Leonard L. Berry

1942

• Emerging perspectives on services marketing
• Servqual, a multiple-item scale for measuring customer perceptions of service quality
• Management lessons from Mayo Clinic
• Un Buen Servicio Ya No Basta
• Marketing for the bank executive
• Marketing services
• Bankers who sell
• Como Descubrir el Alma del Servicio
• Die Kunst Kunden zu begeistern. Neun Erfolgsfaktoren für Service der Extraklasse
• Discovering the soul of service
• Marketing and the social environment
• On great service