Roland T. Rust , Anthony J.
Timothy L. Keiningham
1996, Harper Collins
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This book is about the marketing of
service. Service is increasingly
important because the information age is
making service a much larger and more
important part of every advanced
economy. Current estimates place 75
percent of the U. S. economy in the
service sector with service also making
up about 75 percent of the product
sector. The book brings customer
satisfaction and service quality to the
forefront as central concepts that are
vital to any organization's success.
Topics such as "Measuring Customer
Satisfaction," and "Determining
Financial Impact," are emphasized more
than they have ever been in the past,
consistent with the importance they now
command in the business world.