Customer Service Books LO16440

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In reply to Simon Buckingham's request for books on customer service.

You might want to take a look at:

"Delivering Quality Service: Balancing Customer Perceptions and
Expectations" by Valery Ziethalm, Leonard Berry and A.Parasuraman, 1990

This book offers an interesting model for a comprehensive assesment on
customer satisfaction. The model confronts the expectations of customer,
both internally (own experience) and externally (marketing, other people's
experience, etc.) created with the actual delivered service through work
structures, instructions, training, etc.

I hope this is of help to you. Regards,

-- 
Jose-Antonio Espin
Director de Planta Fisica
e-mail: aespin@campus.mor.itesm.mx
Tel: (+52.73) 29.71.33
ITESM-Campus Morelos
Apdo.Postal 99-C
Cuernavaca, MEXICO 62050

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• Next message: Mel Silberman: "Team & Training Sourcebooks LO16441 -Seeking Contributors"
• Previous message: Dr. Steve Eskow: "Is it alive? LO16439"
• In reply to: Simon Buckingham: "Customer Service LO16407"
• Next in thread: N. Nagaraj: "Customer Service LO16457"