Dr. Leonard L. Berry

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Areas of Interest

• Healthcare Services Marketing
  
• Service Marketing
  
• Service Quality
  
• Retailing
  
• Services Management

EDUCATION

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Ph.D.

Arizona State University, 1968
Major: Marketing
Minors: Statistics, Behavioral Science (Sociology - Social Anthropology)

M.B.A.

University of Denver, 1965
Major: Marketing
Area of Concentration: Economics

B.A.

University of Denver, 1964
Major: Social Science Area
Areas of Concentration: Economics, Sociology and Psychology

Current Position

Distinguished Professor of Marketing, M.B. Zale Chair in Retailing and Marketing Leadership, and Professor of Humanities in Medicine, Texas A&M University

Appointed Professor of Humanities in Medicine in June 2004

Visiting Scientist, Mayo Clinic – Rochester, MN and Scottsdale, AZ, September 2001 - May 2002

Appointed to Zale Chair in January 2001

Stepped down as Director, Center for Retailing Studies in July 2000

Appointed Distinguished Professor of Marketing in September 1999

Appointed to JCPenney Chair of Retailing Studies in January 1991

Appointed Foley’s/Federated Professor of Retailing and Marketing Studies in September 1985

Appointed Professor of Marketing and Director, Center for Retailing Studies in January 1982

September 1978 - December 1981

Professor of Commerce, McIntire School of Commerce, University of Virginia.

July 1976 - June 1978

Professor of Marketing and Chairman of the Department of Marketing, School of Business Administration, Georgia State University.

July 1971 - June 1976

Associate Professor of Marketing and Chairman of the Department of Marketing, School of Business, Virginia Commonwealth University.

March 1968 – June 1971

Assistant Professor of Marketing, College of Business, Department of Administrative Operations, University of Denver.

SELECTED PROFESSIONAL ACTIVITIES

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Founding Director, Center for Retailing Studies, Texas A&M University, 1982-2000.

Founding Editor, Retailing Issues Letter, 1988-2001.

Editorial Review or Policy Boards: Annals of Family Medicine; Business Horizons; Health Environments Research & Design Journal; Journal of Retailing; Journal of Services Research; Marketing Management; Journal of Marketing (Four terms through 2005).

Special Issue or Section Editor: Marketing Management, Fall 1997, Theme: “Services Marketing in the New Millennium;” Journal of Retailing, Spring 1993, Theme: "Services Marketing;" Journal of Retailing, Fall 1977, Theme: "Retailing: The Next Ten Years."

Editor, Journal of Retail Banking, 1985-1988.

American Marketing Association:

National President, 1986-1987; Vice President, Marketing Education, 1980-1981; Vice President, Professional Development, 1982-1983; Special Services Marketing Task Force, 1981-1982; Chair, Services Marketing Planning Committee, 1982-1984; Board of Directors, 1980-1983; 1985-1988.

Board of Governors, Academy of Marketing Science, 2002-present.

Conference Leadership Roles:

Conference Committee, Frontiers in Service Management, Vanderbilt University, October 1998; Co-chair, American Marketing Association/University College Dublin Services Marketing Conference, Dublin, Ireland, June 12-15, 1997; Track Chairman, Academy of Marketing Science Annual Meeting, 1992 (Services Marketing); AMS/ACRA Retailing Conference, 1991 (Customer Service); Program Chair, International Research Seminar in Marketing, Aix en Provence, France, May 1988; Co-chair, AMA Faculty Consortium on Services Marketing, 1985; Co-chair, AMA Conference on Services Marketing, November 1982, West Palm Beach, Florida; Co-chairman, Financial Institution Marketing Strategies in the 1980s, University of Virginia, July 1979; Coordinator, National Workshop Series, American Marketing Association, 1978-1979; AMA Summer Educators’ Conference, 1977 (Marketing Education).

Executive Education:

Academic Director, Graduate School of Retail Bank Management, University of Virginia, 1978-1982; Services Marketing Institute, Arizona State University; Governors' Executive Development Program,

State of Texas; J.C. Penney Executive Marketing Strategy course, University of Florida and Santa Clara University, 1989-1990; Marriott Executive Development Program; Graduate School of Banking, University of Wisconsin, 1976-1983; Stonier Graduate School of Banking, Rutgers University, 1972-1983 and 1986; Pacific Coast Banking School, University of Washington, 1984-1990; Pepsi-Cola Management Institute, Purchase, New York, 1969-1975.

Boards of Directors (current):

Lowe’s Companies, Inc., since 1998; Genesco Inc., since 1999; Darden Restaurants, since 2001; Center for Health Design (non-profit), since 2002. Nemours Foundation (duPont Hospital for Children, Nemours Children’s Clinics, kidshealth.org and other entities -- non-profit), since 2006.

Boards of Directors (past):

Grocery Outlet, 2000-2003; CompUSA Inc., 1993-2000; Hastings Entertainment, Inc., 1994-2000; Specialty Retailers, Inc., 1989-1994; Public Member, Council of Better Business Bureaus, 1995-1999.

Boards of Advisors:

Copernicus, since 1994; Yankelovich Partners, 1991-1994.

Texas A&M University Mays Business School Promotion and Tenure Committee, 1989-1991; 1998-2001; 2002-2005; 2007.

Texas A&M University Mays Business School Research Council, 2002-2005.

ACADEMIC AWARDS AND RECOGNITIONS

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2008, Association of Former Students Distinguished Achievement Award in Research, Texas A&M University

2008, Paul D. Converse Award, American Marketing Association, for outstanding contributions to marketing scholarship (awarded every four years)

2007, Winner of the Best Paper Award for article published in Business Horizons in 2007, “Building a Strong Services Brand: Lessons from Mayo Clinic,” Business Horizons, May-June 2007 (with Kent D. Seltman)

2007, American Marketing Association/Irwin/McGraw-Hill Distinguished Marketing Educator Award

2006, Academy of Marketing Science Outstanding Marketing Teacher Award

2006, Academy of Marketing Science Fellow

2003, Mays Distinguished Research Achievement Award, Texas A&M University

2003, American Marketing Association SERVSIG Best Services Marketing Article Award for 2002, “Understanding Service Convenience,” Journal of Marketing, July 2002 (with K. Seiders and D. Grewal)

2002, University Distinguished Lecturer, Texas A&M University

2002, Selected as the namesake for a new annual community award for customer service. The award is called the Leonard L. Berry Customer Service Excellence Award.

2000, Pinnacle Award for Marketing Educator of the Year, Sales and Marketing Executives International

2000, Outstanding Marketing Educator Award, The Academy of Marketing Science

1999, Appointed Distinguished Professor of Marketing, Texas A&M University

1997, American Marketing Association SERVSIG Best Services Marketing Article Award for 1996, “The Behavioral Consequences of Service Quality,” Journal of Marketing, April 1996 (with Valarie Zeithaml and A. Parasuraman)

1996, Association of Former Students Distinguished Achievement Award in Research, Texas A&M University

1996, American Marketing Association SERVSIG Services Marketing Career Contributions Award

1995, Distinguished Alumnus Award, Department of Marketing, Arizona State University

1994, Jagdish N. Sheth Best Article Award appearing in Volume 21 of JAMS, "The Nature and Determinants of Customer Expectations of Service," Journal of the Academy of Marketing Sciences, Winter 1993 (with Valarie Zeithaml and A. Parasuraman)

1994, Fellow of the Center for Services Marketing, Vanderbilt University

1990, Association of Former Students Distinguished Achievement Award in Teaching, Texas A&M Univ.

1989, Texas A&M University nominee for the Minnie Stevens Piper Award for Outstanding Teaching

1989, College of Business Administration Research Achievement Award, Texas A&M University

1988, Fellow of the First Interstate Center for Services Marketing, Arizona State University

1988, College of Business Administration Distinguished Service Award, Texas A&M University

1982, Graduate Faculty Research Fellow Award, College of Business Administration,

Texas A&M University

1970, Cecil Puckett Award (Award for the Outstanding Faculty Member, College of Business Administration, University of Denver)

1967, American Marketing Association Doctoral Consortium Fellow

1964, Scholar-Athlete of the Year Award, University of Denver

PUBLICATIONS

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Books

Management Lessons from Mayo Clinic, New York: Mc-Graw-Hill, June, 2008, 256 pp. (with Kent D. Seltman).

Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success, New York: The Free Press, 1999, 269 pp. Translated and published in Spanish by Granica, in Dutch by Samsom Publishing, in Chinese by Sitak Publishing, in German by Moderne Industrie; in Japanese by Diamond, Inc., in Portuguese by Qualitymark Editora Ltda., and in Korean by KLM and KIM Books.

On Great Service: A Framework for Action, New York: The Free Press, 1995, 292 pp. Translated and published in German by Schaffer Poeschel Verlag, in Spanish (for Latin America) by Editorial Norma, in Portuguese by Editora Campus Ltda. and in Spanish (for Spain) by Ediciones Duesto.

Marketing Services: Competing Through Quality, New York: The Free Press, 1991, 212 pp. (with A. Parasuraman). Translated and published in Italian by Sperling & Kupfer, in German by Campus Verlag, in Portuguese and Spanish by Grupo Editorial Norma, and in Chinese by Business Weekly.

Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York: The Free Press, 1990, 256 pp. (with A. Parasuraman and Valarie A. Zeithaml). Selected by Choice Magazine as one of the top ten business books for 1990. Translated and published in Italian by McGraw-Hill, in German by Campus Verlag, and in Spanish by Ediciones Diaz De Santos.

Service Quality: A Profit Strategy for Financial Institutions, Homewood, Illinois: Dow Jones-Irwin, 1989, 209 pp. (with David Bennett and Carter H. Brown). Translated and published in Spanish by Ediciones Diaz de Santos, S.A., 1989.

Bankers Who Sell: Improving Selling Effectiveness in Banking, Chicago: Bank Marketing Association and Dow Jones-Irwin, 1985, 158 pp. (with Charles Futrell and Michael Bowers).

Marketing Financial Services: A Strategic Vision, Homewood, Illinois: Dow Jones-Irwin, 1985, 268 pp. (with James H. Donnelly, Jr. and Thomas W. Thompson). Translated and published in Spanish by Ediciones Diaz de Santos, S.A., 1989.

Emerging Perspectives on Services Marketing, Proceedings of Services Marketing Conference, Chicago: American Marketing Association, 1983, 146 pp. (edited with G. Lynn Shostack and Gregory D. Upah).

Financial Institution Marketing: Strategies in the 1980s, Washington, D.C.: Consumer Bankers Association, 1980, 217 pp. (edited with James H. Donnelly, Jr.).

Banking Tomorrow: Managing Markets Through Planning, New York: Van Nostrand Reinhold, 1978, 304 pp. (with Thomas W. Thompson and Philip H. Davidson). Republished by Robert F. Dame, Inc. (1981).

Marketing for Bankers, Washington, D.C.: American Institute of Banking and American Bankers Association, 1975, 333 pp. (with James H. Donnelly, Jr.).

Marketing for the Bank Executive, New York: Petrocelli Books, 1974, 412 pp. (edited with L.A. Capaldini). Published in Great Britain by Leviathan House, 1975. Translated and published in Spanish by Tecniban, 1976.

Marketing and the Social Environment: A Readings Text, New York: Petrocelli Books, 1974, 416 pp. (edited with James S. Hensel).

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Articles and Published Reports in Healthcare Services

“The Impact of Facilities Improvements on Hospital Nurses,” Health Environments Research & Design Journal, forthcoming 2008 (with Janet Parish).

“The Effect of the Servicescape on Service Workers,” Journal of Service Research, February 2008, pp. 220-238 (with Janet Parish and Shun Yin Lam).

“Patients' Commitment to their Primary Physician and Why it Matters,” Annals of Family Medicine, Jan./Feb. 2008, pp. 6-13 (with Janet Parish, Ramkumar Janakiraman, Lee Ogburn-Russell, Glen Couchman, William Rayburn, and Jedidiah Grisel).

"Healthcare: A Fertile Field for Service Research," Journal of Service Research, November 2007, pp. 111-122 (with Neeli Bendapudi).

"Should Business Care About Obesity?," Sloan Management Review, Winter 2007, pp. 15-17 (with Kathleen Seiders).

"A Physician's Agenda for Partnering with Employers and Insurers: Fresh Ideas," Mayo Clinic Proceedings, December 2006, pp. 1592-1602 (with Ann M. Mirabito, Sankey Williams, and Frank F. Davidoff).

“Regaining the Health of a Nation: What Business can do about Obesity,” Organizational Dynamics, forthcoming Fall 2006 (with Kathleen Seiders and Albert C. Hergenroeder).

Patients’ Perspectives on Ideal Physician Behaviors,”Mayo Clinic Proceedings, March 2006, pp. 338-344 (with Neeli Bendapudi, Keith Frey, Janet Parish, William Rayburn).

“The Collaborative Organization: Leadership Lessons from Mayo Clinic,” Organizational Dynamics, Fall 2004, pp. 228-242.

“The Business Case for Better Buildings,” Frontiers of Health Services Management, Fall 2004, pp. 3-24 (with Derek Parker, Russell Coile, Kirk Hamilton, David O’Neill, Blair Sadler). A condensed version of this article is forthcoming in Healthcare Financial Management, November 2004.

“A Health Care Agenda for Business,” Sloan Management Review, Summer 2004, pp. 56-64 (with Ann Mirabito and Don Berwick).

“Restoring Customer Confidence,” Marketing Health Services, Spring 2004, pp. 14-19 (with Jonathan Leighton).

“The Patient’s Role in Healthcare,” Mayo Magazine, Winter 2004, pp. 11-15 (with Neeli Bendapudi).

“Where to Invest Healthcare Dollars,” Modern Healthcare, January 2004, p 25.

"Clueing in Customers," Harvard Business Review, February 2003, pp. 100-106 (with Neeli Bendapudi). Also appears in Mayo Magazine, Fall/Winter 2003, and Ettinger/Feldman, Textbook of Veterinary Internal Medicine, Elsevier Press, 6th Edition, 2004.

“Innovations in Access to Care: A Patient-Centered Approach,” Annals of Internal Medicine, October 7, 2003, pp. 568-574 (with Kathleen Seiders and Susan Wilder).

“Communicating Without Words,” Healthcare Design, September 2002, pp. 15-18.

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Articles in Services Marketing

“Serving Unfair Customers,” Business Horizons, Jan./Feb. 2008, pp. 29-37 (with Kathleen Seiders).

“Build Loyalty through Experience Management,” Quality Progress, September 2007, pp. 26-32 (with Lewis P. Carbone).

"The Best Companies are Generous Companies," Business Horizons, July-August 2007, pp. 263-269.

"Building a Strong Services Brand: Lessons from Mayo Clinic," Business Horizons, May-June 2007, pp. 199-209 (with Kent D. Seltman). Winner of Best Paper Award for articles published in Business Horizons in 2007.

"The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality," Cornell Hotel and Restaurant Administration Quarterly, February 2007, pp. 59-69 (with Eileen A. Wall).

"Service Clues and Customer Assessment of the Service Experience: Lessons from Marketing," Academy of Management Perspectives, Vol. 20, May 2006, pp. 43-57 (with Eileen A. Wall and Lewis P. Carbone).

"Creating New Markets Through Service Innovation," Sloan Management Review, Winter 2006, pp. 56-63 (with Venkatesh Shankar, Janet Parish, Susan Cadwallader, Thomas Dotzel). Also appears in Lovelock and Wirtz, Services Marketing, Sixth Edition, Prentice Hall, 2006.

“Branding Labour-Intensive Services,” Business Strategy Review, Spring 2004, pp. 18-25 (with Sandra Lampo).

“How to Lead the Customer Experience,” Marketing Management, Jan.-Feb. 2003, pp. 18-23 (with Stephan H. Haeckel and Lewis P. Carbone).

“Understanding Service Convenience,” Journal of Marketing, July 2002, pp. 1-17 (with Kathleen Seiders and Dhruv Grewal). Selected by the AMA’s Services Marketing Special Interest Group as the best services marketing article in 2002.

“Managing the Total Customer Experience,” Sloan Management Review, Spring 2002, pp. 85-89 (with Lewis P. Carbone and Stephan H. Haeckel).

“Relationship Marketing of Services -- Perspectives from 1983 and 2000,” The Journal of Relationship Marketing, Vol. 1, No. 1, 2002, pp. 59-77.

“Generous Companies Serve the Best,” Marketing Management, Nov.-Dec. 2001, pp. 12-13.

“Improve Service by Acting Small,” Managing Service Quality, Vol. 11, No. 2, 2001, pp.75-79.

“Designing the Service Factory for Customers and Employees,” Dienstleistungsmanagement, Jahrbuch 2001, Manfred Bruhn and Bernd Stauss (eds.), Wiesbaden, Germany: Gabler Verlag, 2001, pp. 521-531 (with Eileen A. Wall).

“Services Marketing Starts from Within – A Commentary,” in Internal Marketing: Directions for Management, Richard Varey and Barbara Lewis (eds.), (London: Routledge), 2000, pp. 173-175 (commentary) and pp. 176-191 (reprint of original article) (with A. Parasuraman).

“Self-Portrait” essay in Services Marketing Self-Portraits: Introspections, Reflections, and Glimpses from the Experts, Raymond P. Fisk, Stephen J. Grove, and Joby John (eds.), Chicago: American Marketing Association, 2000, pp. 1-18.

“An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery,” Journal of Service Research, November 2000, pp. 121-137 (with Michael McCollough and Manjit Yadav).

“Cultivating Service Brand Equity,” Journal of the Academy of Marketing Science, Winter 2000, pp. 128-137.

“Teaching an Old Service New Tricks: The Promise of Service Redesign,” Journal of Service Research, February 2000, pp. 265-275 (with Sandra Lampo).

“Strategic Generosity,” Leader to Leader, Fall 1999, pp. 30-35.

“Service Fairness: What It Is and Why It Matters,” The Academy of Management Executive, May 1998, pp. 8-20 (with Kathleen Seiders).

“Der Bravo-Faktor: Leadership in Dienstleistungs-Organisationen,” Handbuch Dienstleistungs-Marketing, Anton Meyer (ed.), (Stuttgart: Schaffer-Poeschel), 1998, pp. 153-162.

"The Service Nightmare: Can We Sustain Success?," Marketing Management, Fall 1997, pp. 10-13.

“Leading for the Long Term,” Leader to Leader, Fall 1997, pp. 30-36. Also appears in Hesselbein and Cohen’s, Leader to Leader, Jossey-Bass, 1999.

“Listening to the Customer -- The Concept of a Service Quality Information System,” Sloan Management Review, Spring 1997, pp. 65-76 (with A. Parasuraman). Also appears in Lovelock, Services Marketing: People, Technology, Strategy, Fourth Edition, Prentice Hall, 2000.

“Customers’ Motivations for Maintaining Relationships with Service Providers,” Journal of Retailing, Spring 1997, pp. 15-37 (with Neeli Bendapudi).

“Guiding and Inspiring Performance through a Service Strategy,” The Customer Service Management Journal, September 1996, pp. 6-8.

“Capture and Communicate Value in the Pricing of Services,” Sloan Management Review, Summer 1996, pp. 41-51 (with Manjit Yadav).

“The Behavioral Consequences of Service Quality,” Journal of Marketing, April 1996, pp. 31-46 (with A. Parasuraman and Valarie Zeithaml). Selected by the AMA’s Services Marketing Special Interest Group as the best services marketing article in 1996.

“Leading to Service Excellence,” The Quality Yearbook, James W. Cortada and John A. Woods (eds.), (New York: McGraw-Hill), 1996, pp. 3-8.

“Relationship Marketing of Services -- Growing Interest, Emerging Perspectives,” Journal of the Academy of Marketing Science, Vol. 23, No. 4, Fall 1995, pp. 236-245.

“Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria,” Journal of Retailing, Fall 1994, pp. 201-230 (with A. Parasuraman and Valarie Zeithaml). Selected as co-runner-up for best paper appearing in the Journal of Retailing in 1994. Also appears in Bruhn/Meffert, Handbuch Dienstleistungsmanagement, Gabler Verlag, 1998 and 2001.

“Moving Forward in Service Quality Research: Measuring Different Customer-Expectation Levels, Comparing Alternative Scales, and Examining the Performance-Behavioral Intentions Link,” Marketing Science Institute Report No. 94-114, September 1994, (with A. Parasuraman and Valarie Zeithaml).

“Improving Service Quality in America: Lessons Learned,” Academy of Management Executive, May 1994, pp. 32-44 (with A. Parasuraman and Valarie Zeithaml). Also appears in M&O Quarterly, No. 3, 1994. Reprinted with a new preface in MSI Reports, Issue One, 2003, pp. 61-77.

“Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research,” Journal of Marketing, January 1994, pp. 111-124 (with A. Parasuraman and Valarie Zeithaml).

“Ten Lessons for Improving Service Quality,” Marketing Science Institute Commentary, 1993, pp. 1-25 (with A. Parasuraman and Valarie Zeithaml). Translated and published in Italian by Gruppo Galgano.

“More on Improving Service Quality Measurement,” Journal of Retailing, Spring 1993, pp. 140-147 (with A. Parasuraman and Valarie Zeithaml).

“Building a New Academic Field -- The Case of Services Marketing,” Journal of Retailing, Spring 1993, pp. 13-60 (with A. Parasuraman).

“The Nature and Determinants of Customer Expectations of Service,” Journal of the Academy of Marketing Sciences, Winter 1993, pp. 1-12 (with Valarie Zeithaml and A. Parasuraman). Selected as the recipient of the 1993 Jagdish N. Sheth Best Article Award appearing in Volume 21 of JAMS. Also appears in Lovelock, Services Marketing, 3rd Edition, Prentice-Hall, 1996. Earlier version published in Marketing Science Institute Research Program Series, 1991, pp. 1-29 (nominated for Best Paper published by MSI in 1991).

“Strategic Positioning on the Dimensions of Service Quality,” Advances in Services Marketing and Management: Research and Practice, Teresa Swartz (ed.) JAI Press, 1992, pp. 207-228 (with Valarie Zeithaml and A. Parasuraman).

“Managing the Evidence in Service Businesses,” Design Management Journal, Winter 1992, pp. 97-102 (with Kathleen Seiders).

“Improving America's Service,” Marketing Management, Vol. 1, No. 3, Summer 1992, pp. 29-38.

“Prescriptions for a Service Quality Revolution in America,” Organizational Dynamics, Spring 1992, pp. 5-15 (with A. Parasuraman). Also appears in Total Quality Management, American Management Association, 1994.

“Services Marketing Starts From Within,” Marketing Management, Winter 1992, pp. 25-34 (with A. Parasuraman). Translated into German and published in Bruhn, Internes Marketing, 1995. Also appears with an original commentary in Varey and Lewis, Internal Marketing, Routledge, 2000.

"Refinement and Reassessment of the SERVQUAL Scale," Journal of Retailing, Winter 1991, pp. 420-450 (with A. Parasuraman and Valarie Zeithaml).

"Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model," Human Resource Management, Fall 1991 (published and copyrighted in 1992), pp. 335-364 (with A. Parasuraman and Valarie Zeithaml).

"A Framework for Conducting a Services Marketing Audit," Journal of the Academy of Marketing Sciences, Summer 1991, (with J.S. Conant and A. Parasuraman). Selected as a finalist for the 1992 Jagdish N. Sheth Award for the best article appearing in Volume 19 of JAMS.

"Understanding Customer Expectations of Service," Sloan Management Review, Spring 1991, pp. 39-48 (with A. Parasuraman and Valarie Zeithaml).

"An Empirical Examination of Relationships in an Extended Service Quality Model," Marketing Science Institute Research Program Series, 1990, pp. 1-55 (with A. Parasuraman and Valarie Zeithaml).

"Guidelines for Conducting Service Quality Research," Marketing Research, December 1990, pp. 34-44 (with A. Parasuraman and Valarie Zeithaml). Also appears in Christopher and Thor, Handbook for Productivity Measurement and Improvement, Productivity Press, 1993.

"Understanding, Measuring and Improving Service Quality: Findings from a Multiphase Research Program," in Service Quality -- Multidisciplinary and Multi-National Perspectives (Lexington Books 1991), Stephen Brown and Evert Gummesson (eds.), pp. 253-268 (with A. Parasuraman and Valarie Zeithaml).

"Five Imperatives for Improving Service Quality," Sloan Management Review, Summer 1990, pp. 29-38 (with Valarie Zeithaml and A. Parasuraman).

"Competing with Time-Saving Service," Business, April-May-June 1990, pp. 3-7 (with Linda R. Cooper).

"How to Sell New Services," American Demographics, October 1989, pp. 42-43.

"In Services, What's In a Name?" Harvard Business Review, September-October 1988, pp. 28-30 (with Edwin Lefkowith and Terry Clark).

"The Service Quality Puzzle," Business Horizons, September-October 1988, pp. 35-43 (with Valarie Zeithaml and A. Parasuraman). Also appears in Zemke and Bell, Service Wisdom: Creating and Maintaining the Customer Service Edge, Lakewood Books, 1989; Graham Clark, Managing Service Quality: An IFS Executive Briefing, IFS Publications, 1990.

"Communication and Control Processes in the Delivery of Service Quality," Journal of Marketing, April 1988, pp. 35-48 (with Valarie Zeithaml and A. Parasuraman). Earlier version published by Marketing Science Institute, June 1987, pp. 1-29. Also appears in Lovelock, Services Marketing, Prentice-Hall, 1991, and Bateson, Managing Services Marketing: Text and Readings, The Dryden Press, 2nd edition, 1992. Translated into German and published in Stauss and Bruhn, Dienstleistungsqualitat, 1991 and 1995.

"SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality," Journal of Retailing, Spring 1988, pp. 12-40 (with A. Parasuraman and Valarie Zeithaml). Translated into Japanese and republished in Journal of Japan Management Association, September 1989, pp. 84-96. Earlier version published by Marketing Science Institute, August 1986, pp. 1-37. Honorable Mention Award for best paper in the Journal of Retailing in 1988.

"Four Ways to Make Services More Tangible," Business, October-December 1986, pp. 53-54 (with Terry Clark).

"Big Ideas in Services Marketing," Journal of Consumer Marketing, Spring 1986, pp. 47-51.

"A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, Fall 1985, pp. 41-50 (with A. Parasuraman and Valarie Zeithaml). Earlier version published by Marketing Science Institute, August 1984, pp. 1-24. Also appears in Bateson, Managing Services Marketing: Text and Readings, The Dryden Press, 1989; 2nd edition, 1992; Marketing Masters, American Marketing Association, 1991; Payne, Christopher, Clark, and Peck, Relationship Marketing for Competitive Advantage, Butterworth-Heinemann, 1995; and in Carson and Gilmore, Services Marketing: Text and Readings, Mercury Publications Limited, 1996.

