Delivering quality service : balancing customer perceptions and expectations
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Type
Book
Authors
Zeithaml, Valarie A. ( Valarie A. Zeithaml )
Parasuraman, A. ( A. Parasuraman )
Berry, Leonard L. ( Leonard L. Berry )
ISBN 13
9780029357019
Category
Management
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Publication Year
1990
Publisher
Pages
xii, 226 p.
Subject
Customer services
Tags
Abstract
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.
Number of Copies
1
Library | Accession‎ No | Call No | Copy No | Edition | Location | Availability |
---|---|---|---|---|---|---|
Praxis Business school | 1176 | 658.812 | 1 | General Stack | Yes |