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Delivering Quality Service: Balancing Customer Perceptions and Expectations

By (author) Valarie A. Zeithami, By (author) A. Parasuraman, By (author) Leonard L. Barry

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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.

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The Coming Wave: AI, Power and Our Future

Mustafa Suleyman
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352 pages
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Helgoland: The Strange and Beautiful Story of Quantum Physics

Carlo Rovelli
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208 pages
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The Order of Time

Carlo Rovelli
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224 pages
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Originally published in Italian: L'ordine del tempo (Milan: Adelphi Edizioni, 2017).

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