Anders Gustafsson teaches service quality management at Karlstad University, Sweden. He is a research leader at the Service Research Center, working on topics such as technology readiness, user-driven service development, and customer orientation. Michael D. Johnson is the D. Maynard Phelps Professor of Business Administration and professor of marketing at the University of Michigan Business School. He has been instrumental in the development of national satisfaction indices around the world. He teaches services marketing management in the Michigan MBA program.Johnson and Gustafsson are the authors of UMBS best-selling book Improving Customer Satisfaction, Loyalty, and Profit, from Jossey-Bass.

• Preface1. Competing Through Services2. Creating a Service Advantage3. Service Maintenance: Removing Things Gone Wrong4. Improving Service Performance: Adding Things Gone Right5. Service Innovation6. Lead the WayAppendix: The IKEA SagaNotesThe AuthorsIndex