In the case of services there is no consensus about the way in which quality should be evaluated. The problem appears to be complex, especially for services the market of which is prejudiced by high information asymmetry. This is why business services – especially the knowledge intensive ones...

The growing competition in the market, higher customer demands and globalisation forces the business service providers to improve their services much faster. Nowadays, it is not enough to provide good quality it is more important to delight the customers and to deliver more than they expect....