Marketing Services: Competing Through Quality

Leonard L. Berry (Author)
Available

Product Details

Price
$16.95
Publisher
Free Press
Publish Date
April 16, 2004
Pages
228
Dimensions
6.0 X 9.0 X 0.52 inches | 0.01 pounds
Language
English
Type
Paperback
EAN/UPC
9780743267410

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About the Author

Leonard L. Berry holds the JCPenney Chair of Retailing Studies at Texas A&M University, where he is also Professor of Marketing and Director of the Center for Retailing Studies.

Reviews

Jeffrey Heilbrunn

President, American Marketing Association

Buy this book...before someone from Japan buys your company.
Richard M. Hart

Chairman of the Trust Committee, BANK ONE, Texas

Deals with the reality of the marketplace and effective approaches to marketing service quality. We will provide copies to all of our staff.
Stew Leonard, Jr.

President, Stew Leonard's

The latest concepts in quality at your fingertips! The "action-checklist" at the end of each chapter makes it easy to apply the concepts immediately. All I can say is "WOW!"
Ron Zemke

President, Performance Research Associates

Must reading for not only marketers but for any executive or manager concerned with the creation of distinctive quality service -- which should include just about everyone in the organization
Thomas J. Fitzgerald

Vice President, Corporate Marketing ARA Services

Very effectively combines the two disciplines of service quality and services marketing. Their work certainly reinforces my belief that for success in services, "it's not what you do, it's how you do it."
Stephen W. Brown First Interstate Center for Services Marketing, Arizona State University Significantly extends the literature on marketing and quality in services...well-researched and original....This book makes a difference.
Thomas J. Fitzgerald Vice President, Corporate Marketing ARA Services Very effectively combines the two disciplines of service quality and services marketing. Their work certainly reinforces my belief that for success in services, "it's not what you do, it's how you do it."
George S. Day The Wharton School, University of Pennsylvania A practical marriage of research insights with the best practices of firms. The lessons are just as pertinent to product marketers looking for defenses against agile competitors.
Thomas M. Bloch President and Chief Operating Officer, H&R Block This book represents an important advancement in the field of services marketing literature. It should be placed on the "required reading" list for all directors of service marketing.
J. Barry Mason University of Alabama Exciting, breakthrough concepts which extend and deepen the framework of their recent book, "Delivering Quality Service." Berry and Parasuraman model the way for the pursuit of zero defects in services.
Carl Sewell President, Sewell Village Cadillac; Author of "Customers For Life" Written with the soul of a teacher -- read the action checklists. They are invaluable. No one understands customer service better.
Ron Zemke President, Performance Research Associates Must reading for not only marketers but for any executive or manager concerned with the creation of distinctive quality service -- which should include just about everyone in the organization
Jeffrey Heilbrunn President, American Marketing Association Buy this book...before someone from Japan buys your company.
Richard M. Hart Chairman of the Trust Committee, BANK ONE, Texas Deals with the reality of the marketplace and effective approaches to marketing service quality. We will provide copies to all of our staff.
Stew Leonard, Jr. President, Stew Leonard's The latest concepts in quality at your fingertips! The "action-checklist" at the end of each chapter makes it easy to apply the concepts immediately. All I can say is "WOW!"