Delivering quality service : balancing customer perceptions and expectations /
Zeithaml, Valarie A.
Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. - New York : Free Press, 1990. - xii, 226p. ; 24cm.
Includes bibliographical references and index.
Describes the five attributes of quality service and explains how to identify customer expectations.
9780029357019 : £25.00 0029357012 : $24.95
89023592
Customer services.
Service industries--Quality control--Mathematical models
Service industries.
Quality control.
Retail & wholesale industries
Hospitality & service industries
658.812 ZEI
Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. - New York : Free Press, 1990. - xii, 226p. ; 24cm.
Includes bibliographical references and index.
Describes the five attributes of quality service and explains how to identify customer expectations.
9780029357019 : £25.00 0029357012 : $24.95
89023592
Customer services.
Service industries--Quality control--Mathematical models
Service industries.
Quality control.
Retail & wholesale industries
Hospitality & service industries
658.812 ZEI