Communication Paper—Common Assumptions that are Barriers to Service Improvement

[Modified excerpt] There is an ongoing drumbeat of service innovation in approximately the top twenty percent of companies. These innovations can be classified into three areas: (1) Delivering products and services that completely meet customer expectations, (2) Enhanced customer service delivery and problem solving process, (3) An enhanced use of Voice of the Customer (VOC) to improve the basic product and service delivery process.

[Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]