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

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Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) image
ISBN-10:

0965711439

ISBN-13:

9780965711432

Author(s): Valarie A. Zeithaml and A. Parasuraman
Released: Apr 01, 2004
Publisher: Marketing Science Institute
Format: Paperback, 86 pages
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Description:

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.

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