"Quality Counts in Services, Too," Business Horizons, May-June 1985, pp. 44-52 (with A. Parasuraman and Valarie Zeithaml). Also appears in Lovelock, Managing Services: Marketing, Operations, and Human Resources, Prentice-Hall, 1988; Clark, Managing Service Quality: An IFS Executive Briefing, IFS Publications, 1990.

"Problems and Strategies in Services Marketing," Journal of Marketing, Spring 1985, pp. 33-46 (with Valarie Zeithaml and A. Parasuraman). Also appears in Bateson, Managing Services Marketing: Text and Readings, The Dryden Press, 1989; 2nd edition, 1992.

"Synchronizing Demand and Supply in Service Businesses," Business, October-December, 1984, pp. 35-37 (with A. Parasuraman and Valarie Zeithaml).

"How Marketing Oriented Are Service Firms?," Business Horizons, November-December, 1983, pp. 28-31 (with A. Parasuraman and Valarie Zeithaml).

"Guidelines for Advertising Services," Business Horizons, May-June 1981, pp. 52-56 (with William R. George). Also appears in Lovelock, Services Marketing, Prentice-Hall, 1983; Bateson, Managing Service Marketing: Text and Readings, The Dryden Press, 1989; and Carson and Gilmore, Services Marketing: Text and Readings, Mercury Publications Limited, 1996.

"Services Marketing Is Different," Business, May-June, 1980, pp. 24-29. Also appears in Lovelock, Services Marketing, Prentice-Hall, 1983; Kinnear and Bernhardt, Dynamics of Marketing Principles, Scott, Foresman, 1983; R. Robicheaux, Marketing: Contemporary Dimensions, 1983; Kotler and Cox, Marketing Management and Strategy, Prentice-Hall, 1984 and 1988; Enis and Cox, Marketing Classics, Allyn and Bacon, 1988; and Rust, Zahorik, and Keiningham, Service Marketing, Harper Collins, 1995.

"Marketing's Crucial Role for Institutions of Higher Education," Atlanta Economic Review, July-August, 1977, pp. 24-31 (with Bruce H. Allen).

"Marketing the University: Opportunity in an Era of Crisis," Atlanta Economic Review, July-August, 1975, pp. 408 (with William R. George). Also appears in R. Robicheaux, W. Pride, O.C. Ferrell, Marketing: Contemporary Dimensions, Houghton Mifflin, 1977; L. Boone, Management Perspectives in Marketing, Dickenson, 1977; P. Montana, Marketing for Nonprofit Organizations, American Management Associations, 1978; World Executive's Digest, November, 1982.

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Articles in Retailing

“The Old Pillars of New Retailing,” Harvard Business Review, April 2001, pp. 131-137. Also appears in Harvard Business Review on Customer Relationship Management, 2001.

“Attention Retailers! How Convenient is Your Convenience Strategy?” Sloan Management Review, Vol. 41, No. 3, Spring 2000, pp. 79-89 (with Kathleen Seiders and Larry Gresham).

“For Love and Money: The Common Traits of Successful Retailers,” Organizational Dynamics, Fall 1997, pp. 7-23 (with Kathleen Seiders and Larry Gresham).

“Making Corporate Performance Soar,” Marketing Management, Vol. 5, No. 3, Fall 1996, pp. 13-24 (with Robert F. Lusch). Also appears in Chain Store Age, April 1997.

“Retailers With a Future,” Marketing Management, Spring 1996, pp. 39-46.

"Growing Through Portfolio Retailing," Marketing Management, Vol. 2, No. 3, Fall 1993, pp. 9-20 (with Kathleen Seiders).

"Marketing in Retailing: A Research Agenda," International Review of Retail, Distribution and Consumer Research, October 1990 (with Larry Gresham and Norm Millikin), pp. 5-16.

"Marketing to the Perception of Time," American Demographics, February 1990, p. 32.

"Time is Money," Executive Report, January 1988 (with Valarie Zeithaml), pp. 36-38, 45.

"Characteristics of High Performance Retailers," Retail Control, June/July 1987, pp. 31-40.

"Retailing in the United States," in Business, Strategy, and Retailing, Gerry Johnson (ed.), John Wiley and Sons Limited, England, 1987, pp. 107-115 (with Julie Barnes).

"Relationship Retailing," Business Horizons, November-December 1986, pp. 43-47 (with Larry Gresham). Also appears in Payne, Christopher, Clark, and Peck, Relationship Marketing for Competitive Advantage, Butterworth-Heinemann, 1995.

"Retail Businesses are Services Businesses," Journal of Retailing, Spring 1986, pp. 3-6 (non-refereed invited essay).

"Retail Positioning Strategies for the 1980's," Business Horizons, November-December, 1982, pp. 45-50.

"Perspectives on the Retailing of Services," in Theory in Retailing, Ronald Stampfl and Elizabeth Hirschman (eds.), American Marketing Association, 1981, pp. 9-20.

"The Time-Buying Consumer," Journal of Retailing, Winter 1979, pp. 58-69.

"The New Consumer," in Competitive Structure in Retailing Markets: The Department Store Perspective, Ronald Stampfl and Elizabeth C. Hirschman (eds.) American Marketing Association and Institute of Retail Management, New York University, April 1979, pp. 1-11.

"The Future of Consumerism in Retailing -- An Interview with Esther Peterson, Satenig S. St. Marie and Frederick D. Sturdivant," Journal of Retailing, Fall 1977, pp. 99-112.

"Retailing: The Next Ten Years," Journal of Retailing, Fall 1977, pp. 5-28 (with Ian H. Wilson).

"Improving Retailer Capability for Effective Consumerism Response," Journal of Retailing, Fall 1976, pp. 3-14, 94 (with James S. Hensel and Marian C. Burke).

"Do Social Actions of a Corporation Influence Store Image and Profits?" Journal of Retailing, Winter 1974-75, pp. 62-72 (with Marian C. Burke).

"Consumption Without Ownership: Marketing Opportunity for Today and Tomorrow," MSU Business Topics, Spring 1973, pp. 33-41 (with Kenneth E. Maricle). Also appears in Management Review, September, 1973 (condensed version); Idort-Revista Brasileira De Produtividade, San Paulo, Brazil, January-February, 1974; Rental Age, March, 1974; J. Taylor and J. Robb, Fundamentals of Marketing: Additional Dimensions; Selections from the Literature, Second Edition, McGraw-Hill, 1975; H. Westing and G. Albaum, Modern Marketing Thought, Third Edition, Macmillan, 1975; E. Spitz, Product Planning, Second Edition, Petrocelli Books, 1976; R. Robicheaux, W. Pride and O.C. Ferrell, Marketing: Contemporary Dimensions, Houghton Mifflin, 1977; L. Boone, Management Perspectives in Marketing, Dickenson, 1977.

"Franchising: Some Words of Caution for the Small Businessman," Journal of Small Business Management, Spring 1973, pp. 1-7.

"The Low-Income Marketing System: An Overview," Journal of Retailing, Summer 1972, pp. 44-63, 90. Also appears in D. Aaker and G. Day, Consumerism -- Search for the Consumer Interest, Second Edition, The Free Press, 1974; also translated into Italian and published in Italy under the title "Marketing and Poverty in America," Mercurio, October 1973, pp. 36-41.

"Consumerism, Marketing and the Small Businessman," Journal of Small Business Management, July 1972, pp. 14-19.

"Marketing Challenges in the Age of the People," MSU Business Topics, Winter 1972, pp. 7-13. Also appears in Administracion de Empresas, Buenos Aires, Argentina, May 1973; R. Woodruff, G. Hills and D. Cravens, Marketing Management: Perspectives and Applications, Irwin, 1976.

"Generalizing about Low-Income Food Shoppers: A Word of Caution," Journal of Retailing, Summer 1971, p. 41-51 (with Paul J. Solomon).

"In Pursuit of Consumer Theory," Decision Sciences, January-April 1970, pp. 25-39 (with John H. Kunkel).

"Department Store Image: A Theoretical and Empirical Analysis," Journal of Retailing, Spring 1969, pp. 3-20.

"A Behavioral Conception of Retail Image," Journal of Marketing, October 1968, pp. 21-27 (with John H. Kunkel). Also appears in R. Markin, Retailing-Concepts, Institutions and Management, Macmillan, 1971.

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Articles in Financial Services Marketing

"Mistakes that Service Companies Make in Quality Improvement," Bank Marketing, April 1991, pp. 68-69.

"From Bank Marketing to Services Marketing," Bank Marketing, August 1990, pp. 56-57.

"If I Were Hiring a Marketing Director . . .," Bank Marketing, March 1990, p. 16.

"Personal Selling in the U.S. Banking Industry: 1983 and 1988," The Service Industries Journal, January 1990, pp. 5-24 (with Donna Kantak).

"Service Quality -- A Strategy for a Better Profitability within Financial Institutions," Savings Bank International, January 1989, pp. 21-24. (Article published in English, French and Spanish).

"Trying to Avoid the 'Quick Fix' on Service Quality," an interview with Leonard Berry and James Donnelly, Bank Marketing, October 1988, pp. 40-44.

"The Marketing Impact of Branch Facility Design," Journal of Retail Banking, Summer 1988, pp. 33-42 (with Julie Baker and A. Parasuraman).

