Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry
- Bib ID:
- 2195357
- Format:
- Book
- Author:
- Zeithaml, Valarie A
- Online Version:
-
- Table of contents only
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- Sample text
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- Table of contents only
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- Publisher description
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- Publisher description
- Description:
-
- New York : Free Press ; London : Collier Macmillan, c1990
- xii, 226 p. : ill. ; 25 cm.
- ISBN:
- 0029357012
- Full contents:
-
- Machine derived contents note: Contents
- Preface
- 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
- Appendix A. Servqual and Its Applications
- Appendix B. Approaches for Measuring Service-Provider Gaps and Their Causes
- Notes and References
- Index.
- Notes:
- Includes bibliographical references (p. 207-218)
- Subject:
- Other authors/contributors:
- Copyright:
-
In Copyright
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Copyright status was determined using the following information:
- Material type:
- Literary Dramatic Musical
- Published status:
- Published
- Publication date:
- 1990
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