In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
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About the Author
Roland T. Rust holds the David Bruce Smith Chair in Marketing at the Robert H. Smith School of Business at the University of Maryland, where he is Chair of the Marketing Department and directs the Center for e-Service. His lifetime achievement honors include the American Marketing Association’s Gilbert A. Churchill Award for contributions to marketing research, the Outstanding Contributions to Research in Advertising award from the American Academy of Advertising, the AMA’s Career Contributions to the Services Discipline Award, Fellow of the American Statistical Association, and the Henry Latané Distinguished Doctoral Alumnus Award from the University of North Carolina at Chapel Hill. He has won best article awards for articles in Marketing Science, Journal of Marketing Research, Journal of Marketing (twice), Journal of Advertising, and Journal of Retailing, as well as MSI’s Robert D. Buzzell Best Paper Award (twice). His book, Driving Customer Equity (written with Valarie Zeithaml and Katherine Lemon) won the 2002 Berry-AMA Book Prize for the best marketing book of the previous three years. His work has received extensive media coverage, including a Business Week cover story and an appearance on ABC World News Tonight with Peter Jennings. He is the founder and Chair of the AMA Frontiers in Services Conference, and serves as founding Editor of the Journal of Service Research. Professor Rust also is an Area Editor at Marketing Science, and serves on the editorial review boards of the Journal of Marketing Research, Journal of Marketing, and the Journal of Interactive Marketing. He has consulted with many leading companies worldwide, including such companies as American Airlines, AT&T, Chase Manhattan Bank, Dow Chemical, DuPont, FedEx, IBM, Nortel, Procter & Gamble, Sears, Unilever, and USAA.
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Inside This Book
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First Sentence:
One of us (Rust) recently gave a lecture to an alumni gathering at Vanderbilt on the topic of Total Quality Management (TOM) and how it was being misapplied (see Kordupleski, Rust, & Zahorik, 1992). Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Journal of Marketing, New York, Journal of Consumer Research, Journal of Retailing, United States, Von Wright, Marketing Science, Free Press, American Marketing Association, Harvard University Press, University of Michigan, Englewood Cliffs, Newbury Park, Journal of Consumer Satisfaction, Journal of Political Economy, Cambridge University Press, Donald Trump, Harvard Business Review, John Doe, John Wiley, Journal of Applied Psychology, University of Chicago Press, Vanderbilt University, Ann Arbor, Columbia University Press New!
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Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
One of us (Rust) recently gave a lecture to an alumni gathering at Vanderbilt on the topic of Total Quality Management (TOM) and how it was being misapplied (see Kordupleski, Rust, & Zahorik, 1992). Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Journal of Marketing, New York, Journal of Consumer Research, Journal of Retailing, United States, Von Wright, Marketing Science, Free Press, American Marketing Association, Harvard University Press, University of Michigan, Englewood Cliffs, Newbury Park, Journal of Consumer Satisfaction, Journal of Political Economy, Cambridge University Press, Donald Trump, Harvard Business Review, John Doe, John Wiley, Journal of Applied Psychology, University of Chicago Press, Vanderbilt University, Ann Arbor, Columbia University Press New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 22
books:
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46
books
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- Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) by Valarie A. Zeithaml and A. Parasuraman on 7 pages
- Marketing Research by A. Parasuraman on 7 pages
- Consumer Research: Introspective Essays on the Study of Consumption by Morris B. Holbrook on 5 pages
- Consumer Research: Postcards From the Edge (Consumer Research and Policy) by Stephen Brown on 5 pages
- Marketing Research Im by CHURCHILL on 4 pages
See all 22 books this book cites
- Consumers and Services by Mark Gabbott on 5 pages
- Consumer Value: A Framework for Analysis and Research (Routledge Interpretive Market Research Series) by Morris Holbrook on 5 pages
- ADV SER MAR MAN V 6 (Advances in Services Marketing and Management) (Advances in Services Marketing & Management) by SWARTZ on page 76, page 77, and page 146
- Consumer Value: A Framework for Analysis and Research (Routledge Interpretive Market Research) by Morris Holbrook in Front Matter, page 61, and Back Matter
- Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention by Thorsten Hennig-Thurau on page 20, page 26, and page 102
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