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Title: Marketing Services : Competing Through Quality by Leonard L. Berry ISBN: 0-02-903079-X Publisher: Free Press Pub. Date: 01 September, 1991 Format: Hardcover Volumes: 1 List Price(USD): $32.95 |
Average Customer Rating: 4.5 (2 reviews)
Rating: 5
Summary: 2nd one Ordered- pages falling from 1st one!
Comment: 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!
Rating: 4
Summary: Truely a classic!
Comment: 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
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Title: DELIVERING QUALITY SERVICE by Valarie A. Zeithaml ISBN: 0029357012 Publisher: Free Press Pub. Date: 19 March, 1990 List Price(USD): $36.00 |
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Title: ON GREAT SERVICE : A FRAMEWORK FOR ACTION by Leonard L. Berry ISBN: 0029185556 Publisher: Free Press Pub. Date: 01 April, 1995 List Price(USD): $30.00 |
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Title: Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success by Leonard L. Berry ISBN: 0684845113 Publisher: Free Press Pub. Date: 12 February, 1999 List Price(USD): $26.00 |
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Title: SERVICE BREAKTHROUGHS : CHANGING THE RULES OF THE GAME by James L. Heskett ISBN: 0029146755 Publisher: Free Press Pub. Date: 17 September, 1990 List Price(USD): $35.00 |
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Title: Service Management and Marketing : A Customer Relationship Management Approach, 2nd Edition by Christian Grönroos, Christian Gronroos ISBN: 0471720348 Publisher: John Wiley & Sons Pub. Date: 06 September, 2000 List Price(USD): $55.00 |
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