The quality of service largely depends on the nature of interaction between the service employee and the client, on the professionalism of the employee, his/her behavioural state and attitude. Service quality is the most important component of the overall service culture. In this regard, quality management in the sphere of services is one of the most urgent tasks of modern management. The monograph reflects a comprehensive approach to service quality management, starting from service quality models and ending with the anticipation of potential discrepancies. The monograph can be useful not only for experienced managers, but also for beginners in the management sphere.