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Delivering Quality Service
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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