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Delivering Quality Service: Balancing Customer Perceptions and Expectations

Delivering Quality Service: Balancing Customer Perceptions and Expectations

Leonard L. Barry,A. Parasuraman,Valarie A. Zeithami

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise.
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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 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.

Product Description

Title - Delivering Quality Service: Balancing Customer Perceptions and Expectations

Edition -

Author - Leonard L. Barry,A. Parasuraman,Valarie A. Zeithami

ISBN 13 - 9780029357019

Imprint - The Free Press

Publisher - Simon & Schuster

Date Published - 19/03/1990

Prize -

No. of pages -

Binding Type - Other book format

Dimensions - 162 x 242 x mm

Weight - 511 g

Languages - English