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- Phân loại: 658.8
- Tác giả: Valarie A. Zeithaml
- Thông tin XB: New York: The Tree, 1990
- Mô tả vật lý: xii, 226 p., 24 cm.
- Tóm tắt: "Delivering Quality Service" by Valarie A. Zeithaml presents a detailed framework for understanding and improving service quality in various industries. The book introduces the SERVQUAL model, which measures five dimensions of service—reliability, empathy, assurance, responsiveness, and tangibles—to align service delivery with customer expectations. Through case studies like Florida Power & Light and Deluxe Corporation, the authors illustrate how organizations can use data to enhance service quality ...
- Từ khóa: Service Quality; Customer Expectations; SERVQUAL Model; Customer Satisfaction; QTR429
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