Delivering Quality Service
The book defines excellent service as the capacity to fulfill promises, requiring first to define what can be promised. It presents a model derived from seven years of service quality research that balances customer value perception with need, illustrated by Florida Power & Light, Deluxe Corporation, and Metropolitan Life Insurance. The model evaluates five quality attributes—reliability, empathy, assurance, responsiveness, tangibles—by comparing perceptions with expectations, giving managers a two‑part measure to segment markets by service expectations.