“80's Marketers Face the Dawning of the Era of Performance Marketing,” Bank Marketing, September 1986, p. 38.

“Relationship Banking Keeps Clients Returning,” Trusts and Estates, November 1985, pp. 27-35 (with Thomas W. Thompson).

“The Marketing/Retail Banking Partnership: An Evolutionary Perspective,” Journal of Retail Banking, Summer 1985, pp. 9-22 (with Thomas W. Thompson and James H. Donnelly, Jr.).

"Hidden Benefits of a Bank Sales Program," Bank Marketing, May 1985, pp. 12-16.

"An Evaluation of Sales Training in the U.S. Banking Industry," The Journal of Personal Selling and Sales Management, November 1984, pp. 41-47 (with Charles Futrell and Michael Bowers).

"Architectural Interpretations of the Bank of the Future," The Bankers Magazine, May-June 1984, pp. 42-47 (with George J. Mann, Peter S. Rose and Thomas Simmons).

"The Personal Selling Orientation of Banks in the United States," International Journal of Bank Marketing, Volume 2, Number 1, 1984, pp. 12-21 (with Charles Futrell and Michael Bowers).

"Personal Selling in Wholesale Banking: A Status Report," The Bankers Magazine, March-April 1984, pp. 39-43 (with Michael Bowers and Charles Futrell).

"The State of Personal Selling in Retail Banking," Journal of Retail Banking, Fall 1983, pp. 1-7 (with Charles Futrell and Michael Bowers).

"Strategies for Growth in Banking," International Journal of Bank Marketing, Volume 1, Number 1, 1983, pp. 15-25 (with Poondi Varadarajan).

"Success Requirements for Personal Banking Programs," Journal of Retail Banking, Winter 1983, pp. 1-7. Also appears in LBA Banker, May 1983.

"The New Marketing," Vital Speeches of the Day, December 15, 1982, pp. 150-154. Also appears in American Banker, November 24, 1982; Bank News, December 15, 1982 and others.

"Relationship Banking: The Art of Turning Customers into Clients," Journal of Retail Banking, June 1982, pp. 64-73 (with Thomas W. Thompson). Also appears in Ohio Banker, October 1982.

"What the Bank CEO and Marketing Director Should Expect from Each Other," The Bankers Magazine, July-August 1982, pp. 37-40.

"On Being a Bank Marketer," Bank Marketing, April 1982, pp. 16-18 (with John Lindgren and William Kehoe).

"Bank Marketing Priorities in the United States," European Journal of Marketing, Volume 16, Number 3, 1982, pp. 5-13.

"The Employee as Customer," Journal of Retail Banking, March 1981, pp. 33-40. Also appears in Lovelock, Services Marketing, Prentice-Hall, 1983, and Bateson, Managing Services Marketing: Text and Readings, The Dryden Press, 1989; 2nd edition, 1992.

"How Do Thrift Marketers See Their Jobs," Marketing Scope -- The Journal of Savings Marketing, Winter 1981, pp. 2-6 (with William Kehoe and John Lindgren).

"How Bank Marketers View Their Jobs," The Bankers Magazine, November-December 1980, pp. 35-40 (with William Kehoe and John Lindgren).

"The Financial Institution Marketer," Journal of Retail Banking, September 1980, pp. 39-45 (with John Lindgren and William Kehoe).

"The New Consumer," The Bankers Magazine, September-October 1980, pp. 51-55. Also appears in R. Hoel, The Dynamics of Marketing, Harper & Row, 1982.

"Financial Advertising," Advertising Age, March 3, 1980, Section 2.

"Retail Service Strategies in the 1980's," Journal of Retail Banking, September 1979, pp. 1-10.

"Personal Service Versus Convenience: Perceptions of the High-Income Consumer," Journal of Retail Banking, June 1979, pp. 54-61 (with Thomas J. Stanley and William D. Danko).

"Bank Trust Departments -- Where to Now?" The Bankers Magazine, January-February 1979, pp. 19-24.

"Bank Public Relations in the Age of the People," Bank Marketing, July 1978, pp. 22-25.

"Bank Marketing -- Some Thoughts on the State of the Art," United States Banker, May 1978, pp. 25-30, 35.

"The Personal Banker," The Bankers Magazine, January-February 1978, pp. 54-56.

"Guidelines for Better Bank Advertising," The Bankers Magazine, Summer 1977, pp. 65-68. Also appears in Rassegna Della Stampa Estera, Pubbicazione Decadale, Banco Diroma, November 1977.

"Public Acceptance of EFT," The Bankers Magazine, Summer 1976, pp. 54-57.

"A Consumer Panel Study of Household Banking Behavior," Bank Marketing, April 1976, pp. 22-28 (with J. Patrick Kelly).

"Banking in the Age of the People," The Bankers Magazine, Winter 1976, pp. 62-66.

"Personalizing the Bank: Key Opportunity in Bank Marketing," Bank Marketing, April 1975, pp. 22-25. Also appears in Management Digest, January 1976.

"Are We Losing Sight of the Marketing Task?" United States Investor, September 23, 1974, pp. 13, 19.

"Banking and Consumerism: Opportunity in the New Society," Bank Marketing, November 1973, pp. 19-22. Also appears in J. Harrari, Marketing Bancaire Marketing Financier, Dalloz (Paris, France), 1974 (condensed version); New Jersey Banker, February 1974.

"Consumerism in the New Society," Bank Marketing, October 1973, pp. 11-14.

"Why Do Some New Bank Products Fail?" Bankers Monthly, July 1973, pp. 26-30, 40 (with James S. Hensel). Also appears in L. Preysz, How to Introduce a New Service, Bank Marketing Association, 1976.

"Systems Selling of Retail Services," Bankers Monthly, July 15, 1972, pp. 23-27 (with Robert W. Haas). Also appears in J. Taylor and J. Robb, Fundamentals of Marketing: Additional Dimensions: Selections from the Literature, Second Edition, McGraw-Hill, 1975; L. Preysz, How to Introduce a New Service, Bank Marketing Association, 1976.

"Minimizing the Vulnerabilities: Two Solid Markets That Shouldn't Be Ignored," Savings and Loan News, September 1971, pp. 61-65.

"Marketing: The Time is Now," Savings and Loan News, April 1969, pp. 58-62.

"Marketing: An Answer to the Challenge," Savings and Loan News, March 1969, pp. 44-47.

"Banking, Marketing and the Image Concept," Arizona Business Bulletin, November 1968, pp. 239-244.

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Other Publications

Recapturing Marketing’s Mission, in Does Marketing Need Reform?: Fresh Perspectives on the Future, Raj Sisodia and Jagdish Sheth, eds., Armonk, NY: M.E. Sharpe, 2006 (with Ann Mirabito).

“Strategies for Convenience,” Directions: The Ashridge Journal, Spring 2002, pp. 19-24 (with Kathleen Seiders and Judith Sleath).

“The Substance of Success,” Arthur Andersen Retailing Issues Letter, Vol. 13, No. 4, July 2001.

“Creating Customer Excitement with Superior Service,” Arthur Andersen Retailing Issues Letter, Vol. 11, No. 6, November 1999.

“Discovering the Soul of Service,” Customer Service Management, May/June 1999, pp. 44-48.

“Learning to Write, Writing to Learn,” Journal of Marketing, April 1998, pp. 123-125 (Invited Essay).

“Branding the Store,” Arthur Andersen Retailing Issues Letter, Vol. 9, No. 5, September 1997.

“Building Great Service,” Tierra Grande, Winter 1996, pp. 4-7.

“Stores With a Future,” Arthur Andersen Retailing Issues Letter, Vol. 7, No. 2, March 1995.

“Our Roles as Educators: Present and Future,” Journal of Marketing Education, Fall 1993, pp. 3-8.

“Playing Fair in Retailing,” Arthur Andersen Retailing Issues Letter, Vol. 5, No. 2, March 1993.

Selling in Banking: Today's Reality, Tomorrow's Opportunity, Monograph, Chicago: Bank Marketing Association, 1989, 56 pp. (with Donna Massey Kantak).

"Becoming a Marketing Academician: A Strategic Career Planning Seminar for Doctoral Students," Journal of Marketing Education, Fall 1989, pp. 2-6.

"Delivering Excellent Service in Retailing," Arthur Andersen Retailing Issues Letter, April 1988. Also appears in Berman and Evans, Applying Retail Management: A Strategic Approach, 4th Edition, Macmillan Publishing Co. Inc., 1989. Excerpts appear in Christian Gronroos, Service Management and Marketing, D.C. Heath/Lexington Books, 1990.

"Reflections on Retailing's Price War," Zale Retailing Issues Letter, Vol. I, No. I, 1985.

"Forces for Change and the New Consumer," Vital Speeches of the Day, June 1, 1978, pp. 489-494.

"Corporate Leadership in the Age of the People," Atlanta Economic Review, May-June 1976, pp. 4-7.

"Marketing Mistakes that Businesses Make," Atlanta Economic Review, July-August 1974, pp. 21-27. Also appears in R. Robicheaux, W. Pride and O.C. Ferrell, Marketing: Contemporary Dimensions, Houghton Mifflin, 1977; L. Boone, Management Perspectives in Marketing, Dickenson, 1977; Kinnear and Bernhardt, Dynamics of Marketing Principles, Scott, Foresman, 1983.

