Delivering Quality Service Balancing Customer Perceptions and Expectations
- List Price: $36.00
- Binding: Hardcover
- Publisher: Simon & Schuster
- Publish date: 03/01/1990
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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