- Hardcover: 256 pages
- Publisher: The Free Press; illustrated edition edition (19 Mar 1990)
- Language English
- ISBN-10: 0029357012
- ISBN-13: 978-0029357019
- Product Dimensions: 23.6 x 16.3 x 2.5 cm
- Average Customer Review: 3.0 out of 5 stars See all reviews (1 customer review)
- Amazon Bestsellers Rank: 310,099 in Books (See Top 100 in Books)
Delivering Quality Service
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Product Description
Review
David B. Luther
Senior Vice President, Corporate Director -- Quality, Corning Incorporated
In this pathbreaking book, the authors have taken the little-understood notion of service quality and broken it down into very well-defined, manageable increments that are tightly linked to customer perceptions. Everyone concerned with quality, in any form, needs to read and understand "Delivering Quality Service."
Product Description
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 research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery.
Inside This Book
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First Sentence
SERVICE QUALITY is a central issue in America today. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
SERVICE QUALITY is a central issue in America today. Read the first page
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Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
Most Helpful Customer Reviews
16 of 18 people found the following review helpful
Format:Hardcover
Although somewhat outdated in 1999, this is still a fundamental work on SERVQUAL, a measurement tool for service quality. Criticized and praised all over the world, this book provides the old model of the SERVQUAL tool. Very useful is the GAP analysis for hurdles on the way to excellent service quality and the chapters on how to get started. The authors draw on extensive research and promise no rose garden but hard work to get among the excellent businesses. The book is useful to understand and interpret the SERVQUAL tool. Limitations or expansions are suggested and allow to customize the tool for personal use.
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
6 reviews
14 of 15 people found the following review helpful
A fundamental on service quality modelling
25 Jun 1999
Format:Hardcover
Although somewhat outdated in 1999, this is still a fundamental work on SERVQUAL, a measurement tool for service quality. Criticized and praised all over the world, this book provides the old model of the SERVQUAL tool. Very useful is the GAP analysis for hurdles on the way to excellent service quality and the chapters on how to get started. The authors draw on extensive research and promise no rose garden but hard work to get among the excellent businesses. The book is useful to understand and interpret the SERVQUAL tool. Limitations or expansions are suggested and allow to customize the tool for personal use.
4 of 4 people found the following review helpful
Excellent read, although a little too broad
8 Jun 2000
Format:Hardcover
A great book on SERVQUAL, nice layout of themes, plus a handy SERVQUAL test list to practice on your customers. Not just an academic book, but very down to earth. The only problem is that SERVQUAL is too broad to be applied in any service, you should take it with a grain of salt, but all-in-all, this book serve enough to be used as a basis for benchmarking service quality. Recommended not just for students, but to business practitioners too.
4 of 5 people found the following review helpful
Timeless!
6 Jan 2001
Format:Hardcover
The authors present the SERVQUAL model as a framework for understanding and measuring service quality and also offer practical advice on how to improve service quality.
Aside from the SERVQUAL model, readers craving practical business information will find Chapters 4 to 7, which communicate a four-part prescriptive model on how to improve service quality, most useful. In plain language and with many illustrative examples, the authors argue that customer service leaders must (1) know exactly what customers expect, (2) set proper service quality standards, (3) support employees in delivering quality service, and (4) never over-promise. Chapter 6 is excellent for drawing the critical link between human resources and customer service.
Delivering Quality Service remains relevant even though it was published before anyone talked about Customer Relationship Management. The language is slightly dated but the concepts are timeless. In addition, by not focussing on customer management technology (a rarity in works published today) the authors put a proper emphasis on strategy.
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