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Delivering Quality Service: Balancing Customer Perceptions and Expectations

By (author) Valarie A. Zeithami, By (author) A. Parasuraman, By (author) Leonard L. Barry





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| book description |

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.

| product details |



Normally shipped | Enquiries only
Publisher | Simon & Schuster
Published date | 19 Mar 1990
Language |
Format | Other book format
Pages | 256
Dimensions | 242 x 162 x 0mm (L x W x H)
Weight | 511g
ISBN | 978-0-0293-5701-9
Readership Age |
BISAC | business & economics / distribution

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