One of the best companies that I know of who has excellent service is Nordstrom.
I think they are successful example of gap between management's perception and quality standards. I think this because they have excellent quality standards because of their return policy, which is, they dont have one. They will take anything back, EVEN A TIRE! They want to ensure excellent customer service which their employees also provide. This also makes them very successful at the gap between service quality standards and service delivery. This is because there simply isnt one. The employees know how to provide excellent customer service that customer's come to expect.
Nordstrom always handles situations in a very professional and polite way. I think other companies should strive to be more like them and implement Nordstrom qualities into their business practices because they are such a great example.
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