提高服务质量的十项建议毕业外文文献翻译.docxVIP

Ten Lessons for Improving Service Quality Leonard Berry, A. Parasuraman, and Valarie Zeithaml, 2003 [03-104] Between 1983 and 1993，Berry, Parasuraman, and ZeithamI conducted a comprehensive, five-phase study of service quality in America under the sponsorship of the Marketing Science Institute. They have published a series of MSI monographs, journal articles, and several books based on this research. They reflected on their research journey in an MSI commentary that was published in 1993 and republished in 1994 by the Academy of Management Executive, and is now reprinted here. In the preface