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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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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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