Zeithaml, Valarie A.
Delivering quality service balancing customer perceptions and expectations
Buch

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.

The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.


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Personen: Parasuraman, A. Zeithaml, Valarie A. Berry, Leonard L.

Standort: BSP

Schlagwörter: Kundendienst Servicepolitik Dienstleistungssektor

QR 560 Z48

Zeithaml, Valarie A. [Verfasser]:
Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml ; A. Parasuraman ; Leonard L. Berry. - 18. print. - New York : The Free Press, 2009. - XII, 226 Seiten : graphische Darstellungen
ISBN 978-1-4391-6728-1 kartoniert : EUR 14,95

Zugangsnummer: 00003726 - Barcode: 2-9394144-8-00003762-4
Gewerbepolitik. Einzelne Wirtschaftszweige - Buch