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Five Imperatives for Improving Service Quality
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By Leonard L. Berry, Valarie A. Zeithaml and A. Parasuraman
Summer 1990
Reprint 3142
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Volume 31, Number 4, pages 29-38, 10 pages
Primary Topic: Service and Quality
SummaryIt is time for U.S. companies to raise their service aspirations significantly and for U.S. executives to declare war on mediocre service and set their sights on consistently excellent service, say the authors. This goal is within reach if managers will provide the necessary leadership, remember that the sole judge of service quality is the customer, and implement what the authors call the "five service imperatives." |
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