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Quality Exceeds requirements Elaine displays a strong dedication and commitment to excellence. She often asks for feedback and uses it to improve her performance. She consistently and carefully monitors her work to ensure its quality. The work Elaine produces meets standards for accuracy and completeness. She looks for ways to improve quality.
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Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.
Defining excellent service is not a one-way street. It depends on how the customer experiences the service. That being said, one fact is without question; if the service quality is not sufficiently high, the service provider is likely to disappoint its customers regardless of their expectations.