Delivering Quality Service: Balancing Customer Perceptions and Expectations

Director, AT&T Communications

Delivering Quality Service should be required reading for anyone in a service business.

Manager of Customer Services & Customer Relations, J.C. Penney Company, Inc.

In my opinion, Delivering Quality Service will be a best seller. It will certainly be 'must' reading for retailers in the 1990s.

Vice President, Sales and Marketing Services, Marriott Corporation

Finally, a real world approach to improving service quality which provides a framework for action and a road map for success. Delivering Quality Service will be a landmark work as we tackle the biggest challenge of the 1990s.

Strategic Planning Manager, Customer Service Division, E.I. Du Pont de Nemours & Company

The beauty of Delivering Quality Service is that not only do the authors break new ground in service quality and improvement, but the cumulative benefits of their work will serve as a step-by-step handbook.

Visiting Senior Lecturer, Sloan School of Management, MIT

No one has done more than this energetic trio to insist that service quality must be defined from a customer-driven perspective. The research findings described in this book yield a practical, commonsense structure to help managers close the gaps that separate customers from the quality service experiences they seek.

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.