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Delivering Quality Service
Valarie A. Zeithaml
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- Editora: UmLivro
- Ano: 2009
- ISBN: 9781439167281
- 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.
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