Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) - Softcover

Valarie A. Zeithaml And A. Parasuraman

  • 3.82 out of 5 stars
    11 ratings by Goodreads
 
9780965711432: Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series)
Softcover
ISBN 10: 0965711439 ISBN 13: 9780965711432
Publisher: Marketing Science Institute, 2004

Synopsis

Summarizes "what we know" and "what we still need to know" about service quality: how to define and measure it and how to improve service performance. Discusses the link between service quality, customer loyalty, and profitability, and the challenge of delivering service quality on the Internet.

"synopsis" may belong to another edition of this title.

About the Author

Valarie A. Zeithaml is the Roy and Alice H. Richards Bicentennial Professor and Associate Dean at the Kenan-Flagler Business School, University of North Carolina, Chapel Hill.

A. Parasuraman is a Professor and holder of the James W. McLamore Chair in Marketing at the University of Miami.

"About this title" may belong to another edition of this title.

Publisher
Marketing Science Institute
Publication date
2004
Language
English
ISBN 10 
0965711439
ISBN 13 
9780965711432
Binding
Paperback
Number of pages
86
Rating
  • 3.82 out of 5 stars
    11 ratings by Goodreads