Service Sciences, Management and Engineering

Selected Books

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. Sharpe.

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), Driving Customer Equity, 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 Science Institute.

Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham (1996), Service 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), Return 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 York USA.