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.

Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series)

Valarie A. Zeithaml and A. Parasuraman

Marketing Science Institute

See the best price to sell, buy, or rent books by Valarie A. Zeithaml and A. Parasuraman. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Valarie A. Zeithaml and A. Parasuraman

See the best price to sell, buy, or rent books by Valarie A. Zeithaml and A. Parasuraman. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series)