Managing Service Quality: Service quality is about ensuring customers, both internal and external, get what they want. As travel and technology bring markets, people and products ever closer, it is the single most effective and sustainable means of differentiation between competing companies. Managing Service Quality is packed with case histories, insights and guidance to the latest and most insightful academic thought in the field of service quality. Senior managers and board directors share with you their ideas, experience and advice as they strive for excellence in service quality. In every edition, you will find examples to which you can relate, lessons that you can learn and conclusions about how service quality can be achieved.