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Improving service quality in America: Lessons learned
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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Cited by
Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263341 · Cited by 741
SERV*OR: A managerial measure of organizational service orientation
Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998) · Journal of Retailing · doi:10.1016/s0022-4359(99)80104-3 · Cited by 402
Technology as an operant resource in service (eco)systems
Akaka, M. A., & Vargo, S. L. (2014) · Information Systems and e-Business Management · doi:10.1007/s10257-013-0220-5 · Cited by 335
Servant Versus Authentic Leadership: Assessing Effectiveness in China’s Hospitality Industry
Ling, Q., Liu, F., & Wu, X. (2017) · Cornell Hospitality Quarterly · doi:10.1177/1938965516641515 · Cited by 168
Park, J.-C., Kim, S., & Lee, H. (2020) · Computers in Human Behavior · doi:10.1016/j.chb.2019.106194 · Cited by 90
Metadata
- Authors
- Berry, L. L., Parasuraman, A., & Zeithaml, V. A.
- Venue
- Academy of Management Perspectives
- Publisher
- Academy of Management
- Published
- 1994-05
- Volume
- 8
- Issue
- 2
- Pages
- 32-45
- ISSN
- 1558-9080 (ISSN-L)
- 1943-4529
- OpenAlex
- W2097766746
- Cited by
- 449
- References
- 0
- FWCI
- 8.05
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: Improving service quality in America: Lessons learned. https://app.cochat.ai/papers/10.5465/ame.1994.9503101072
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- Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994). Improving service quality in America: Lessons learned. Academy of Management Perspectives. https://doi.org/10.5465/ame.1994.9503101072
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
