Quality & Service Managing the Total Customer Experience Leonard L. Berry, Lewis P. Carbone and Stephan H. Haeckel April 15, 2002
Quality & Service Successful Build-to-Order Strategies Start With the Customer Matthias Holweg and Frits K. Pil October 15, 2001
Customers Attention, Retailers! How Convenient Is Your Convenience Strategy? Kathleen Seiders, Leonard L. Berry and Larry G. Gresham April 15, 2000
Customers Best Practice for Customer Satisfaction in Manufacturing Firms Abbie Griffin, Greg Gleason, Rick Preiss and Dave Shevenaugh January 15, 1995
