"Qualitätskontrolle." . . "Service industries." . . "kundeservice." . . "Servicio al cliente." . . "Indústries de serveis Control de qualitat Models matemàtics." . . "Secteur tertiaire." . . "tjenesteydelser." . . "Consommateurs." . . "Controle de qualidade." . . "Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry" . . . "Delivering quality service balancing customer perceptions and expectations" . "Business." . . . . . . . . . . . "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. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time." . . . . . . . "Delivering quality service : balancing customer perceptions and expectations" . "Delivering quality service : balancing customer perceptions and expectations"@en . . "Customer Service." . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . "Service à la clientèle." . . "service à la clientèle." . "Produktqualität" . . "Industrias de servicios Control de calidad Modelos matemáticos." . . "Qualité Contrôle." . . "Dienstleistungssektor." . . "Dienstleistung." . . "Qualité des services." . . "industrie modèle mathématique qualité - contrôle services." . . "Contrôle de qualité." . . "Qualität." . . "Services (Industrie) Qualité Contrôle Modèles mathématiques." . . "Kwaliteitszorg." . . "Verkauf" . . "Quality control." . . "Quality Control." . . . "Servei al client." . . "Kundendienst Qualität." . . "Klantgerichtheid." . . "Qualité de service." . . "Customer service." . . "Kundendienst." . .