Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry.
By: Zeithaml, Valarie A.
Contributor(s): Parasuraman, A | Berry, Leonard L.
Material type: BookPublisher: New York : London : Free Press, Collier Macmillan, c1990Description: xii, 226 p. : ill. ; 25 cm.ISBN: 0029357012 :; 2495.Subject(s): Customer services | Service industries | Quality control | Mathematical modelsDDC classification: 658.812Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
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General Lending | MTU Bishopstown Library Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 00006620 |
Enhanced descriptions from Syndetics:
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.
Includes bibliographical references (pages 207-218) and index.
Service leadership spells profits -- The customers' view of service quality -- Potential causes of service-quality shortfalls -- Gap 1: Not knowing what customers expect -- Gap 2: The wrong service-quality standards -- Gap 3: The service performance gap -- Gap 4: When promises do not match delivery -- Getting started on the service-quality journey -- Service-quality challenges for the 1990s.
Table of contents provided by Syndetics
- Preface (p. ix)
- 1. Service Leadership Spells Profits (p. 1)
- 2. The Customers' View of Service Quality (p. 15)
- 3. Potential Causes of Service-Quality Shortfalls (p. 35)
- 4. Gap 1: Not Knowing What Customers Expect (p. 51)
- 5. Gap 2: The Wrong Service-Quality Standards (p. 71)
- 6. Gap 3: The Service Performance Gap (p. 89)
- 7. Gap 4: When Promises Do Not Match Delivery (p. 115)
- 8. Getting Started on the Service-Quality Journey (p. 135)
- 9. Service-Quality Challenges for the 1990's (p. 157)
- Appendix A. Servqual and Its Applications (p. 175)
- Appendix B. Approaches for Measuring Service-Provides Gaps and Their Causes (p. 187)
- Notes and References (p. 207)
- Index (p. 219)