Delivering Quality Service by Valarie A Zeithami
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.Professor of Marketing and Director of the Center for Retailing Studies at Texas A&M University, Leonard L. Berry holds the JCPenney Chair of Retailing Studies. He is the author of On Great Service and coauthor of Marketing Services and Delivering Quality Service, both published by The Free Press. He is a past national president of the American Marketing Association. The American Marketing Association honored Dr. Berry with the 1996 Career Contributions to Services Marketing Award. He's also received Texas A&M's top accolades for teaching and research, the Distinguished Achievement Award in Teaching (1990) and the Distinguished Achievement Award in Research (1996). CompUSA, Hastings Entertainment, Lowe's Companies, Inc., and the Council of Better Business Bureaus all have him on their boards.
| SKU | Unavailable |
| ISBN 13 | 9780029357019 |
| ISBN 10 | 0029357012 |
| Title | Delivering Quality Service |
| Author | Valarie A Zeithami |
| Condition | Unavailable |
| Binding Type | Other book format |
| Publisher | Simon & Schuster |
| Year published | 1990-03-19 |
| Number of pages | 256 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |