Cómo descubrir el alma del servicio: los nueve motores del éxito empresario sostenido

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Ediciones Granica S.A., 2000 - Business & Economics - 379 pages
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Contents

Section 1
9
Section 2
11
Section 3
19
Section 4
43
Section 5
71
Section 6
101
Section 7
116
Section 8
127
Section 12
185
Section 13
198
Section 14
229
Section 15
265
Section 16
285
Section 17
294
Section 18
311
Section 19
333

Section 9
155
Section 10
156
Section 11
167
Section 20
353
Section 21
361
Copyright

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About the author (2000)

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.

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