Herein, I discuss the pillars of competing with service excellence to create compelling customer value. My focus is on building the infrastructure of quality service. All companies are service companies, in whole or part, because all create value for customers through performance (i.e., services). Thus, the pillars of quality service really are pillars in any excellent company. The overarching message of this article is: great organizations compete with great service, in good times and bad.
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