- Hardcover: 212 pages
- Publisher: The Free Press (30 Sep 1991)
- Language English
- ISBN-10: 002903079X
- ISBN-13: 978-0029030790
- Product Dimensions: 24.4 x 16.2 x 2.3 cm
- Amazon Bestsellers Rank: 409,821 in Books (See Top 100 in Books)
Marketing Services
and over one million other books are available for Amazon Kindle .
Learn more
| ||||||||||||||||||||
Did you know you can trade in your old books for an Amazon.co.uk Gift Card to spend on the things you want? Plus, get an extra £5 Gift Certificate when you trade in books worth £10 or more before June 30, 2012. Visit the Books Trade-In Store for more details. |
Product details |
More About the Author
Product Description
Review
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.
Product Description
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 authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing. They argue that superior service cannot be manufactured in a factory, packaged, and delivered intact to customers. Though an innovative service concept may give a company an initial edge, superior quality is vital to sustaining success.
Berry and Parasuraman show that inspired leadership, a customer-minded corporate culture, an excellent service-system design, and effective use of technology and information are crucial to superior service quality and services marketing. When a company's service is excellent, customers are more likely to perceive value in transactions, spread favorable word-of-mouth impressions, and respond positively to employee-cross-selling efforts. The authors point out that a service company that does relatively little pre-sales marketing but is truly dedicated to delivering excellent quality service will have greater marketing effectiveness, higher customer retention, and more sales to existing customers than a company that emphasizes pre-sale marketing but falls short during actual service delivery. The focus of any company, they insist, must be customer satisfaction through integration of service quality throughout the entire system.
Filled with examples, stories, and insights from senior executives, Berry and Parasuraman's new framework for effective marketing servicescontains the key to high-performance services marketing.
Inside This Book
(Learn More)
First Sentence
A guest at the Holiday Inn on Union Square in San Francisco is attempting to turn on the radio in his room. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
A guest at the Holiday Inn on Union Square in San Francisco is attempting to turn on the radio in his room. Read the first page
Explore More
Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Tag this product(What's this?)Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organise and find favourite items. |
What Other Items Do Customers Buy After Viewing This Item?
Customer Reviews
There are no customer reviews yet on Amazon.co.uk.
5 star
4 star
3 star
2 star
1 star
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
3 reviews
6 of 6 people found the following review helpful
Truely a classic!
31 May 2000
Format:Hardcover
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
4 of 4 people found the following review helpful
2nd one Ordered- pages falling from 1st one!
15 Sep 2000
Format:Hardcover
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!
1 of 1 people found the following review helpful
"Hard Sell" to the Company Staff
28 Aug 2004
Format:Hardcover
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.
Were these reviews helpful?
Let us know
Listmania!
Look for similar items by category
Look for similar items by subject
Feedback
- Would you like to update product info or give feedback on images?
- I am the Author, and I want to comment on my book.
- I am the Publisher, and I want to comment on this book.
