RECOMMENDED BOOKS BY THE CSL FACULTY NETWORK

Below are resources for books authored and co-authored by our CSL Faculty Network that we recommend for professionals, academics and students who are interested in learning more about services leadership and strategic marketing. 

Delivering Quality Service: Balancing Customer Perceptions and Expectations
Valerie Zeithaml, A. Parasuraman, Leonard L. Berry

Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
Leonard L. Berry

Environmental Psychology: New Developments
Chapter on Servicescapes, co-authored by Carolyn Massiah and Mark Rosenbaum

In Search of a New Logic for Marketing - Foundations of Contemporary Theory
Christian Gronroos

Internet Retail Operations: Integrating Theory and Practice for Managers (Forthcoming)
Elliot Rabinovich, Timothy M. Lasater

Management Lessons from Mayo Clinic
Leonard L. Berry and Kent D. Seltman

On Great Service: A Framework for Action
Leonard L. Berry

Service Innovation: How to Go from Customer Needs to Breakthrough Services
Lance A. Bettencourt

Service Management and Marketing - Customer Management in Service Competition
Christian Gronroos

Service Marketing: Integrating Customer Focus on the Firm
Valarie Zeithaml, Mary Jo Bitner and Dwayne Gremler

Service Systems Implementation (Service Science: Research and Innovations in the Service Economy)
Haluk Demirkan, James C. Spohrer, Vikas Krishna

The 5 Laws of Innovation Success: Generating Critical Momentum for Products, Services and Ideas
G. Douglas Olsen

The Science of Service Systems (Service Science: Research and Innovations in the Service Economy)
Haluk Demirkan, James C. Spohrer, Vikas Krishna