"Public Relations: Opportunity in the New Society," Arizona Business, August-September 1973, pp. 14-21 (with James S. Hensel). Also appears in R. Robicheaux, W. Pride and O.C. Ferrell, Marketing Contemporary Dimensions, Houghton Mifflin, 1977.

"On the Marketing of Continuing Education Programs," Business Education Forum, April 1973, pp. 8-10.

"Adult and Conventional Theaters: A Study of Marketing Practices," Virginia Social Science Journal, November 1971, pp. 111-118.

"The Marketing Concept: Some Preach It, Others Practice It," Arizona Business Bulletin, April 1969, p. 94-102. Also appears in D. Kurtz, Marketing -- Concepts, Issues and Viewpoints, General Learning Press, 1972.

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Proceedings Papers

"Lessons from a Ten Year Study of Service Quality in America," Proceeding of the QUIS 3 Conference (Quality in Services), April 1994, pp. 153-162 (with A. Parasuraman).

"Improving Customer Service," Maintaining the Total Quality Advantage, Report 979, Proceedings of the Conference Board Quality Conference, 1991, pp. 35-37.

"Service Excellence for Fun and Profit," Total Quality Management, Proceedings of The Conference Board Quality Conference, Report No. 963, 1991, pp. 39-41.

"The Service Quality Agenda for the 1990s," Service Quality in the 1990s, Distinguished Papers of the Sixth General Assembly, World Future Society, 1989, pp. 25-27.

"Fund Raising for the Marketing Department," 1987 AMA Summer Educators' Conference Proceedings, American Marketing Association, 1987 (with Charles S. Madden, et al.).

"University Center/Institutes of Retailing," 1986 AMA Winter Educators' Conference Proceedings, American Marketing Association, Joseph Guiltinan and Dale Achabal (eds.), 1986, pp. 226-228 (with Charles Ingene, Dale Achabal and Ron Stampfl).

"Assessing Retailing Strategy -- An Update," 1986 AMA Winter Educators' Conference Proceedings, American Marketing Association, Joseph Guiltinan and Dale Achabal (eds.), 1986, pp. 208-209.

"Building Professionalism in Marketing: The Role of Marketing Educators," 1986 AMA Winter Educators' Conference Proceedings, American Marketing Association, Joseph Guiltinan and Dale Achabal (eds.), 1986, pp. 5-7 (with et al.).

"Success Factors in Bank Sales Programs," Proceedings of 12th International Research Seminar in Marketing, Institut d'Administration des Entreprises, France, 1985, pp. 1-16 (with Michael Bowers and Charles Futrell).

"Responding to Demand Fluctuations: Key Challenge for Service Businesses," 1984 AMA Educators' Proceedings, American Marketing Association, Belk, et al. (eds.), 1984, pp. 231-234 (with A. Parasuraman and Valarie Zeithaml).

"Emerging Themes and Directions for Services Marketing," Emerging Perspectives on Services Marketing, Proceedings of Services Marketing Conference, American Marketing Association, Berry, et al. (eds.), 1983, pp. 139-141 (with Gregory Upah and Lynn Shostack).

"Relationship Marketing," Emerging Perspectives on Services Marketing, Proceedings of Services Marketing Conference, American Marketing Association, Berry, et al. (eds.), 1983, pp. 25-28. Also appears in Payne, Christopher, Clark, and Peck, Relationship Marketing for Competitive Advantage, Butterworth-Heinemann, 1995.

"Critical Skills Methodology: Development and Implementation," Proceedings of the Fall Educators' Conference, American Marketing Association, Walker, et al. (eds.), August 1982, pp. 148-151 (with John Lindgren and William Kehoe).

"Bank Marketing -- Past, Present, Future," Proceedings of Services Marketing Conference, American Marketing Association, February 1981, pp. 66-70 (with James H. Donnelly).

"Skills and Knowledge Needs of Financial Services Marketers," Proceedings of Services Marketing Conference, American Marketing Association, February 1981, pp. 30-32 (with William Kehoe and John H. Lindgren).

"Problems and Guidelines in University Marketing," Proceedings of the Fall Educators' Conference, American Marketing Association, Bagozzi, et al. (eds.), August 1980, pp. 6-9 (with William Kehoe). Also appears in Bateson, Managing Services Marketing: Text and Readings, The Dryden Press, 1989.

"Bank Card Acceptance at Retail Stores: Estimating Incremental Volume," Proceedings of the Fall Educators' Conference, American Marketing Association, Neil Beckwith, et al. (eds.), August 1979, pp. 343-347 (with Elizabeth C. Hirschman and Jac L. Goldstucker).

"Trust Marketing: Are We Really Doing the Job?" Revolutionize Your Trust Marketing, Proceedings of the Bank Marketing Association Trust Workshop, September 1978, pp. 1-9.

"Managing the Academic Department," Proceedings of the Fall Educators' Conference, American Marketing Association, Barnett Greenberg and Danny Bellenger (eds.), August 1977, pp. 208-212 (with Thomas V. Greer, Gerald E. Hills and William B. Locander).

"Consumerism in Banking -- How Banks Can Respond," Change and the Public Relations Response, Proceedings of the 1976 Public Relations Conference of the Bank Marketing Association, September 1976, pp. 61-79.

"Marketing Education for Today and Tomorrow: Developing a Marketing Curriculum from Scratch," Proceedings: Southern Marketing Association, Henry W. Nash and Donald P. Robin (eds.) 1975 Conference, pp. 67-69.

"Future Shock in Banking: Implications and Opportunities for Community Banks," Management/Marketing -- Meeting Tomorrow's Challenges Today -- Selected Speeches from the 1975 American Bankers Association National Marketing Conference, March 23-25, 1975, Speech Number 26. Also appears in Mid-Continent Banker, May 1, 1975; and Illinois Banker, July 1975.

"How to Implement an Effective Public Relations Program," Competition: Action or Reaction -- Selected Speeches from the 1974 American Bankers Association National Marketing Conference, March 17-20, 1974, Speech Number 7.

"Practical Do It Yourself Research," Competition: Action or Reaction -- Selected Speeches from the 1974 American Bankers Association National Marketing Conference, March 17-20, 1974, Speech Number 6.

"Community Banks Marketing," Banking On the Go -- Proceedings of the 1972 American Bankers Association National Marketing Conference, March 21-24, 1972, pp. 346-367 (with Thomas D. Rogers).

SELECTED PRESENTATIONS

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“Applying Service Management Lessons in Health Care,” Children’s Hospital Medical Leaders Forum, NACHRI 2004 Annual Meeting, Ft. Lauderdale, FL, October 3, 2004.

“My Services Marketing Research Journey,” American Marketing Association (AMA) Sheth Foundation 39th Annual Doctoral Consortium, Texas A & M University, College Station, Texas, June 16, 2004.

“The Business Case for Better Buildings,” The Robert Wood Johnson Foundation & The Center for Health Design Designing the 21st Century Hospital Conference, Washington D.C., June 3, 2004, (with Derek Parker).

“Discovering the Soul of Service,” NACS Leadership Assembly, Laguna Niguel, California, March 15, 2004.

“Designing Health Care for Patients,” American Medical Group Association’s 2004 Annual Conference, New Orleans, Louisiana, March 12, 2004.

“Applying Service Management Lessons in Health Care,” Institute for Healthcare Improvement National Forum, New Orleans, Louisiana, December 4, 2003.

“The Healthcare Experience,” Norfleet Executive Forum on Health, Memphis, Tennessee, November 13, 2003.

“Branding Services – Lessons from The Mayo Clinic,” Arizona State University’s 14th Annual “Compete Through Service” Symposium, Phoenix, Arizona, November 7, 2003.

“Service Branding,” Frontiers in Services Conference, Washington, D.C., October 26, 2003.

“Reflections and Lessons from My Services Marketing Journey,” College of Business Administration, University of Nebraska, Lincoln, Nebraska, October 17, 2003.

“Service with Soul,” W.P. Carey School of Business, Arizona State University, Tempe, Arizona, October 3, 2003.

“Improving Healthcare Service,” David Rogers Health Policy Colloquium, Weill Cornell Medical Center, New York, New York, March 12, 2003.

“Improving Healthcare Service in America,” Eighth Annual Mayo Conference on Quality, Rochester, Minnesota, January 23, 2003.

“Improving Healthcare Service in America,” Texas A&M University Distinguished Lecture Series, College Station, Texas, December 3, 2002.

“Understanding and Improving the Service Experience – Insights from the Mayo Clinic,” QUIS 8 - International Quality in Services Conference, Victoria, B.C., Canada, June 12, 2002 (with Neeli Bendapudi).

“A Services Marketing Journey,” Dyess Lecture, Texas Christian University, Ft. Worth, Texas, April 10, 2002.

“The Future of Relationship Marketing: Perspective on Ph.D. Research,” AMA Summer Marketing Educators Conference, Washington, D.C., August 12, 2001.

