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Delivering Quality Service

Valarie A. Zeithami, A. Parasuraman, Leonard L. Barry
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      Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery.
      Format: CONTRIBUTORS: Valarie A. Zeithami, A. Parasuraman, Leonard L. Barry EAN: 9780029357019 COUNTRY: United States PAGES: WEIGHT: 511 g HEIGHT: 242 cm
      PUBLISHED BY: Simon & Schuster DATE PUBLISHED: 1990-03-19 CITY: GENRE: BUSINESS & ECONOMICS / Customer Relations, BUSINESS & ECONOMICS / Management, BUSINESS & ECONOMICS / Marketing / General WIDTH: 162 cm SPINE:

      Book Themes:

      Retail and wholesale industries

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      Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery.
      Format: CONTRIBUTORS: Valarie A. Zeithami, A. Parasuraman, Leonard L. Barry EAN: 9780029357019 COUNTRY: United States PAGES: WEIGHT: 511 g HEIGHT: 242 cm
      PUBLISHED BY: Simon & Schuster DATE PUBLISHED: 1990-03-19 CITY: GENRE: BUSINESS & ECONOMICS / Customer Relations, BUSINESS & ECONOMICS / Management, BUSINESS & ECONOMICS / Marketing / General WIDTH: 162 cm SPINE:

      Book Themes:

      Retail and wholesale industries

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