Customers Recovering and Learning from Service Failure Is your company doing its best to address customer complaints and learn from mistakes? Stephen S. Tax and Stephen W. Brown October 15, 1998
Customers Listening to the Customer — The Concept of a Service-Quality Information System Leonard L. Berry and A. Parasuraman April 15, 1997
Customers Best Practice for Customer Satisfaction in Manufacturing Firms Abbie Griffin, Greg Gleason, Rick Preiss and Dave Shevenaugh January 15, 1995
Customers Five Imperatives for Improving Service Quality Leonard L. Berry, Valarie A. Zeithaml and A. Parasuraman July 15, 1990
