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Delivering Quality Service: Balancing Customer Perceptions and Expectations

Zeithaml, Valarie A.;Berry, Leonard L.;Parasuraman, A.

23 ratings by Goodreads
ISBN 10: 0029357012 / ISBN 13: 9780029357019
Published by Free Press - Simon Schuster, Old Tappan, New Jersey, U.S.A., 1990
Condition: Very Fine Hardcover
From Retloks Bookstore (North Falmouth, MA, U.S.A.)

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About this Item

NDon title page. A handsome edition hard bound in publisher's original black cloth covers with bold silver lettering on spine cover. 226 numbered pages. SIgned by Valarie A. Zeithaml on front free end paper. Book is without wear. DJ is complete and is not price clipped -$24.95 - DJ ha sno wear. A sound and solid edition. Size: 8vo - over 7¾" - 9¾" tall. Bookseller Inventory # 057814

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Bibliographic Details

Title: Delivering Quality Service: Balancing ...

Publisher: Free Press - Simon Schuster, Old Tappan, New Jersey, U.S.A.

Publication Date: 1990

Binding: Cloth

Book Condition:Very Fine

Dust Jacket Condition: Fine

Signed: Presentation Copy, Signed By Author

Edition: 1st Ed., Later Printing, Stated

About this title

Synopsis:

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they 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 insight into customer expectations and service delivery.

About the Author:

Valarie A. Zeithaml is associate professor at the Fuqua School of Business at Duke University. The recipient of three distinguished teaching awards, Dr. Zeithaml has written articles for the Journal of Consumer Research, Journal of Marketing, and the Journal of Retailing.

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