Service quality implementation: problems and solutions

Purpose – The purpose of this paper is to highlight the problems in the measurement of service quality, why management seems to ignore some of the costs of poor service quality, as well as the repercussions of this, and how to implement service quality correctly in organizations. Design/methodology/approach – The paper defines service quality and highlights some of the main points of the literature. The paper then focuses on developing a matrix to categorize quality costs which offers insights as to why more managers have not fully implemented service quality in their organizations. Findings – Utilizing this quality costs matrix, the paper focuses on describing several of the main problems or pitfalls in service quality implementation. Practical implications – In light of these findings, the paper discusses the practical implications and focuses on recommendations how to implement service quality correctly. Originality/value – The paper suggests a novel categorization of quality costs and suggests recommendations that will assist managers to correctly implement service quality and eliminate the problems of poor quality. There are also future research recommendations to further the knowledge of service quality theory and implementation.