A most recent analysis about this phenomenon conducted by the Friedrich Schiller University Jena and the University of Texas has brought up underlying facts.
The original paper can be found in the Journal of Service Research (at an expense of 36 USD).
Interestingly there seem to exist cultural reasons that are close to the making of the organization and their leadership style. The latest blog post (in German) deals with a player in the premium segment of the automotive world in Germany. In general these organizations are very hierarchical and independent action is often held back by rigid procedures as well as certain time frames to answer customer tickets.
Despite the fact of focusing on top level quality in the product itself (the automobile), the focus on the same level of quality considering the service parts of the organization (including new service groups for new products that are about to hit the market) seems to lack dramatically.
Is that just a German phenomenon or a world-wide one?
What does it really make it so difficult to change to the better?
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