. .
English
United States
Similar books
More/other books that might be very similar to this book
Search tools
Sign in
Share this book on...
Book recommendations
Latest news
Tip from find-more-books.com
Advertising
FILTER
- 0 Results
Lowest price: 3.67 €, highest price: 17.99 €, average price: 11.34 €
Delivering Quality Service - Valarie A. Zeithaml
book is out-of-stock
(*)
Valarie A. Zeithaml:

Delivering Quality Service - new book

ISBN: 9781439137475

ID: 9781439137475

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 expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors` 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track.The authors` groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations. Delivering Quality Service: 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 expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors` 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track.The authors` groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations. BUSINESS & ECONOMICS / Customer Relations BUSINESS & ECONOMICS / Management BUSINESS & ECONOMICS / Marketing / General, Simon & Schuster Inc.

New book Rheinberg-Buch.de
Ebook, Englisch, Neuware Shipping costs:Ab 20¤ Versandkostenfrei in Deutschland, Sofort lieferbar, DE. (EUR 0.00)
Details...
(*) Book out-of-stock means that the book is currently not available at any of the associated platforms we search.
Delivering Quality Service - Valarie A. Zeithaml, A. Parasuraman
book is out-of-stock
(*)

Valarie A. Zeithaml, A. Parasuraman:

Delivering Quality Service - new book

2010, ISBN: 9781439137475

ID: 9200000000416972

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..., 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 expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track.The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.Soort: Met illustraties; Taal: Engels; Formaat: ePub met kopieerbeveiliging (DRM) van Adobe; Kopieerrechten: Het kopiëren van (delen van) de pagina's is niet toegestaan ; Geschikt voor: Alle e-readers geschikt voor ebooks in ePub formaat. Tablet of smartphone voorzien van een app zoals de bol.com Kobo app.; Verschijningsdatum: mei 2010; ISBN10: 1439137471; ISBN13: 9781439137475; , Engelstalig | Ebook | 2010, Marketing & Communicatie, Consumentengedrag, Marketing & Communicatie, Customer relations, Economie & Bedrijf, Free Press

New book Bol.com
bol.com
Nieuw, Direct beschikbaar Shipping costs:Direct beschikbaar, plus shipping costs
Details...
(*) Book out-of-stock means that the book is currently not available at any of the associated platforms we search.
Delivering Quality Service - Valarie A. Zeithaml
book is out-of-stock
(*)
Valarie A. Zeithaml:
Delivering Quality Service - new book

ISBN: 9781439137475

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 expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track.The authors' groundbreaking model, which tracks the five attributes of quality service — reliability, empathy, assurance, responsiveness, and tangibles — goes right to the heart of the tendency to overpromise. By comparing customer perceptions with EBooks Books ~~ Business & Economics~~ Customer Relations Delivering-Quality-Service~~Valarie-A-Zeithaml Free Press

New book [USA] Barnesandnoble.com
Free Shipping on eligible orders over $25 Shipping costs:plus shipping costs
Details...
(*) Book out-of-stock means that the book is currently not available at any of the associated platforms we search.
Delivering Quality Service - Valarie A. Zeithaml
book is out-of-stock
(*)
Valarie A. Zeithaml:
Delivering Quality Service - new book

ISBN: 9781439137475

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 expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service - reliability, empathy, assurance, responsiveness, and tangibles - goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing. eBooks Delivering Quality Service~~EBook~~9781439137475~~Valarie A. Zeithaml Delivering Quality Service

New book [GBR] Hive.co.uk
Shipping costs:plus shipping costs
Details...
(*) Book out-of-stock means that the book is currently not available at any of the associated platforms we search.
Delivering Quality Service - Valarie A. Zeithaml
book is out-of-stock
(*)
Valarie A. Zeithaml:
Delivering Quality Service - new book

ISBN: 9781439137475

ID: 9781439137475

Delivering Quality Service Delivering-Quality-Service~~Valarie-A-Zeithaml Business>Sales>Sales NOOK Book (eBook), Free Press

New book Barnesandnoble.com
new Shipping costs:zzgl. Versandkosten, plus shipping costs
Details...
(*) Book out-of-stock means that the book is currently not available at any of the associated platforms we search.

< to search results...
Details of the book
Delivering Quality Service
Author:

Zeithaml, Valarie A.

Title:

Delivering Quality Service

ISBN:

9781439137475

Details of the book - Delivering Quality Service


EAN (ISBN-13): 9781439137475
Publishing year: 2010
Publisher: Free Press

Book in our database since 04.03.2008 00:19:30
Book found last time on 23.10.2016 18:48:56
ISBN/EAN: 9781439137475

ISBN - alternate spelling:
978-1-4391-3747-5

< to search results...
< to archive...
Related books