Title: Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series)
Publisher: Marketing Science Institute
Publication Date: 2004
Language: English
ISBN 10: 0965711439
ISBN 13: 9780965711432
Binding: paperback
Condition: New
Weight: 9 ounces

About this title

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.

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.

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