Delivering quality service : balancing customer perceptions and expectations
著者
書誌事項
Delivering quality service : balancing customer perceptions and expectations
Free Press , Collier Macmillan, c1990
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注記
Includes bibliographical references (p. 207-218) and index
内容説明・目次
内容説明
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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