Balancing Customer Perceptions And Expectations Zeithaml, Valarie A. Additional Author Parasuraman, A. Additional Author Berry, Leonard L. Additional Author mixed material bibliography New York The Free Press 1990 Inggris

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21 x 32 cm / 225 pg 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. Manajemen Industri Jasa Layanan Pelanggan Kualitas Kontrol Model Matematika 658.8 / ZEI / d 0029357012 Perpustakaan Ordo Karmel Indonesia Indonesian Carmelite Order Library A20785 A20785-C1 My Library A20785 13.460..jpg 18319 2011-02-14 10:09:48 2021-11-09 13:06:56 machine generated