#1037720 in eBooks 2010-05-08 2010-05-11File Name: B003L785OW
0 of 0 people found the following review helpful. Excellent bookBy Carlos SanchezValerie Zeithaml and the other authors really are customer focus, and as Lord Kelvin said "If you cannot measure it, you cannot improve it", well, service quality is something that can be measured whether the correct tools are employed!0 of 0 people found the following review helpful. Good Technical materialBy Alvaro Tomas miroInteresting and comprehensive book about quality of service, particularily in the hotel bThomas R. Elsman Strategic Planning Manager, Customer Service Division, E.I. Du Pont de Nemours Company The beauty of Delivering Quality Service is that not only do the authors break new ground in service quality and improvement, but the cumulative benefits of their work will serve as a step-by-sExcellence 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 serv... [PDF.kj78] Delivering Quality Service Rating: 4.65 (573 Votes)
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You easily download any file type for your device.Delivering Quality Service | Valarie A. Zeithaml. I have read it a couple of times and even shared with my family members. Really good. Couldnt put it down.
