Delivering Quality Service


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Building on five years of research on service quality, the authors 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 and practical insight into customer expectations and service delivery. 20 line drawings.

Delivering Quality Service 2009, Free Press

ISBN-13: 9781439167281

Trade paperback

Delivering Quality Service 1990, Free Press, New York, NY

ISBN-13: 9780029357019