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| #885110 in eBooks | 2010-05-08 | 2010-05-11 | File type: PDF||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 be
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 ...
You easily download any file type for your gadget.Delivering Quality Service | Valarie A. Zeithaml.Not only was the story interesting, engaging and relatable, it also teaches lessons.
