ABSTRACT
This concluding chapter begins with a brief summary of the key points discussed in earlier chapters. After this review, we identify barriers to achieving quality in services, and discuss action strategies to overcome these obstacles. Leadership challenges for those committed to achieving customer service quality are presented, within the broader context of developing high-performance organization in global service delivery environments. The reader is once again reminded that total quality service (TQS) is not a destination, but rather a continuous journey, and that those seeking “quick fixes” or easy solutions for service quality problems will be disappointed.
