Describes the five attributes of quality service and explains how to identify customer expectationsIn every single industry we have examples of companies delivering superb service. Excellent service is not a pipe dream; it is possible to overcome the conditions that foster service mediocrity. The key is genuine service leadership at all levelsanbsp;...
|Title||:||Delivering Quality Service|
|Author||:||Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry|
|Publisher||:||Simon and Schuster - 1990|