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Focusing on the relationship between customer expectations and perceived service quality, the book provides a framework for managers to assess and understand these expectations. It emphasizes the importance of building a branded service culture that consistently surpasses what customers anticipate, thereby enhancing their overall experience.
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Brand Manners: How to Create the Self-Confident Organisation to Live the Brand, Hamish Pringle, William Gordon
- Language
- Released
- 2001
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- (Hardcover)
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- Title
- Brand Manners: How to Create the Self-Confident Organisation to Live the Brand
- Language
- English
- Authors
- Hamish Pringle, William Gordon
- Publisher
- Wiley
- Released
- 2001
- Format
- Hardcover
- Pages
- 250
- ISBN13
- 9780471496069
- Series
- Tags
- Old adverts
- Rating
- 3.35 out of 5
- Description
- Focusing on the relationship between customer expectations and perceived service quality, the book provides a framework for managers to assess and understand these expectations. It emphasizes the importance of building a branded service culture that consistently surpasses what customers anticipate, thereby enhancing their overall experience.