Delivering quality service : balancing customer perceptions and expectations
Author(s)
Bibliographic Information
Delivering quality service : balancing customer perceptions and expectations
Free Press , Collier Macmillan, c1990
Available at / 23 libraries
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Research Institute for Economics & Business Administration (RIEB) Library , Kobe University図書
658.8-433s081000082456*
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Note
Includes bibliographical references (p. 207-218) and index
Description and Table of Contents
Description
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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