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Zeithaml, Valarie A./ Parasuraman, A./ Berry, Leonard L. 作者

Simon & Schuster

译者

1990-3 出版日期

256 页数

$ 36.00 价格

HRD

丛书系列

9780029357019 图书编码

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Delivering Quality Service 在线电子书 epub 下载 mobi 下载 pdf 下载 txt 下载 2024

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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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