Delivering quality service : balancing customer perceptions and expectations
By: ZEITHAML, Valarie A
.
Contributor(s): PARASURAMAN, A | BERRY, Leonard L.
Material type: 
BookPublisher: New York : The Free Press, 1990Description: 226 p.Subject(s): Qualidade
Contents:
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
| Item type | Current location | Collection | Call number | Copy number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|---|
| Livro Geral | Biblioteca Graciliano Ramos | Livro Geral | 2.16Z48d (Browse shelf) | 1 | Available | 10000906 |
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
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