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.
發表於2024-09-12
Delivering Quality Service 2024 pdf epub mobi 電子書 下載
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Delivering Quality Service 2024 pdf epub mobi 電子書 下載