service excellence, and how to manage service quality. One aspect of the chapter that I was interested in was the por over new services realities, and how the digital age has drastically changed how customers engage with services. The expanding digital age has also meant that if service companies treated their employees poorly, then word will spread this and customers will not want to support a company that does not treat their employees well. On the other hand, company treats their employees well, it is likely to create a more loyal customer base.