by Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry · The Free Press · tapa dura · ISBN 9780029357019
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«Delivering Quality Service» is the business management essay by Zeithaml, Parasuraman and Berry, published by The Free Press in hardback (226 pages).
Based on seven years of research, it analyses the five attributes that define service quality and explains how to identify customer expectations. It proposes a model that balances perceptions and needs, and examines the gaps that lead to poor delivery, such as inadequate standards or unfulfilled promises.
Work subtitled «Balancing Customer Perceptions and Expectations», published on 19 March 1990 and written in English.
Recommended for professionals and students of business management interested in quality management and customer service.
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.
