Customer Reviews

Marketing Services: Competing Through Quality

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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

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!

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.