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Delivering Quality Service Balancing Customer Perceptions and Expectations

by Leonard L. Berry

ISBN: 9780029357019
ISBN10: 0029357012

Delivering Quality Service Balancing Customer Perceptions and Expectations

by Leonard L. Berry

List Price: $36.00
Binding: Hardcover
Publisher: Simon & Schuster
Publish date: 03/01/1990
ISBN: 9780029357019
ISBN10: 0029357012

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Returnable at the third party seller's discretion and may come without consumable supplements like access codes, CD's, or workbooks.

Description: Building on five years of research on service quality, the authors 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 and practical insight into customer expectations and service delivery. 20 line drawings.

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Delivering Quality Service Balancing Customer Perceptions and Expectations

by Leonard L. Berry

Delivering Quality Service Balancing Customer Perceptions and Expectations

by Leonard L. Berry

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