Delivering quality service: balancing customer perceptions and expectations
Zeithaml, Valarie A.
Delivering quality service: balancing customer perceptions and expectations - New York Free Press 1990 - 226
"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."
0029357012
Mathematical models
Quality control
Service industries
Customer services.
658.812 / ZEI
Delivering quality service: balancing customer perceptions and expectations - New York Free Press 1990 - 226
"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."
0029357012
Mathematical models
Quality control
Service industries
Customer services.
658.812 / ZEI
