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Calidad total en la gestión de servicios
4.1
Negocios y EconomíaISBN | 9788479780616
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Product details
Pages: 272 pages
Author: Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry
Publisher: Díaz de Santos
ISBN: 9788479780616
Format: tapa blanda
Language: es-ES
Release date: 21/12/1992
ISBN: 9788479780616
Synopsis of Calidad total en la gestión de servicios
Este libro explora el concepto de calidad total en la gestión de servicios, analizando cómo las percepciones y expectativas de los consumidores influyen en la calidad percibida. El modelo propuesto por los autores se centra en cinco atributos clave: fiabilidad, empatía, seguridad, capacidad de respuesta y elementos tangibles. A través de este enfoque, se busca ayudar a las empresas a evitar la sobrepromesa y a comprender mejor las necesidades de sus clientes, segmentando el mercado en grupos con diferentes expectativas.
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About the author
Valarie Zeithaml
Valarie A. Zeithaml is a marketing professor and author. She is the David S. Van Pelt Family Distinguished Professor of Marketing at Kenan-Flagler Business School, University of North Carolina at Chapel Hill. Zeithaml is an expert in the area of services marketing and service quality.
Born in 20005 titles published
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