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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Add Tag | 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 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. |
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| Physical Description: | xii, 226 pages illustrations 25 cm |
| Bibliography: | Includes bibliographical references (p. 207-218) |
| ISBN: | 0029357012 |
On great service a framework for action 
Service Quality and Productivity Management