Delivering quality service : balancing customer perceptions and expectations (eBook, 2010) [WorldCat.org]
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Delivering quality service : balancing customer perceptions and expectations
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Delivering quality service : balancing customer perceptions and expectations

Author: Valarie A Zeithaml; A Parasuraman; Leonard L Berry
Publisher: New York : Free, ©1990.
Edition/Format:   eBook : Document : EnglishView all editions and formats
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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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