Early writing on the topic of service quality suggested that perceived service quality results from a comparison of what customers feel a service provider should offer (i.e., their expectations) with how the provider actually performs (Grönroos 1982; Lehtinen and Lehtinen 1982; Lewis and Booms 1983; Sasser, Olsen, and Wyckoff 1978).
An edition of Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) (Relevant Knowledge)
(2004)
Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) (Relevant Knowledge)
by Valarie A. Zeithaml
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Customer services, Quality control, EvaluationShowing 1 featured edition. View all 1 editions?
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Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) (Relevant Knowledge)
April 1, 2004, Marketing Science Institute
Paperback
in English
0965711439 9780965711432
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"Early writing on the topic of service quality suggested that perceived service quality results from a comparison of what customers feel a service provider should offer (i.e., their expectations) with how the provider actually performs (Grönroos 1982; Lehtinen and Lehtinen 1982; Lewis and Booms 1983; Sasser, Olsen, and Wyckoff 1978). "
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| December 11, 2020 | Edited by MARC Bot | import existing book |
| April 28, 2010 | Edited by Open Library Bot | Linked existing covers to the work. |
| February 11, 2010 | Edited by WorkBot | add more information to works |
| December 10, 2009 | Created by WorkBot | add works page |