Service Sciences, Management and Engineering
Rust, Roland T., Katherine N. Lemon and Das Narayandas (2005), Customer Equity
Management, Upper Saddle River, New Jersey: Prentice-Hall.
Rust, Roland T. and P.K. Kannan, Eds. (2002), e-Service, Armonk, NY: M.E.
Parasuraman, A. and Charles Colby, (2001), Techno-Ready Marketing: How and
Why Your Customers Adopt Technology, The Free Press, New York USA.
* Rust, Roland T., Valarie A. Zeithaml, and Katherine N. Lemon (2000),
New York: Free Press. Top-10 Best-Seller, sales and marketing, National Post
(Canada). Also translated into Japanese, Chinese (both complex character and simplified
character), Dutch, and Portuguese.
* Winner, Berry-AMA Book Prize, 2002. The award is given by the American Marketing
Association to the best book in marketing from the most recent three year period.
The award recognizes “exceptional marketing books that have set the standard for
excellence” and “whose innovative ideas have had significant impact on marketing
and related fields.” Anthologies, textbooks and manuals are not eligible for the
award. The award is selected by current and past Executive Directors of the Marketing
Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham (1996),
Marketing, New York: HarperCollins.
Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham, Editors (1996),
Readings in Service Marketing, New York: HarperCollins.
Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham (1994),
on Quality: Measuring the Financial Impact of Your Company's Quest for Quality,
Chicago: Probus Publishing. Listed as one of the Year's Best Business Books by the
Library Journal. Adopted by Audio-Tech Business Book Summaries. Also translated
into Chinese, Korean, and Portuguese.
Rust, Roland T. and Richard L. Oliver, Editors (1994), Service Quality: New
Directions in Theory and Practice, Thousand Oaks, California: Sage Publications.
Zeithaml Valarie, Berry Leonard and Parasuraman A (1990). Delivering Quality
Service: Balancing Customer Perceptions and Expectations. The Free Press, New