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Delivering Quality Service
by Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry · The Free Press · tapa dura · 226 pages
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Pages: 226 pagesAuthor: Valarie A. Zeithaml, A. Parasuraman, Leonard L. BerryPublisher: The Free PressFormat: tapa duraLanguage: enRelease date: 19/3/1990ISBN: ISBN 9780029357019
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Calidad total en la gestión de servicios
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Services Marketing
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Synopsis of Delivering Quality Service
Este libro explora los cinco atributos clave del servicio de calidad y cómo identificar las expectativas del cliente. Basado en años de investigación, ofrece un modelo para equilibrar las percepciones del cliente con sus necesidades, proporcionando una visión teórica sobre las expectativas del cliente y la prestación de servicios. Ideal para profesionales y estudiantes interesados en la gestión de la calidad en el sector de servicios.
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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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