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Delivering Quality Service (Paperback)
Loot Price: R417
Discovery Miles 4 170
You Save: R55
(12%)
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Delivering Quality Service (Paperback)
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List price R472
Loot Price R417
Discovery Miles 4 170
You Save R55 (12%)
Expected to ship within 10 - 15 working days
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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.
Customer expectations change over time. To anticipate these
changes, Metropolitan Life Insurance Company regularly monitors the
expectations and perceptions of their customers, using focus group
interviews and the authors' 22-item generic SERVQUAL questionnaire,
which is customized by adding questions covering specific aspects
of service they wish to track.
The authors' groundbreaking model, which tracks the five attributes
of quality service -- reliability, empathy, assurance,
responsiveness, and tangibles -- goes right to the heart of the
tendency to overpromise. By comparing customer perceptions with
expectations, the model provides marketing managers with a two-part
measure of perceived quality that, for the first time, enables them
to segment a market into groups with different service
expectations.
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