Research Interests

• Defining, measuring and leveraging service quality
• Role of technology in service delivery
• Strategies for effectively marketing technology-based products and services

Selected Publications

Technoready Marketing: How and Why Your Customers Adopt Technology, The Free Press (coauthor with Colby)

Marketing Services: Competing Through Quality, The Free Press (coauthor with Berry)

Delivering Quality Service—Balancing Customer Perceptions and Expectations, The Free Press (coauthor with Zeithaml and Berry)

Teaching & Professional Experience

• Teacher of marketing courses at undergraduate, master’s and doctoral levels at various universities
• Leader of executive seminars at major companies
• Speaker at academic and practitioner conferences

Degrees

• D.B.A. Indiana University, Marketing, (Quantitative Business Analysis and Statisticsminor fields), 1975.
• M.BA. Indian Institute of Management, Ahmedabad, India, 1972
• Bachelor of Technology, Indian Institute of Technology, Madras, India, Mechanical Engineering, 1970

Specialties

• Services marketing
• Service quality measurement and improvement
• Technology’s role in marketing to and serving customers