While the statistics underline the service revolution taking place in the world today, the big changes rocking the sector present their own set of challenges. With international trade in services now the driver of economic growth in developed and developing countries, come the dangers inherent in any dramatic market expansion – lack of controls, consumer exploitation, opacity, poor quality, inefficiency, questionable business practices and other obstacles to good service provision.
In parallel with such growth, the services sector is in vital need of standards to establish good practice, encourage consistently high service quality, and build consumer confidence. Standards for services can cut the business costs of poor service and reduce customer complaints. They underpin trust, provide safeguards, enable compliance with laws and regulations, and offer protection for the customer.