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.
- ISBN10 0029357012
- ISBN13 9780029357019
- Publish Date 19 March 1990
- Publish Status Out of Stock
- Publish Country US
- Publisher Simon & Schuster
- Imprint The Free Press
- Pages 256
- Language English