Delivering quality service: balancing customer perceptions and expectations

By:

Zeithaml, Valarie A

Material type: Text

TextPublication details: Free Press New York 1990Description: 226ISBN:

0029357012

Subject(s):

DDC classification:

658.812 ZEI

Summary: "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."

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode
Books	Symbiosis Institute of Business Management - Hyderabad General	General Bo	658.812 ZEI (Browse shelf(Opens below))	Available		SIBMH-B-4522

"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."

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