<p>&nbsp;</p><p>Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. <em>Building a World-Class Service Organisation</em> is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This volume provides a summary of how a world-class service organization looks like as well as an assessment tool to evaluate the organization within each of the three functional areas of marketing, operations, and human resources.</p>