Delivering Quality Service: Balancing, Customer Perceptions and Expectations

Delivering Quality Service: Balancing, Customer Perceptions and Expectations

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Bibliographic Details
Main Author: Valarie A. Zeithaml
Format: TEXT
Published: Macmillan Publishing
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Building on seven years of research on service quality, the authors show that companies must first balance a customers perceptions of the value of a particular service with the customers need for that service. Their model has been used by Metropolitan Li
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