Service and Quality

Customer Education Increases Trust
Andreas B. Eisingerich and Simon J. Bell
Fall 2008, Reprint 50106

The Quality Effect on Word of Mouth
Larry Yu
Fall 2007, Reprint 49105

Delight or Despair
M. Eric Johnson
Summer 2007, Reprint 48420

How Do Customers Judge Quality in an E-tailer?
Joel E. Collier and Carol C. Bienstock
Fall 2006, Reprint 48109

Satisfaction Begins at Home
David Wagner
Spring 2006, Reprint 47301

Double Agents
Gerald Häubl and Kyle B. Murray
Spring 2006, Reprint 47303

How to Prevent Your Customers From Failing
Stephen S. Tax, Mark Colgate and David E. Bowen
Spring 2006, Reprint 47307

Growing Negative Services
Ivor Morgan and Jay Rao
Spring 2006, Reprint 47313

Creating New Markets Through Service Innovation
Leonard L. Berry, Venkatesh Shankar, Janet Turner Parish, Susan Cadwallader and Thomas Dotzel
Winter 2006, Reprint 47213

The Microeconomics of Customer Relationships
Fred Reichheld
Winter 2006, Reprint 47215

Managing Corrosive Customers
Lauren Keller Johnson
Winter 2005, Reprint 46204

What Quality Means Today
Armand V. Feigenbaum and Donald S. Feigenbaum
Winter 2005, Reprint 46218

Don't Be Unique, Be Better
Patrick Barwise and Seán Meehan
Summer 2004, Reprint 45404

The Emerging Era of Customer Advocacy
Glen L. Urban
Winter 2004, Reprint 45213

Japanese Automakers, U.S. Suppliers and Supply-Chain Superiority
Jeffrey K. Liker and Yen-Chun Wu
Fall 2000, Reprint 4217

Saturn's Supply-Chain Innovation: High Value in After-Sales Service
Morris A. Cohen, Carl Cull, Hau L. Lee and Don Willen
Summer 2000, Reprint 4147

Understanding Customer Delight and Outrage
Benjamin Schneider and David E. Bowen
Fall 1999, Reprint 4113

Recovering and Learning from Service Failure
Stephen S. Tax and Stephen W. Brown
Fall 1998, Reprint 4016

Customer Satisfaction Fables
Dawn Iacobucci, Kent Grayson and Amy Ostrom
Summer 1994, Reprint 3548

Make Your Service Fail-Safe
Richard B. Chase and Douglas M. Stewart
Spring 1994, Reprint 3533