant correlation between service quality and profitability. Managers in service industry have the task to deliver excellent service.

This study aims to explore the dimensions of service quality that are perceived to be excellent by customers and provide common understanding of Service excellence to help marketers, managers and entrepreneurs, where appropriate, design and deliver service excellence.