Not only customers of companies but also members of business associations are increasingly demanding high-quality services. However, unlike companies, business associations are characterized by collective rather than individual services, which they provide for the entirety or groups of their members.

Thomas Zitzmann develops a theoretically grounded yet practice-oriented approach that supports the leadership of business associations in achieving high quality in their collective services. His quality model encompasses the dimensions of 'personal and institutional potentials', 'strategic, information-based, and legal potentials', 'sub-processes of service delivery', and 'service outcomes'. Based on empirical findings, the author provides valuable recommendations for association management.