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Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry

Delivering Quality Service: Balancing Customer Perceptions and Expectations

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ISBN: 0-02935-701-2
Издательство: Free Press
Страниц: 226
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