“Discovering the Soul of Service,” Express Stores Presidents Leadership Conference, Columbus, Ohio, April 23, 2001.

“Discovering the Soul of Service,” Charles G. Thalhimer Family 2001 Scholar-in-Residence Lecture,

Virginia Commonwealth University, Richmond, Virginia, April 19, 2001.

“A Services Marketing Journey,” 2001 Texas Marketing Faculty Colloquium, Denton, Texas, April 7, 2001.

“Discovering the Soul of Service,” Bill Veeck Marketing Seminar, Orlando, Florida, November 9, 2000.

“Looking Ahead to the 21st Century,” The Sixth Triennial AMS/ACRA Retailing Conference, Columbus, Ohio, November 3, 2000.

“Discovering the Soul of Service,” Leadership Roundtable, Laguna Nigel, October 20, 2000.

“Discovering the Soul of Service,” IGA Annual Conference, Palm Springs, California, October 6, 2000.

“Discovering the Soul of Service,” International Services Marketing Conference, Petroleos de Venezuela’s Corporate University, I.E.S.A., Caracas, Venezuela, September 25, 2000.

“A Customer Perspective of Service Convenience,” and “The Dual Impact of the Physical Environment on Service Customers and Employees,” Frontiers in Services Conference, Vanderbilt University, Nashville, Tennessee, September 22-23, 2000.

“Discovering the Soul of Service,” University of California at Santa Barbara, Santa Barbara, California, July 28, 2000.

“Discovering the Soul of Service,” National Golf Course Owners Association Annual Meeting, Carmel, California, June 20, 2000.

“Discovering the Soul of Service,” QUIS 7, Karlstad, Sweden, June 14, 2000.

“Retailers with a Future,” EDHEC, Lille, France, June 7, 2000.

“Discovering the Soul of Service,” Milwaukee Athletic Club, Milwaukee, Wisconsin, April 14, 2000.

“Discovering the Soul of Service,” Inc. Magazine Customer Service Conference, Keynote, New Orleans, Louisiana, March 30, 2000.

“Discovering the Soul of Service,” The World Conference on Customer Service Management, San Francisco, California, November 15, 1999.

“Discovering the Soul of Service,” Arizona State University’s Annual Conference on Service Management, Phoenix, Arizona, November 8, 1999.

“Discovering the Soul of Service,” Young Presidents’ Organization Retail Industry Round Table, New York, New York, September 24, 1999.

“Discovering the Soul of Service,” First Night Biz Linc, Richmond, Virginia, September 22, 1999.

“Cultivating Service Brand Equity,” ICL Retail Conference, Chepstow, England, June 24, 1999.

“Discovering the Soul of Service,” International School of Hospitality Management, Leeuwarden, The Netherlands, June 14, 1999.

“Reflections of a Service Marketer” and “Cultivating Service Brand Equity,” University of Alabama Research Workshop Series, Tuscaloosa, Alabama, April 23, 1999.

“Cultivating Service Brand Equity,” 1999 SERVSIG Services Research Conference, New Orleans, Louisiana, April 11, 1999.

“Cultivating Service Brand Equity,” Marketing Science Institute Conference on Serving Customers and Consumers Effectively in the 21st Century: Emerging Issues and Solutions, Coral Gables, Florida, December 7, 1998.

"Sustaining Success in Service Companies," QUIS 6 - International Quality in Services Conference, Norwalk, Connecticut, June 30, 1998.

“Retailers with a Future,” Young Presidents Organization Retail Strategy Conference, Dallas, Texas, April 23, 1998.

“Strengthening the Service Brand,” Marketing Science Institute Conference on Leveraging and Growing Mature Brands and Services, Chicago, Illinois, December 4, 1997.

“Sustaining Success in Service Enterprises,” Frontiers in Services Conference, Vanderbilt University, Nashville, Tennessee, October 4, 1997.

“Multiple Method Listening: The Building of a Service Quality Information System” and “Sustaining Success in Service Enterprises,” American Marketing Association/Marketing Education Group Conference on Marketing Without Borders, Manchester, United Kingdom, July 8, 1997.

“Understanding and Improving Service Quality: A 12-Year Journey,” The Ritz-Carlton Senior Leadership Conference, Rancho Mirage, California, June 26, 1997.

“Services Marketing at the Turn of the Millennium: What Will Keep Senior Managers Awake at Night and What Should They Do About It,” and “A Services Marketing Introspective: Snapshots, Reflections and Glimpses from the Masters,” American Marketing Association/University College Dublin Meeting, Dublin, Ireland, June 13, 1997.

“A Conceptual Model and Empirical Investigation of Customer Satisfaction after Service Failure and Recovery” (with Michael McCollough), and “Customers’ Relational Competence in Service Relationships” (with Neeli Bendapudi), Frontiers in Services Conference, Vanderbilt University, Nashville, Tennessee, October 4-5, 1996.

“The Power of Customer Respect,” Annual Assembly of Better Business Bureaus, Seattle, Washington, September 30, 1996.

“Great Service: Findings from Customer Research, and What You Can Do to Achieve It,” Fifth Annual ASQC Service Industries Conference, Las Vegas, Nevada, September 16, 1996.

“Services and Relationship Marketing,” “Starting and Sustaining Your Career in Services Marketing,” and “Preparing for a Retailing Career: What Retailing Students Must Learn,” AMA Summer Educators' Conference, San Diego, California, August 3-6, 1996.

“Antecedents and Consequences of Customer Receptivity to Relationship Maintenance,” (with Neeli Bendapudi) QUIS 5 - International Quality in Services Conference, Karlstad, Sweden, June, 1996.

“Stores With a Future,” The 1996 Footwear Marketing Conference, Carlsbad, California, April 13, 1996.

“Retailers With a Future,” College Stores Research & Educational Foundation Board of Directors Forum, Cleveland, Ohio, December 7, 1995.

“On Great Service -- Enduring Lessons,” The Norman Vincent Peale Leadership Conference, Hershey, Pennsylvania, November 10, 1995.

“On Great Service -- Enduring Lessons,” Arizona State University Center for Service Management Symposium, Phoenix, Arizona, November 3, 1995.

“Customer Receptivity to Relationship Marketing Efforts,” Frontiers in Services Conference, Nashville, Tennessee, October 7, 1995 (with Neeli Bendapudi).

“Changing Roles as Educators,” Services Marketing Doctoral Consortium, Vanderbilt University, Nashville, Tennessee, October 5, 1995.

“How to Compete on the Basis of Quality,” Behavioral Healthcare Tomorrow Conference, Dallas, Texas, September 21, 1995.

“On Great Service -- Enduring Lessons,” AMA Customer Satisfaction Congress, Lake Buena Vista, Florida, May 22, 1995.

“Stores with a Future,” Young Presidents Organization Excellence in Retailing Conference, Toronto, May 8, 1995.

“On Great Service -- Enduring Lessons,” Relationship Marketing Conference, Virginia Commonwealth University, Richmond, April 26, 1995.

“On Great Service -- Enduring Lessons,” Retailing Roundtable, Georgia State University, Atlanta, April 21, 1995.

“Service Quality Models,” Marketing Roundtable, University of South Florida, Tampa, February 17, 1995.

"Service Encounters of the Third Kind: Innovative Techniques for Teaching Service Excellence,"

"Building Partnerships with Business for the Services Marketing Field," and "Emerging Trends in Retailing Research," AMA Winter Educators' Conference, San Diego, California, February 11-12, 1995.

"The Behavioral Consequences of Service Quality" and "Structuring for Service," AMA Frontiers in Services Conference, Vanderbilt University, Nashville, Tennessee, October 7-8, 1994.

"Learning to Learn -- and Other Lessons from the Classroom," American Marketing Association Doctoral Consortium, Santa Clara University, Santa Clara, California, August 6, 1994.

"Retail Stores with a Future," Texas Associated Press Business Editors Meeting, Dallas, Texas, July 16, 1994.

"Nurturing Service Leadership Values and Skills," QUIS 4 - International Quality in Services Conference, Norwalk, Connecticut, July 6, 1994.

"Educational Perspectives of Relationship Marketing," AMA Faculty Consortium, Atlanta, Georgia, June 9, 1994.

"Lessons of Service Quality," Canon USA Dealer Service Management Meeting, Orlando, Florida, May 5, 1994.

"Great Service: A Leadership Perspective," J.D. Power International Automotive and Automotive Retailer Combined Roundtable Meeting, Columbus, Ohio, April 27, 1994.

"Characteristics of High Performance Retailers," Sponsored by LA NACION newspaper, Buenos Aires, Argentina, April 15, 1994.

"Lessons of Service Quality -- A Customer Perspective," Managing Service Quality Workshop, London, England, March 14-15, 1994.

"Improving Customer Service," Flagstar Leadership Forum, Wofford College, South Carolina, March 12, 1994.

"The Evolution and Evaluation of Relationship Marketing," AMA Winter Educators' Conference, St. Petersburg, Florida, February 20, 1994.

"On Fairness in Service," The Yankelovich MONITOR Conference, New York, November 9, 1993.

"Our Roles as Marketing Educators -- Present and Future," American Marketing Association Faculty Consortium, Arizona State University, Tempe, Arizona, June 21, 1993.

