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Material Type: | Document, Internet resource |
---|---|
Document Type: | Internet Resource, Computer File |
All Authors / Contributors: |
Valarie A Zeithaml; A Parasuraman; Leonard L Berry |
ISBN: | 9781439167281 1439167281 9781439137475 1439137471 |
OCLC Number: | 1112998100 |
Description: | 1 online resource (xii, 226 pages) : illustrations |
Contents: | CONTENTSPREFACE1. Service Leadership Spells Profits2. The Customers' View of Service Quality3. Potential Causes of Service-Quality Shortfalls4. Gap 1: Not Knowing What Customers Expect5. Gap 2: The Wrong Service-Quality Standards6. Gap 3: The Service Performance Gap7. Gap 4: When Promises Do Not Match Delivery8. Getting Started on the Service-Quality Journey9. Service-Quality Challenges for the 1990'sAppendix A. Servqual and Its ApplicationsAppendix B. Approaches for Measuring Service-Provider Gaps and Their CausesNotes and ReferencesIndex |
Responsibility: | Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. |
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