by Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry · Díaz de Santos · tapa blanda · ISBN 9788479780616
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«Calidad total en la gestión de servicios» is the management book by Valarie A. Zeithaml, A. Parasuraman and Leonard L. Berry (Díaz de Santos, paperback).
The work proposes a model for evaluating service quality by comparing what the customer expects with what they perceive. It defines five key attributes: reliability, empathy, assurance, responsiveness, and tangibles. It explains how deficiencies in these areas lead to promising more than can be delivered, also serving to segment the market according to expectations.
First Spanish edition, 272 pages.
Aimed at managers, marketing executives, and professionals in service companies interested in quality management.
Valarie A. Zeithaml is a marketing professor and author. She is the David S. Van Pelt Family Distinguished Professor of Marketing at Kenan-Flagler Business School, University of North Carolina at Chapel Hill. Zeithaml is an expert in the area of services marketing and service quality.
