Inhaltsangabe: Abstract: This thesis resolves the need for an industry award for service excellence in retailing, based on a comprehensive framework to foster management quality. A service excellence framework is developed and the design for a new service excellence award is proposed. The proposed framework is based on the Industrial Excellence Award. In addition to the original four fundamental processes a fifth component is introduced: the customer. To complete the framework, the seven components of management quality known from the IEA are adopted. This framework is the structure for the...