Improving service quality in America: Lessons learned

Leonard L. Berry · A. Parasuraman · Valerie A. Zeithaml

449 citations0/0 files storedAcademy of Management Perspectives

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Customer Service Quality and Loyalty Management Systems and Quality Improvement Service and Product Innovation

Abstract

Executive Overview Delivering excellent service is a winning strategy. Quality service sustains customers' confidence and is essential for a competitive advantage. Yet many companies are struggling to improve service, wasting money on ill-conceived service programs and undermining credibility with management rhetoric not backed up with action. Are there guidelines to help managers chart a service-improvement strategy for their organizations? We think so. In this article ten lessons from an extensive ten-year study of service quality in America are presented—lessons that we believe apply across industries and are essential to the service-improvement journey.

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References

1987Leadership and Performance beyond Expectations 1985Employee and customer perceptions of service in banks: Replication and extension.1988Superiors' evaluations and subordinates' perceptions of transformational and transactional leadership.

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1998SERV∗OR: A managerial measure of organizational service-orientation 2004Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant 1996ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVEL 1999HRM and service fairness: How being fair with employees spills over to customers 2015How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality 2008Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context 2000INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation 2000Targets and Standards of Quality in Sport Services

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