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Designing a new industry award for service excellence competition in retailing formatIsbn:Softcover - 9783838673585 Kolloquien und Symposien zum ThemaInhaltsangabe: Abstract: This thesis resolves the need for an industry award for service excellence in retailing, based on a comprehensive framework to foster management quality. A service excellence framework is developed and the design for a new service excellence award is proposed. The proposed framework is based on the Industrial Excellence Award. In addition to the original four fundamental processes a fifth component is introduced: the customer.