Título : | Exelencia en el servicio: Satisfacer las expectativas y necesidades del cliente | Tipo de documento: | texto impreso | Autores: | Albrecht, Karl., Autor ; Bradford, Lawrence J., Autor | Editorial: | Bogotá: Legis | Fecha de publicación: | 1990. | Número de páginas: | 236 p. | ISBN/ISSN/DL: | 958-9042-91-10 | Idioma : | Español (spa) | Materias: | Mercadeo
| Palabras clave: | Servicio | Clasificación: | 658.812 / A517e | Resumen: | Conocer al cliente , Gerencia del servicio , Triangulo del servicio , Momento de verdad , Ciclo del servicio , Momentos críticos de verdad , Modelo de un momento de verdad , Cliente de la década del noventa , Libreta de calificaciones del cliente , Investigar la percepción de los clientes , Entrevista con los clientes , Encuestas cuándo - por qué y cómo , Establecer un sistema de evaluación de calidad de servicios (SQMS). |
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) 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