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This book covers issues to do with service quality management in local authorities run businesses.The focus is on how the local authorities can best run their beer halls basing on improving the quality of service offered to customers in order to fight competition that is emanating from mushrooming bottle stores and other beer outlets due to deregulation by the licensing board in Zimbabwe.Most local authorities have been focusing on the selling concept without embracing the new concept of service quality management that has given most businesses a competitive edge over their rivals because of its marketing orientation.The book also highlights the importance of people, processes and physical evidence in ensuring effective service quality management.