Zeithaml, Valarie A.
Delivering Quality Service
- ISBN 13:
- 9781439167281
- author:
- Zeithaml, Valarie A.
- format:
- Paperback
- publisher:
- Free Press
- language:
- English
- Publication Year:
- 2009
- Pages:
- 240
- Dimensions:
- 152mm X 229mm
- Genre:
- Business / Economics / Finance
- Condition:
- New
- Availability:
- Item usually sent within 5 working days
Description
Excellence in customer service is crucial for success in service industries and among manufacturers of products that require reliable service. To deliver what you promise, you first need to determine what you can promise. Valarie A. Zeithaml and her team have developed a model that balances a customer's perceptions of the value of a particular service with their need for that service. This balance provides valuable insight into customer expectations and service delivery. Companies like Florida Power & Light and Deluxe Corporation have successfully implemented this approach, achieving impressive results. Customer expectations can change over time, so it is essential to regularly monitor these changes. By doing so, companies like Metropolitan Life Insurance Company can stay ahead of the curve and adapt their services accordingly.
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