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Delivering Quality Service
Delivering Quality Service
By Valarie A. Zeithaml
This edition: Trade Paperback, 240 pages
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Table of Contents
Table of Contents

CONTENTS

PREFACE

1. Service Leadership Spells Profits
2. The Customers' View of Service Quality
3. Potential Causes of Service-Quality Shortfalls
4. Gap 1: Not Knowing What Customers Expect
5. Gap 2: The Wrong Service-Quality Standards
6. Gap 3: The Service Performance Gap
7. Gap 4: When Promises Do Not Match Delivery
8. Getting Started on the Service-Quality Journey
9. Service-Quality Challenges for the 1990's

Appendix A. Servqual and Its Applications
Appendix B. Approaches for Measuring Service-Provider Gaps and Their Causes
Notes and References
Index