A. "Parsu" Parasuraman | |
|---|---|
 Parasuraman in 2017 | |
| Nationality | Indian / American |
| Occupation(s) | marketing professor, author. |
| Years active | 1976 - present |
| Known for | Professor and the James W. McLamore Chair in Marketing at the University of Miami |
A. "Parsu" Parasuraman is an Indian-American marketing professor and author. He is the Professor and the James W. McLamore Chair in Marketing at the University of Miami. [1] [2]
Parasuraman obtained his bachelor's degree in Mechanical Engineering from IIT Madras and MBA in marketing from Indian Institute of Management Ahmedabad in 1970 and 1972 respectively. [1] [2] He then proceeded to the United States where he gained a doctorate in business Administration from Indiana University in 1975. [1]
Parasuraman was one of the co-authors of the classic study on Services marketing, [3] which developed the concept of SERVQUAL. The SERVQUAL model has become fundamental in the analysis of marketing in the services sector and one of the highest cited marketing papers ever.
He has also been involved in developing the Technology Readiness Index (TRI), which measures the degree of technology readiness and adoption in businesses. [4]
The Wharton School is the business school of the University of Pennsylvania (UPenn), a private Ivy League research university in Philadelphia. Established in 1881 through a donation from Joseph Wharton, a co-founder of Bethlehem Steel, the Wharton School is the world's oldest collegiate business school.
Services marketing is a specialized branch of marketing which emerged as a separate field of study in the early 1980s, following the recognition that the unique characteristics of services required different strategies compared with the marketing of physical goods.
The Kellogg School of Management at Northwestern University is the graduate business school of Northwestern University, a private research university in Evanston, Illinois. Founded in 1908 as the School of Commerce, Kellogg is has the second-largest endowment of any business school.
Coimbatore Krishnarao Prahalad was an Indian-American entrepreneur and author.
Alliance Manchester Business School is the business school of the University of Manchester in Manchester, England. It is one of the oldest business schools in the UK, and provides education to undergraduates, postgraduates and executives.
SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions which are said to represent service quality. SERVQUAL is built on the expectancy–disconfirmation paradigm, which, in simple terms, means that service quality is understood as the extent to which consumers' pre-consumption expectations of quality are confirmed or disconfirmed by their actual perceptions of the service experience. The SERVQUAL questionnaire was first published in 1985 by a team of academic researchers in the United States, A. Parasuraman, Valarie Zeithaml and Leonard L. Berry, to measure quality in the service sector.
Telling and Selling Arshad Bhutto from Sindh University Campus Dadu
Sushanta Kumar Bhattacharyya, Baron Bhattacharyya,, was a British-Indian engineer, educator and government advisor. In 1980, he became Professor of Manufacturing Systems at the University of Warwick and founded the Warwick Manufacturing Group. In 2004, he was made a life peer and became a member of the House of Lords.
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." Enhancing customer satisfaction and fostering customer loyalty are pivotal for businesses, given the significant importance of improving the balance between customer attitudes before and after the consumption process.
John Anthony Quelch CBE is a British-American academic and professor. Quelch is the executive vice chancellor of Duke Kunshan University in Kunshan, China. He is the former dean of the University of Miami School of Business at the University of Miami in Coral Gables, Florida from 2017 to 2022.
In business, engineering, and manufacturing, quality – or high quality – has a pragmatic interpretation as the non-inferiority or superiority of something ; it is also defined as being suitable for the intended purpose while satisfying customer expectations. Quality is a perceptual, conditional, and somewhat subjective attribute and may be understood differently by different people. Consumers may focus on the specification quality of a product/service, or how it compares to competitors in the marketplace. Producers might measure the conformance quality, or degree to which the product/service was produced correctly. Support personnel may measure quality in the degree that a product is reliable, maintainable, or sustainable. In such ways, the subjectivity of quality is rendered objective via operational definitions and measured with metrics such as proxy measures.
Rockbridge Associates, Inc. is a market research firm located in Great Falls, Virginia that specializes in issues for technology and services companies and associations. Rockbridge offers services addressing business issues such as product development, customer satisfaction, segmentation, branding and pricing. The firm provides the National Technology Readiness Survey, which has tracked consumer technology beliefs since 1999. Rockbridge is a member of the Council of American Survey Research Organizations (CASRO).
Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.
The Journal of Service Research is a quarterly peer-reviewed academic journal that covers the field of business studies. The current editor-in-chief is Ming-Hui Huang. The journal was established by Roland Rust in 1998 and is published by SAGE Publications. The Journal of Service Research is sponsored by the Center for Excellence in Service at the University of Maryland's Robert H. Smith School of Business.
Leonard L. "Len" Berry is a University Distinguished Professor of Marketing of Mays Business School at Texas A&M University, and a senior fellow at the Institute for Healthcare Improvement. Berry is a past president of the American Marketing Association. He has studied service delivery in healthcare at the Mayo Clinic and in cancer care settings. Berry is Texas A&M's most cited faculty member on Google Scholar, with over 235,000 citations.
Valarie A. Zeithaml is a marketing professor and author. She is the David S. Van Pelt Family Distinguished Professor of Marketing at Kenan-Flagler Business School, University of North Carolina at Chapel Hill. Zeithaml is an expert in the area of services marketing and service quality.
Technology readiness refers to people's propensity to embrace and use new technologies for accomplishing goals in home life and at work. The construct can be viewed as an overall state of mind resulting from a gestalt of mental enablers and inhibitors that collectively determine a person's predisposition to use new technologies.
Scott Galloway is an American public speaker, author, podcast host, and entrepreneur. He is a clinical professor of marketing at the New York University Stern School of Business.
Justin Paul is a professor of business administration at the University of Puerto Rico with a 3-year visiting professor assignment with Henley Business School at the University of Reading and editor-in chief of the International Journal of Consumer Studies.
