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From the PublisherStew 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
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.
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."
Jeffrey Heilbrunn President, American Marketing Association Buy this book...before someone from Japan buys your company.
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.
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.
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.
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 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.