Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman and Leonard L. Berry
Publication details: ; New York Free Press, 1990. Description: xii, 226 p. ; ill. ; 24 cmISBN: 0029357012 / 9780029357019Subject(s): 1. Customer services. 2. Service industries -- Quality control -- Mathematical modelsDDC classification: 658.812 ZEI| Item type | Current library | Home library | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
English Lending
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Villa College Library | Villa College Library | 658.812 ZEI (Browse shelf(Opens below)) | Available | 9956 |
Total holds: 0
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Contents:
1. Service Leadership Spells Profits
2. The Customers' View of Service Quality
3. Potential Causes of Service-Quality Shortfalls
4. Gap 1: Not Knowing What Customers Expect
5. Gap 2: The Wrong Service-Quality Standards
6. Gap 3: The Service Performance Gap
7. Gap 4: When Promises Do Not Match Delivery
8. Getting Started on the Service-Quality Journey
9. Service-Quality Challenges for the 1990's
Includes bibliographical references.
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