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Marketing Services: Competing Through Quality Paperback – April 16, 2004


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Product Details

  • Paperback: 228 pages
  • Publisher: Free Press (April 16, 2004)
  • Language: English
  • ISBN-10: 0743267419
  • ISBN-13: 978-0743267410
  • Product Dimensions: 5.5 x 0.6 x 8.4 inches
  • Shipping Weight: 12 ounces (View shipping rates and policies)
  • Average Customer Review: 4.3 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Best Sellers Rank: #2,824,159 in Books (See Top 100 in Books)

Editorial Reviews

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. -- Review --This text refers to an out of print or unavailable edition of this title.

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.

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Customer Reviews

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Most Helpful Customer Reviews

7 of 7 people found the following review helpful By Uli Leitner on May 31, 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
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5 of 5 people found the following review helpful By Michael Tully on September 14, 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!
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2 of 2 people found the following review helpful By Gene R. Beaty on August 28, 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.
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