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　　分類: 图书,进口原版,Business & Investing（商业与投资）,Industries & Professions（产业与行业）,Customer Service,
　　品牌: Valarie A. ZeithamiA. ParasuramanLeonard L. Barry

基本信息出版社:The Free Press (1990年3月19日)精装:256页正文语种:英语ISBN:0029357012条形码:9780029357019商品尺寸:23.6 x 16.3 x 2.5 cm商品重量:544 g品牌:Free PressASIN:0029357012商品描述内容简介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.媒体推荐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."

 

 

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