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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David B. Luther
Senior Vice President, Corporate Director -- Quality, Corning Incorporated
In this pathbreaking book, the authors have taken the little-understood notion of service quality and broken it down into very well-defined, manageable increments that are tightly linked to customer perceptions. Everyone concerned with quality, in any form, needs to read and understand "Delivering Quality Service."
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Book Description Free Press, 1990. Hardcover. Book Condition: New. HARDCOVER, BRAND NEW, Perfect Shape, No Black Remainder Mark,Fast Shipping With Online Tracking, International Orders shipped Global Priority Air Mail, All orders handled with care and shipped promptly in secure packaging, we ship Mon-Sat and send shipment confirmation emails. Our customer service is friendly, we answer emails fast, accept returns and work hard to deliver 100% Customer Satisfaction!. Bookseller Inventory # 9028683
Book Description Free Press, 1990. Book Condition: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service!. Bookseller Inventory # ABE_book_new_0029357012
Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97800293570191.0
Book Description Free Press, 1990. Hardcover. Book Condition: New. Bookseller Inventory # DADAX0029357012
Book Description Free Press, 1990. Hardcover. Book Condition: New. book. Bookseller Inventory # 0029357012
Book Description Free Press, 1990. Hardcover. Book Condition: New. Bookseller Inventory # P110029357012