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Delivering Quality Service by Valarie A. Zeithaml

Delivering Quality Service by Valarie A. Zeithaml

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Book review

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.

Author
Valarie A. Zeithaml
Publisher
Date of release
Pages
0
ISBN
9780029357019
Binding
Illustrations
Format
PDF, EPUB, MOBI, TXT, DOC
Rating
3
49

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