112 Designing Service Excellence
for immediate feedback. This is not to overlook that the underlying need is to
ensure that each moment of truth provides customer satisfaction.
In public services, the delivery mechanisms are often monopolistic. This
makes it difcult for the consumer to compare and evaluate quality. This
is one feature of public service that is invariably more complex (and more
difcult to manage) than service delivery by private sector organizations
where dissatised customers can often migrate to competitors. One possible
means to address this issue in the public sector is to create competitive sys-
tems within the public sector. Sometimes a government or industry regula-
tor acts in ways resembling a competitor, for examp