Ten lessons for improving service quality
Subtitle: commentary
By: Leonard L. Berry, A. Parasuraman, Valarie A. Zeithaml
Series: Report -- no. 93-104; Report (Marketing Science Institute) -- no. 93-104
Publisher: Marketing Science Institute
Published: 1993
Place of publication: Cambridge, Mass
Language: eng
Number of pages: 25
Subjects: Customer services; Quality control; Service industries
Notes: "May 1993."

"To prepare this paper, we asked ourselves if there are certain lessons of service quality that apply across service industries and are essential to service improvement. We came up with ten lessons that met these two tests: lesson[s] of listening, ...reliability, ...basic service, ...service design, ...recovery, ...surprising customers, ...fair play, ...teamwork, ...employee research, ...servant leadership. These ten lessons represent ... the foundation for service improvement. The potential for service improvement is diminished if even one of these ten essentials is missing."--Prelims.

Includes bibliographical references (p. 25).