Delivering Quality Service. Este artículo no está disponible.
51 valoraciones de Goodreads
Idioma: inglés
Editorial: Free Press, 1990
- Tapa dura
- Usado
Librería: Greenworld Books, arlington, TX, Estados Unidos de AmericaGreenworld Books
Vendedor de 5 estrellas
Vendedor de IberLibro desde 20 de junio de 2025
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Condición: Usado - Bueno
EUR 4,55
Descripción del artículo del vendedor
Fast Free Shipping – Very Good condition book with a firm cover and clean pages. Shows normal use and some light wear or limited notes markings. A solid, nice copy to enjoy.
N° de ref. del artículo GWV.0029357012.VG
- Título
- Delivering Quality Service
- Autor
- Zeithaml, Valarie A.
- Editorial
- Free Press
- Año de publicación
- 1990
- Estado
- very_good
- Encuadernación
- Encuadernación de tapa dura
- Idioma
- inglés
- ISBN 10
- 0029357012
- ISBN 13
- 9780029357019
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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Acerca del autor
Valarie A. Zeithaml is associate professor at the Fuqua School of Business at Duke University. The recipient of three distinguished teaching awards, Dr. Zeithaml has written articles for the Journal of Consumer Research, Journal of Marketing, and the Journal of Retailing.
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