Delivering Quality Service: Balancing Customer Perceptions and Expectations - Tapa dura

Joel D. Raphael Director, AT&T Communications "Delivering Quality Service" should be required reading for anyone in a service business. David B. LutherSenior Vice President, Corporate Director -- Quality, Corning IncorporatedIn this pathbreaking book, the authors have taken the little-understood notion of service quality and broken it down into very well-defined, manageable increments that are tightly linked to customer perceptions. Everyone concerned with quality, in any form, needs to read and understand "Delivering Quality Service." Christopher H. LovelockVisiting Senior Lecturer, Sloan School of Management, MITNo one has done more than this energetic trio to insist that service quality must be defined from a customer-driven perspective. The research findings described in this book yield a practical, commonsense structure to help managers close the gaps that separate customers from the quality service experiences they seek. Thomas R. ElsmanStrategic Planning Manager, Customer Service Division, E.I. Du Pont de Nemours & CompanyThe beauty of "Delivering Quality Service" is that not only do the authors break new ground in service quality and improvement, but the cumulative benefits of their work will serve as a step-by-step handbook. Roger J. DowVice President, Sales and Marketing Services, Marriott CorporationFinally, a "real world" approach to improving service quality which provides a framework for action and a road map for success. "Delivering Quality Service" will be a landmark work as we tackle the biggest challenge of the 1990s. George J. StasickManager of Customer Services & Customer Relations, J.C. Penney Company, Inc.In my opinion, "Delivering Quality Service" will be a best seller. It will certainly be 'must' reading for retailers in the 1990s. Joel D. RaphaelDirector, AT&T Communications"Delivering Quality Service" should be required reading for anyone in a service business.

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.