Delivering Quality Service: Balancing Customer Perceptions and Expectations The Free Press ( 01 March, 1990 ) Book Our Price : £ 18.27 List Price : £ 20.29 You save £2.02 (10% off) Prices subject to change. usually dispatched within 2 days.

A fundamental on service quality modelling

Although somewhat outdated in 1999, this is still a fundamental work on SERVQUAL, a measurement tool for service quality. Criticized and praised all over the world, this book provides the old model of the SERVQUAL tool. Very useful is the GAP analysis for hurdles on the way to excellent service quality and the chapters on how to get started. The authors draw on extensive research and promise no rose garden but hard work to get among the excellent businesses. The book is useful to understand and interpret the SERVQUAL tool. Limitations or expansions are suggested and allow to customize the tool for personal use.

How to move minds and influence people

A great read - easy to pick up and read in bite size chunks with lots of useful tips. Refreshingly good in this day and age of long, dull business books plus Iain doesnt try to baffle the reader with complex business jargon. Id recommend it to anyone who wants a good interesting read with some great little stories.

Customer review

This books is not only a refreshing take on how we can all communicate in a more compelling and incredibly human way, but also generates some powerful insights for the reader about your life, where youre at, and how you want your life to be! Not surprisingly, the book uses some powerful stories to get the key points across... The stories resontate with their familiarity, of much loved films, and self-insights of habits and circumstances ;-) This book is easy to read, and more importantly includes examples, illustrations, practical guidelines and exercises to get you on your way. Dont be fooled by the title and think this is a "business book". One of the lovely things about it is the diversity of its application: your busines, your career, your life, your kids! A serious contender as a book to slot into your bag for commuting dipping!