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Delivering Quality Service

4.05  ·  Rating details ·  39 ratings  ·  1 review
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 of research on service quality, they construct ...more
Hardcover, 226 pages
Published March 19th 1990 by Free Press
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Zaza
Sep 07, 2007 rated it really liked it
Recommends it for: yang lagi nulis TA tentang service
ini salah satu buku pendukung TA gw...hehehe...it's a good book anyway...
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