Delivering Quality Service

Delivering Quality Service pdf epub mobi txt 电子书 下载 2025

出版者:Simon & Schuster
作者:Zeithaml, Valarie A./ Parasuraman, A./ Berry, Leonard L.
出品人:
页数:256
译者:
出版时间:1990-3
价格:$ 36.00
装帧:HRD
isbn号码:9780029357019
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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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