ZEITHAML, Valarie A
Delivering quality service : balancing customer perceptions and expectations - New York : The Free Press, 1990 - 226 p.
1. Service leadership spells profits 2. The costumers'view of service quality 3. Potential causes of service-quality shortfalls 4. GAP 1: Not knowing what customers expect 5. GAP 2: The wrong service-quality standards 6. GAP 3: The service performance gap 7. GAP 4: When promises do not match delivery 8. Getting started on the service-quality journey 9. Service-quality challenges for the 1990's Appendix A. Servqual and its applications Appendix B: Approaches for measuring service-provider gaps and theirs causes Notes and references Index
Qualidade
Delivering quality service : balancing customer perceptions and expectations - New York : The Free Press, 1990 - 226 p.
1. Service leadership spells profits 2. The costumers'view of service quality 3. Potential causes of service-quality shortfalls 4. GAP 1: Not knowing what customers expect 5. GAP 2: The wrong service-quality standards 6. GAP 3: The service performance gap 7. GAP 4: When promises do not match delivery 8. Getting started on the service-quality journey 9. Service-quality challenges for the 1990's Appendix A. Servqual and its applications Appendix B: Approaches for measuring service-provider gaps and theirs causes Notes and references Index
Qualidade
