Divide responsibility and nobody is responsible.
People are entitled to joy in work.
The most basic problem is that performance appraisals often don't accurately assess performance.
Shrink, shrink variation, to reduce the loss.
Adopt a new philosophy of cooperation (win-win) in which everybody wins.
The principles and methods for improvement are the same for service as for manufacturing. The actual application differs, of course, from one product to another, and from one type of service to another.