skip to content
Delivering quality service : balancing customer perceptions and expectations Preview this item
ClosePreview this item
Checking...

Delivering quality service : balancing customer perceptions and expectations

Author: Valarie A Zeithaml; A Parasuraman; Leonard L Berry
Publisher: New York : Free Press ; London : Collier Macmillan, ©1990.
Edition/Format:   Book : EnglishView all editions and formats
Database:WorldCat
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
Rating:

based on 5 rating(s) 5 with reviews

Subjects
More like this

 

Find a copy online

Links to this item

Find a copy in the library

&AllPage.SpinnerRetrieving; Finding libraries that hold this item...

Details

Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Valarie A Zeithaml; A Parasuraman; Leonard L Berry
ISBN: 0029357012 9780029357019 9781439167281 1439167281
OCLC Number: 20357056
Description: xii, 226 pages : illustrations ; 25 cm
Contents: Service Leadership Spells Profits --
The Customers' View of Service Quality --
Potential Causes of Service-Quality Shortfalls --
Gap 1: Not Knowing What Customers Expect --
Gap 2: The Wrong Service-Quality Standards --
Gap 3: The Service Performance Gap --
Gap 4: When Promises Do Not Match Delivery --
Getting Started on the Service-Quality Journey --
Service-Quality Challenges for the 1990's --
Servqual and Its Applications --
Approaches for Measuring Service-Provides Gaps and Their Causes.
Responsibility: Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry.
More information:

Abstract:

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. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time.

Customer Service.

Business.

Reviews

User-contributed reviews

WorldCat User Reviews (5)

better understand the perception and expectation

by circuiteng (WorldCat user published 2011-12-26) Good Permalink

As a service company, provide high level customer service has always been our most talked task, hope this book can help us better understand the perception and expectation of customer with widely variety.

http://www.circuit-engineering.com/ic-attack/

http://www.circuit-engineering.com/pcb-reverse-engineering/

...
Read more...  Read more...
  • 2 of 2 people found this review helpful. Did it help you? 
  •   

Christian Louboutin Long Boots

by redshoes (WorldCat user published 2011-12-26) Excellent Permalink

<div style="background-image: initial; background-attachment: initial; background-origin: initial; background-clip: initial; margin: 4px;">

 

<a href="http://www.christianshoes.us/christian-louboutin-peep-toe-pumps-yolanda-beige-p-960.html">Christian Louboutin Peep Toe Pumps...
Read more...  Read more...

  • Was this review helpful to you?
  •   

4wretqwe b

by xa86 (WorldCat user published 2011-12-06) Very Good Permalink

 

http://www.cheaptoryburchsales.com/toryburchflipflops-c-6.html]Cheap Tory Burch Flip Flops[/url]

http://www.cheaptoryburchsales.com/toryburchflats-c-2.html]Cheap Tory Burch Flats[/url]

http://www.cheaptoryburchsales.com/toryburchpumps-c-3.html]Cheap Tory Burch Pumps[/url]

...
Read more...  Read more...
  • Was this review helpful to you?
  •   

Rams hold Bradford out of practice after injury setback

by abaibing01 (WorldCat user published 2011-12-03) Good Permalink

 

ST. LOUIS -- St. Louis Rams quarterback Sam Bradford, limping noticeably, did not practice Thursday due to ...
Read more...  Read more...

  • Was this review helpful to you?
  •   

Giants WR Cruz misses practice with hip injury

by abaibing02 (WorldCat user published 2011-12-03) Good Permalink


Wide receiver Victor Cruz was added to<a...
Read more...  Read more...

  • Was this review helpful to you?
  •   
Retrieving GoodReads reviews...
Retrieving DOGObooks reviews...

Tags

All user tags (11)

View most popular tags as: tag list | tag cloud

Confirm this request

You may have already requested this item. Please select Ok if you would like to proceed with this request anyway.

Linked Data


<http://www.worldcat.org/oclc/20357056>
library:oclcnum"20357056"
library:placeOfPublication
library:placeOfPublication
library:placeOfPublication
owl:sameAs<info:oclcnum/20357056>
rdf:typeschema:Book
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
<http://id.loc.gov/authorities/subjects/sh2010112725>
rdf:typeschema:Intangible
schema:name"Service industries--Quality control--Mathematical models."@en
schema:contributor
schema:contributor
schema:copyrightYear"1990"
schema:creator
schema:datePublished"1990"
schema: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. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time."@en
schema:description"Business."@en
schema:description"Customer Service."@en
schema:exampleOfWork<http://worldcat.org/entity/work/id/808975012>
schema:inLanguage"en"
schema:name"Delivering quality service : balancing customer perceptions and expectations"@en
schema:publisher
schema:publisher
schema:url
schema:workExample
schema:workExample
umbel:isLike<http://bnb.data.bl.uk/id/resource/GB9973363>

Content-negotiable representations

Close Window

Please sign in to WorldCat 

Don't have an account? You can easily create a free account.