The Resource Delivering quality service : balancing customer perceptions and expectations, Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry

Delivering quality service : balancing customer perceptions and expectations, Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry

Label
Delivering quality service : balancing customer perceptions and expectations
Title
Delivering quality service
Title remainder
balancing customer perceptions and expectations
Statement of responsibility
Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry
Creator
Contributor
Subject
Language
eng
Summary
  • 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
Cataloging source
DLC
http://library.link/vocab/creatorName
Zeithaml, Valarie A
Illustrations
illustrations
Index
index present
LC call number
HF5415.5
LC item number
.Z45 1990
Literary form
non fiction
Nature of contents
bibliography
NLM call number
HF 5415.5 Z48d 1990
http://library.link/vocab/relatedWorkOrContributorDate
1942-
http://library.link/vocab/relatedWorkOrContributorName
  • Parasuraman, A
  • Berry, Leonard L.
http://library.link/vocab/subjectName
  • Customer services
  • Service industries
  • Customer service
  • Service industries
  • Quality Control
  • Secteur tertiaire
  • Qualité des services
  • Service à la clientèle
  • Services (Industrie)
  • Consommateurs
  • Service à la clientèle
  • Contrôle de qualité
  • Kwaliteitszorg
  • Klantgerichtheid
  • Controle de qualidade
  • Service à la clientèle
  • Consommateurs
  • Qualité
  • Verkauf
  • Produktqualität
Label
Delivering quality service : balancing customer perceptions and expectations, Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry
Instantiates
Publication
Bibliography note
Includes bibliographical references (p. 207-218)
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
  • text
  • still image
Content type code
  • txt
  • sti
Content type MARC source
  • rdacontent
  • rdacontent
Contents
  • Service-Quality Challenges for the 1990's
  • Servqual and Its Applications
  • Approaches for Measuring Service-Provides Gaps and Their Causes
  • 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
Dimensions
25 cm
Extent
xii, 226 pages
Isbn
9780029357019
Lccn
89023592
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)20357056
  • (OCoLC)ocm20357056
Label
Delivering quality service : balancing customer perceptions and expectations, Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry
Publication
Bibliography note
Includes bibliographical references (p. 207-218)
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
  • text
  • still image
Content type code
  • txt
  • sti
Content type MARC source
  • rdacontent
  • rdacontent
Contents
  • Service-Quality Challenges for the 1990's
  • Servqual and Its Applications
  • Approaches for Measuring Service-Provides Gaps and Their Causes
  • 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
Dimensions
25 cm
Extent
xii, 226 pages
Isbn
9780029357019
Lccn
89023592
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)20357056
  • (OCoLC)ocm20357056

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