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On Great Service: A Framework for Action
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On Great Service: A Framework for Action Hardback - 1995

by Leonard L. Berry

  • New
  • Hardcover

Improving service quality has finally become a top priority of management today, yet according to service quality expert Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. Berry offers a dynamic framework for improving service, rich with insights and compelling examples of great service.

Description

Hardback. New. Improving service quality has finally become a top priority of management today, yet according to service quality expert Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. Berry offers a dynamic framework for improving service, rich with insights and compelling examples of great service.
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Details

  • Title On Great Service: A Framework for Action
  • Author Leonard L. Berry
  • Binding Hardback
  • Edition First Edition
  • Condition New
  • Pages 292
  • Volumes 1
  • Language ENG
  • Publisher Free Press, Old Tappan, New Jersey, U.S.A.
  • Date 1995-04-01
  • Illustrated Yes
  • Features Bibliography, Illustrated, Index
  • Bookseller's Inventory # B9780029185551
  • ISBN 9780029185551 / 0029185556
  • Weight 1.26 lbs (0.57 kg)
  • Dimensions 9.6 x 6.46 x 1.08 in (24.38 x 16.41 x 2.74 cm)
  • Library of Congress subjects Customer services - Quality control, Customer services - United States -
  • Library of Congress Catalog Number 94041391
  • Dewey Decimal Code 658.562

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About the author

Leonard Berry holds the JCPenney Chair of Retailing Studies at Texas A&M University, where he is also Professor of Marketing. A former national president of the American Marketing Association, he is coauthor of Delivering Quality Service (Free Press, 1990) and Marketing Services (Free Press, 1991). Dr. Berry and his colleagues are creators of the service quality gaps model used throughout the world.