1. “ Managers do not control the quality of the product when the product is a service . . . . The quality of the service is in a precarious state – it is in the hands of the service workers who ‘produce’ and deliver it.” -Karl Albrecht
19. The UK service sector is going from strength to strength with business volumes growing at their fastest rate for a year. Profitability growth in the sector is also at a three-year high As a result, confidence among firms is now at a five-year high. But the study warns rising wage costs and skills shortages could hold back growth in the sector. "There is real evidence of an upturn in the service sector," (CBI, Edmonds S, Grant Thornton 2004) Tourism, Hospitality and Leisure - UK