Delivering quality service : balancing customer perceptions and expectations
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Delivering quality service : balancing customer perceptions and expectations Published on Jan 1, Valarie A. Zeithaml 42 Estimated H-index: Estimated H-index: Request Full-text.
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. 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.