Microsoft Word Volume 2 Service and Service Quality Final docx

Authors 
Taizan Chan, Erwin Fielt, Guy Gable, Karen Stark
Queensland University of Technology 
Acknowledgment 
We are very grateful to the comments and input to previous versions of this paper that we received 
from members of the CRC Smart Services Business Service Management project. In particular, we 
thank Paul Reedman (Suncorp), Rohit Shawarikar (Infosys), Paul York (Queensland Government) and 
Julien Vayssière (CRC Smart Services). 
Disclaimer 
This report is a deliverable for the 
Business Service Management project
and contains references, 
comments and projections regarding the topic of “
Service and Service Quality
”. The recipient 
acknowledges that these references, comments and projects reflect assumptions by Smart Services 
CRC Pty Ltd concerning the future, which may or may not prove correct.
The Business Service Management Project team will produce a series of white papers on this topic.
The Service and Service Quality White Paper is Volume Two in the series.
Smart Services CRC Pty Ltd and its respective directors and officers expressly disclaim any liability, 
representations or warranties express or implied contained in this report or any omissions from it.
This disclaimer extends to any other information whether written or not, provided at any time to a 
partner, researcher or student by or on behalf of Smart Services CRC Pty Ltd. 
All trademarks mentioned in this document are the property of their respective owners. 
This work is licensed under the 
Creative Commons Attribution-
Noncommercial-No Derivative 
Works 2.5 Australia License. 
To view a copy of this license, 
visit 
http://creativecommons.org/lice
nses/by-nc-nd/2.5/au/ 
Smart Services CRC Pty Ltd 
Australian Technology Park 
Locomotive Workshop 
Suite 9003, 2 Locomotive Street 
Eveleigh NSW, Australia 2015 
www.smartservicescrc.com.au 
T: 61 2 8374 5080
Fax: [phone] 

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