Buy new:
$34.44
FREE delivery: 6 - 14 Jan
Arrives after Christmas. Need a gift sooner? Send an Amazon.com.au Gift Card instantly by email or SMS.
Usually dispatched within 4 to 5 days.
$$34.44 () Includes selected options. Includes initial monthly payment and selected options. Details
Price
Subtotal
$$34.44
Subtotal
Initial payment breakdown
Delivery cost, delivery date and order total (including tax) shown at checkout.
Your transaction is secure
We work hard to protect your security and privacy. Our payment security system encrypts your information during transmission. We don’t share your credit card details with third-party sellers, and we don’t sell your information to others. Learn more
Ships from
Book Depository UK
Sold by
Ships from
Book Depository UK
<Embed>
Other Sellers on Amazon
$28.77
+ $5.63 Delivery
Sold by: SuperBookDealsAU
Sold by: SuperBookDealsAU
(730 ratings)
75% positive over last 12 months
Usually dispatched within 4 to 5 days.
Delivery Rates and Return policy
$34.44
& FREE Delivery
Sold by: Book Depository UK
Sold by: Book Depository UK
(33492 ratings)
91% positive over last 12 months
Usually dispatched within 4 to 5 days.
Delivery Rates and Return policy
$37.68
& FREE Delivery
Sold by: Bahamut Media Ltd AU
Sold by: Bahamut Media Ltd AU
(110 ratings)
70% positive over last 12 months
Usually dispatched within 4 to 5 days.
Delivery Rates and Return policy

Download the free Kindle app and start reading Kindle books instantly on your smartphone, tablet or computer – no Kindle device required. Learn more

Read instantly on your browser with Kindle Cloud Reader.

Using your mobile phone camera, scan the code below and download the Kindle app.

QR code to download the Kindle App

Enter your mobile phone or email address

Processing your request...

By pressing ‘Send link’, you agree to Amazon's Conditions of Use.

You consent to receive an automated text message from or on behalf of Amazon about the Kindle App at your mobile number above. Consent is not a condition of any purchase. Message and data rates may apply.

Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more

Follow the Authors

Something went wrong. Please try your request again later.


Delivering Quality Service Paperback – 1 April 2009

4.4 out of 5 stars 22 ratings

Amazon Price
New from Used from
Kindle
Paperback
$34.44
$28.77

Enhance your purchase

New from the author of The Girl from Munich
From Australia’s bestselling author comes the story of one woman’s determination to find her place in a world that men are threatening to tear apart. Shop now.

Product description

Review

Christopher H. Lovelock 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.

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."

George J. Stasick 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.

Joel D. Raphael Director, AT&T Communications "Delivering Quality Service" should be required reading for anyone in a service business.

Roger J. Dow 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.

Thomas R. Elsman 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.

About the Author

Valarie A. Zeithaml is associate professor at the Fuqua School of Business at Duke University. The recipient of three distinguished teaching awards, Dr. Zeithaml has written articles for the Journal of Consumer Research, Journal of Marketing, and the Journal of Retailing.

Save on select Books
Discover deals on fiction, non-fiction, children's books and more Shop now

Product details

  • Publisher ‏ : ‎ Free Press (1 April 2009)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 240 pages
  • ISBN-10 ‏ : ‎ 1439167281
  • ISBN-13 ‏ : ‎ 978-1439167281
  • Dimensions ‏ : ‎ 15.24 x 1.52 x 22.86 cm
  • Customer Reviews:
    4.4 out of 5 stars 22 ratings

About the author

Follow authors to get new release updates, plus improved recommendations.
Brief content visible, double tap to read full content.
Full content visible, double tap to read brief content.

Discover more of the author’s books, see similar authors, read author blogs, and more

Customer reviews

4.4 out of 5 stars
4.4 out of 5
22 global ratings

Review this product

Share your thoughts with other customers

Top reviews from Australia

There are 0 reviews and 0 ratings from Australia

Top reviews from other countries

Mr. James Hubbard
1.0 out of 5 stars Poor quality printing, literally painful to read.
Reviewed in the United Kingdom on 17 July 2015
Verified Purchase
2 people found this helpful
Report abuse
Ms E Conlan
5.0 out of 5 stars Five Stars
Reviewed in the United Kingdom on 16 December 2014
Verified Purchase
Amazon Customer
5.0 out of 5 stars Five Stars
Reviewed in the United Kingdom on 3 May 2017
Verified Purchase
Robert Kennedy
5.0 out of 5 stars This is the real thing
Reviewed in the United Kingdom on 3 June 2014
Verified Purchase
Celso
5.0 out of 5 stars Delivering Quality Service
Reviewed in Mexico on 26 July 2018
Verified Purchase