"Lessons of Service Quality," AMA Customer Satisfaction Conference, San Francisco, California, May 11, 1993.

"Moving Forward in Service Quality Research," Texas Universities' Marketing Faculty Research Colloquium, The University of Texas, Arlington, Texas, April 16, 1993 (with A. Parasuraman).

"Marketing Services: Competing Through Total Quality," Total Service Quality Seminar, The Wollongong University, New South Wales, Australia, March 18, 1993.

Service Quality Seminar Series, RMIT Marketing Group and the Australian Marketing Institute, Melbourne, Australia, March 11-12, 1993, and Sydney, Australia, March 18-19, 1993.

"New Visions for Customer Service," Retail Advertising & Marketing Association Conference, Chicago, Illinois, February 6, 1993.

"Customers for Life," Harley-Davidson University, keynote presentation, Chicago, Illinois, January 31, February 7, 14, 1993.

Series of service quality presentations, University of Toronto, Toronto, Ontario, Canada, January 15, 1993.

"Service Quality in Financial Services: Powerful Strategy or Passing Fad?," Securities Industry Association Convention, Boca Raton, Florida, December 5, 1992.

Marketing Services Seminar, TDC - Tecnologia, Desenvolvimento & Cultura, San Paulo, Brazil, December 2, 1992.

"Providing Value to Customers Through Quality Service," Marketing Science Institute Board of Trustees Meeting, San Francisco, California, November 5, 1992 (with A. Parasuraman).

"Moving Forward in Service Quality Research," Marketing Science Institute, Boston, Massachusetts, October 16, 1992.

"Improving Teaching Effectiveness," Great Ideas for Teaching Marketing Workshop, American Marketing Association, August 8, 1992.

"Service and Quality Research," American Marketing Association Doctoral Consortium, Michigan State University, Lansing, Michigan, August 7, 1992.

"Ten Lessons of Service Quality," QUIS 3 - Symposium on Quality in Services, Karlstad, Sweden, June 15, 1992 (with A. Parasuraman).

"Services Marketing," 2nd International Research Seminar in Service Management, La Londe les Maures, June 12, 1992 (with A. Parasuraman).

"Lessons of Service Quality," Taylor-Nelson Seminar, London, England, June 5, 1992.

University of Alabama, Distinguished Visiting Scholar, Tuscaloosa, Alabama, March 27, 1992.

"Lessons of Service Quality," National FIMA Conference, Atlanta, Georgia, March 23, 1992.

Service Quality Seminar, Manchester Business School, Manchester, England, March 17, 1992.

"Lessons of Service Quality," Wal-Mart Saturday meeting, Bentonville, Arkansas, March 14, 1992.

Queen's University Marketing Seminar Series, Visiting Scholar, Kingston, Ontario, Canada, February 28, 1992.

Western Michigan University Visiting Scholar, Kalamazoo, Michigan, February 26, 1992.

"Reflections on the Development of the Services Marketing Literature: Lessons to be Learned," AMA Winter Educators' Conference, San Antonio, February 17, 1992.

"Competing Through Service Quality," Japan Marketing Association 30th Anniversary World Marketing Conference, Tokyo, November 13, 1991.

"Improving America's Service," AMA Services Marketing Conference, Orlando, October 23, 1991, and Center for Retailing Studies Symposium on Leadership, Dallas, October 24, 1991.

"The Center for Retailing Studies," ACRA/AMS Retailing Conference, Richmond, Virginia, October 12, 1991.

"Using a Service Diary in the Services Marketing Course," AMA Summer Educators' Conference, San Diego, August 19, 1991.

"Improving Service Quality in America in the 1990's," Conference Board Quality Conference, New York City, February 28, 1991; American Trucking Association's CEO Conference, Miami, April 26, 1991; Retail Patronage Conference, Louisiana State University, May 2, 1991.

"Transformational Leadership in the American Marketing Association," AMA Leadership Workshop, Chicago, April 27, 1991.

"Service Quality," EFI Presidential Roundtable, Palm Beach, Florida, April 5, 1991.

"Practical Solutions to Retail Problems Via Research," 80th National Retail Industry Convention, New York City, January 14, 1991.

"Lessons of Service Quality," Marriott International Sales Conference, Ft. Lauderdale, Florida, April 9, 1990; Closing the Service Gap II Conference, Orlando, April 30, 1990; Georgia State University Marketing Roundtable, June 29, 1990; QUIS II, GTE Conference Center, Norwalk, Connecticut, July 9, 1990; Banking 90: The American Experience Seminar, Stockholm, Sweden, October 4, 1990.

"Improving Teaching Effectiveness" and "A Ph.D. Seminar on Becoming a Marketing Academician," AMA Faculty Consortium, Northern Arizona University, July 1990.

"A Multi-Sector Study of Customers' Service Expectations," International Research Seminar in Service Management, La Londe les Maures, France, June 1990 (with A. Parasuraman).

"Guidelines for Improving Service Quality" (with A. Parasuraman), Conference Board Quality Conference, New York City, April 3, 1990.

"Principles of Service Quality," Society of Consumer Affairs Professionals Annual Convention, San Diego, October 24, 1989 and Closing the Service Gap Conference, Orlando, Florida, November 6, 1989.

"Service Quality in the Catalog Business," J.C. Penney Supplier Conferences, Atlanta and Reno, Nevada, from May 23, 1989 through June 26, 1990.

"Service Quality in the 1990's Panel," World Future Society International Convention, Washington, D.C., July 19, 1989.

"Principles of Service Quality," American Council of Life Insurance Senior Management Conference, Washington, D.C., April 19, 1989.

"Guidelines for the Development of New Services," AMA New Products Conference, New York City, February 16, 1989.

"Principles of Service Quality," American Marketing Association and Japan Marketing Association Exchange Conference, Columbia University, New York City, June 30, 1988; National Broadcasting Company Affiliate Sales Conference, St. Louis, July 19, 1988; J.C. Penney District Managers Meeting, Dallas, September 13, 1988; and Southern Newspaper Publishers Association, New Orleans, October 18, 1988.

"Improving Service Quality," American Bankers' Association Community Banks Conference, Los Angeles, February 26, 1988; Life Insurance Marketing Research Association Convention, Toronto, June 2, 1988; and IBM of Canada, Toronto, June 3, 1988.

"Improving Service Quality," AMA World Marketing Conference, Montreal, May 29, 1987.

"Lessons of Leadership in Service Businesses," Dyess Lecture Series, Texas Christian University, Fort Worth, Texas, April 9, 1987 and Akron Roundtable, Akron, Ohio, April 16, 1987.

"Characteristics of High Performance Retailers," National Retail Merchants Convention, New York City, January 13, 1987.

"Lessons of Leadership in Service Businesses," American Marketing Association Services Marketing Conference, Boston, Massachusetts, September 9, 1986.

"Presidential Address," American Marketing Association Summer Educators' Conference, Chicago, Illinois, August 4, 1986.

"Building a Sales Culture," Bank Administration Institute Retail Banking Conference, Orlando, Florida, March 5, 1986 and Bank Marketing Association CEO Conference, Palm Springs, California, March 11, 1986.

"Big Ideas in Services Marketing," American Marketing Association Services Marketing Conference, San Francisco, California, September 9, 1985 and American Marketing Association Marketing Research Conference, Las Vegas, Nevada, October 15, 1985.

"Key Steps in Developing a Bank Sales Program," Seventh Annual Banking Seminar, Juniata College, Huntingdon, Pennsylvania, May 8, 1985.

"Marketing the Trust Function," (with G. Rieder), American Bankers Association National Trust Conference, New York City, January 29, 1985.

"Key Issues in Financial Services Marketing," FIMA CEO Conference, Orlando, Florida, November 26, 1984 and Bank Marketing Association CEO Conference, Scottsdale, Arizona, February 18, 1985.

"Understanding Service Quality," (with V. Zeithaml) American Marketing Association Services Marketing Conference, Chicago, Illinois, September 25, 1984.

"Big Ideas in Financial Services Marketing," Swedish Savings Bank Association, Stockholm, Sweden and Turku, Finland, May 1983.

"What the CEO and Marketing Director Should Expect from Each Other," SIMSA National Convention, San Francisco, California, March 1, 1983 and Texas Bankers Association Annual Marketing Conference, April 11, 1983.

"The New Marketing," Bank Marketing Association National Convention, Phoenix, Arizona, October 25, 1982.

"Bank Marketing Priorities in the United States," presentations to Swedish Savings Bank Association and Finnish Savings Bank Association, Porvoo, Finland and Helsinki, Finland, May 1982.

Lynn Foundation Distinguished Lecturer Series, Florida Atlantic University, Boca Raton, Florida, October 26-28, 1981.

"Building Your Career as a Marketing Professor," (with S. Brown) 1981 AMA Doctoral Consortium, University of Maryland, College Park, Maryland, August 9, 1981 and 1981 AMA Fall Educators' Conference, Washington, D.C., August 11, 1981.

"Retail Strategy: Perspectives on the Future," 1981 AMA Faculty Consortium, University of Wisconsin, Madison, Wisconsin, July 7, 1981.