How long does it take to read Delivering Quality Service?
Delivering Quality Service by Valarie A. Zeithaml takes about 4 hours 9 minutes to read at 250 words a minute.
About 4 hours 9 minutes
A weekend read
First published 1990. 226 pages, about 62,150 words.
9 days at 30 minutes a day
Estimate based on 275 words per page.
At other speeds
| Slow, 150 words a minute | 6 hours 54 minutes |
| Average, 250 words a minute | 4 hours 9 minutes |
| Fast, 400 words a minute | 2 hours 35 minutes |
The page count is the median across 4 editions, so your copy may differ. How we calculate.
About the book
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. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer Service. Business.
Subjects: Quality control, Customer services, Service industries, Mathematical models, Customer service
