Marketing Services: Competing Through Quality

by Leonard L. Berry

Book Overview

Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 002903079X
• ISBN13: 9780029030790
• Release Date: September 1991
• Publisher: Free Press
• Length: 212 Pages
• Weight: 1.15 lbs.
• Dimensions: 0.9" x 6.4" x 9.6"

Customer Reviews

"Hard Sell" to the Company Staff

The hardest sell for quality companies is to their staff. This book is a great help for management efforts to communicate effectively with staff the importance of providing high quality, caring customer service.

2nd one Ordered- pages falling from 1st one!

I'm a CFO for a large service company. I first read the book in an MBA program in 1991 and it has never left my "often used" book shelf. Extremely concrete explanations and examples that can be put into real life. We are developing a training model for our employees from the book. Nothing but kudos for Berry and Parasuraman!

Truely a classic!

The terrible thing about Berry's/Parasuraman's book is that, altough it first has been published almost a decade ago, its message on the meaning and the importance of service hasn't become more widespread. Why should you read this book? - Good ideas for new (meaning: not commonly known and accepted) service ideas. - Useful checklists - Altough scientifically based the book is still easy and fun reading - Very good section on complaint-management