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A most interesting article that hits the nail on the head as far as what is affecting proper service delivery. A substantially large number of service providers are guilty of this fundamental trait they must be mindful of if they are to at least satisfy their customers, let alone delight them. Many businesses crash these days and they attribute it to bad times/ state of the economy etc. without realizing that a major cause is loss of customers to their competitors who provide a "better" service that is expected.This is a must read for all managers.