Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series)
Book Details
PublisherMarketing Science Institute
ISBN / ASIN0965711439
ISBN-139780965711432
AvailabilityIn stock. Usually ships within 2 to 3 days.
Sales Rank1,846,640
MarketplaceUnited States 🇺🇸
Description
Summarizes "what we know" and "what we still need to know" about service quality: how to define and measure it and how to improve service performance. Discusses the link between service quality, customer loyalty, and profitability, and the challenge of delivering service quality on the Internet.
More Books by Valarie A. Zeithaml and A. Parasuraman
