||0 of 0 people found the following review helpful.| Excellent book|By Carlos Sanchez|Valerie Zeithaml and the other authors really are customer focus, and as Lord Kelvin said "If you cannot measure it, you cannot improve it", well, service quality is something that can be measured whether the correct tools are employed!|0 of 0 people found the following review helpful.| Good Technical material||Thomas R. Elsman Strategic Planning Manager, Customer Service Division, E.I. Du Pont de Nemours & Company The beauty of Delivering Quality Service is that not only do the authors break new ground in service quality and improvement, but the cumulative b
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...
[PDF.uf05] Delivering Quality Service Rating: 4.92 (562 Votes)
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You can specify the type of files you want, for your gadget.Delivering Quality Service | Valarie A. Zeithaml. I really enjoyed this book and have already told so many people about it!
