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Book Cover
Author Zeithaml, Valarie A.

Title Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry
Published New York : Free Press ; London : Collier Macmillan, [1990]
New York : Free Press, 1990


Location Call no. Vol. Availability
Description xii, 226 pages : illustrations ; 25 cm
Contents Machine derived contents note: Contents -- Preface -- 1. Service Leadership Spells Profits -- 2. The Customers' View of Service Quality -- 3. Potential Causes of Service-Quality Shortfalls -- 4. Gap 1: Not Knowing What Customers Expect -- 5. Gap 2: The Wrong Service-Quality Standards -- 6. Gap 3: The Service Performance Gap -- 7. Gap 4: When Promises Do Not Match Delivery -- 8. Getting Started on the Service-Quality Journey -- 9. Service-Quality Challenges for the 1990's -- Appendix A. Servqual and Its Applications -- Appendix B. Approaches for Measuring Service-Provider Gaps and Their Causes -- Notes and References -- Index
Summary Business
Customer Service
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time
Analysis Customer services
Service industries Quality control Mathematical models
Customer services
Service industries Quality control Mathematical models
Bibliography Bibliography: pages 207-218
Subject Customer services.
Service industries -- Quality control -- Mathematical models.
Service industries -- Quality control.
Total quality management.
Customer service
Quality Control.
Service industries
Author Berry, Leonard L., 1942-
Parasuraman, A.
LC no. 89023592
ISBN 0029357012