The challenge of achieving consistent service excellence in organizations. This special issue addresses the persistent difficulties many service organizations face in implementing effective quality management systems, as noted by Dale et al. (2001). It explores the common experiences of service failures and the underlying problems that hinder the development of sustainable approaches to service excellence. The collection aims to provide insights and strategies for improving service delivery and customer satisfaction.

This collection of articles likely offers a critical examination of service quality management, drawing on academic research and practical examples. The focus on implementation challenges suggests a pragmatic approach, aiming to equip managers and practitioners with actionable insights. The inclusion of case studies and strategic frameworks indicates a resource intended for those seeking to improve their organization's service performance and overcome common pitfalls.