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Main Title Delivering quality service : balancing customer perceptions and expectations /
Author Zeithaml, Valarie A.
Other Authors
Author Title of a Work
Parasuraman, A.
Berry, Leonard L.
Publisher Free Press ; Collier Macmillan,
Year Published 1990
OCLC Number 20357056
ISBN 0029357012; 9780029357019; 9781439167281; 1439167281
Subjects Customer services ; Service industries--Quality control--Mathematical models ; Consommateurs ; Service áa la clientèle ; Contrãole de qualité ; Marketing ; Service industries--Marketing ; Kwaliteitszorg ; Klantgerichtheid ; Controle de qualidade ; Qualité--Contrãole ; Verkauf--(DE-601)09139743X--(DE-STW)19139-2 ; Produktqualität--(DE-601)091384621--(DE-STW)12809-4
Internet Access
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Sample text http://catdir.loc.gov/catdir/enhancements/fy0641/89023592-s.html
Contributor biographical information http://catdir.loc.gov/catdir/bios/simon051/89023592.html
Publisher description http://catdir.loc.gov/catdir/description/simon032/89023592.html
Inhaltsverzeichnis http://digitool.hbz-nrw.de:1801/webclient/DeliveryManager?pid=1232305&custom%5Fatt%5F2=simple%5Fviewer
Table of contents http://digitool.hbz-nrw.de:1801/webclient/DeliveryManager?pid=1232305&custom_att_2=simple_viewer
Library Call Number Additional Info Location Last
ELBM  HF5415.5.Z45 1990 AWBERC Library/Cincinnati,OH 10/19/1990
Collation xii, 226 pages : illustrations ; 25 cm
Notes Includes bibliographical references (pages 207-218).
Contents Notes 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. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer Service. Business.
Place Published New York :
PUB Date Free Form c1990.
BIB Level m
Cataloging Source OCLC/T
LCCN 89023592 //r95
Merged OCLC records 862878556; 988404070; 992342271
OCLC Time Stamp 19970109161522
Language ENG
Origin OCLC
Type CAT
OCLC Rec Leader 01081cam 2200313 a 45020