Delivering Quality Service

Delivering Quality Service

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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


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