About the Authors Leonard L. Berry is Foley’s/Federated Professor of Retailing and Marketing Studies and Director of the Center for Retailing Studies at Texas A&M University. Dr. Berry holds the B.A. and M.B.A. degrees from the University of Denver and the Ph.D. degree from Arizona State University. His research interests include services marketing, service quality, and retailing strategy. He is the editor of the Arthur Andersen Retailing Issues Letter and has authored, with Drs. Zeithaml and Paramraman, Delivering Quality Service: Balancing Customer Perceptions and Expectations (1990). He is a former national president of the American Marketing Association (1986–1987). Valarie A. Zeitbaml is Associate Professor at the Fuqua School of Business, Duke University, and was previously on the faculty of Texas A&M University. Dr. Zeitbaml holds the B.A. degree from Gettysburg College, and the M.B.A. and D.B.A. degrees from the University of Maryland. Her research interests include services marketing (particularly consumer evaluation of services), consumer perceptions of price, and information processing. She serves on the editorial review board of the Journal of Marketing and the Journal of Consumer Research, and has published in these and other journals. A. Parasuraman is Foley’s/Federated Professor of Retailing and Marketing Studies at the College of Business Administration, Texas A&M University. Dr. Parasuraman holds the B. Tech. degree from the Indian Institute of Technology in Madras, the M.B.A. degree from the Indian Institute of Management in Abmedabad, and the D.B.A. degree from Indiana University. His research interests include services marketing, sales management and industrial marketing and marketing research methodology and model building. Dr. Parasuraman is the author of Marketing Research (Addison-Wesley, 1986) and is an active consultant to several major corporations.
