DELIVERING QUALITY SERVICE Balancing Customer Perceptions and Expectations
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....
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| Main Authors: | , , |
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| Format: | Unknown |
| Language: | English |
| Published: |
New York
Free Press
1990
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| Subjects: | |
| Online Access: | Click Here to View Status and Holdings. |
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On great service a framework for action 
Service Quality and Productivity Management