Book Review: On Great Service: A Framework for Action

Albrecht Karl (1988), At America's Service. Hornewood IL: Dow Jones-Irwin.

Aspden Peter (1996), “A Decade of Expansion,” Financial Times, (December 4).

Berry Leonard , and Parasuraman A. (1991), Marketing Services: Competing Through Quality. New York: The Free Press.

Bitner Mary Jo (1992), “Servicescapes: The Input of Physical Surroundings on Customers and Employees,” Journal of Marketing, 56 (April), 57–71.

Cronin Joseph Jr. , and Taylor Steven (1994), “SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality,” Journal of Marketing, 58 (January), 125–31.

Dabholkar Pratibha (1996), “Consumer Evaluations of New Technology-Based Self-Service Options,” International Journal of Research in Marketing, 13 (17), 29–52.

Gabbott Mark (1996), “Don't Just Sit There—Stand Up and Talk to Me: Interpersonal Orientation and Service Technology,” Marketing Theory and Applications: 1996 AMA Winter Educators Conference, Blair Edward , and Kamakui Wagner , eds. Chicago: American Marketing Association, 324–32.

Grudin Robert (1990), The Grace of Great Things: Creativity and Innovation. New York: Ticknor and Fields.

Iacobucci Dawn , Kent Grayson , and Ostrom Amy (1994), “The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration,” in Advances in Services Marketing and Management, Vol. 3, Swartz T. , Bowen D. , and Brown S. , eds. Greenwich, CT: JAI Press, 1–67.

Lovelock Christopher (1995), “Technology: Master or Servant in the Delivery of Services?” in Advances in Services Marketing and Management, Vol. 4, Swartz T. , Bowen D. , and Brown S. , eds. Greenwich, CT: JAI Press, 63–90.

Owen Wilfred (1920), ‘Preface’ The Collected Poems of Wilfred Owen, 10th ed., Day Lewis C. , ed. London: Chatto and Windus, 31.

Parasuraman A. , Zeithaml Valarie , and Berry Leonard (1994), ‘“Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of Reassessment,” Journal of Marketing, 58 (January), 111–24.

Peters Tom (1987), Thriving on Chaos. New York: Harper Row.

Robbins Harvey , and Finley Michael (1995), Why Teams Don't Work: What Went Wrong and How to Make It Right. New York: Peterson Pacesetter Books.

Rust Roland T. (1995), “Customer Value and Return on Quality” presentation to the Conference Board, Quality Council III, Orlando, Florida (November).

Zeithaml Valarie , Parasuraman A. , and Berry Leonard (1990), Delivering Service Quality. New York: The Free Press.