ABSTRACT
Providing great service is an art that requires an empathetic understanding of social behaviour as well as a permanent drive for improvement on one hand and deserves recognition and appreciation on the other. Improved service quality is needed in order to stand out from the crowd of service providers and, in many cases, customers are even willing to pay for better service. Working for a company is deemed service and, showing enough staying power, we can expect a long service award. Service providers will also look at their customers as a much bigger group even if they claim that they provide individual service. Depending on the stakeholders in the process of service performance, the perspective can be quite different, which has some impact on the approach to service quality. People make the difference and that will explain why quality research in the field of services is actually applied sociology and psychology.
