Vol. 7, Issue 3 Delivering Quality Service Balancing Customer Perceptions and Expectations By: Valarie A. Zeithami, A. Parasuraman, and Leonard L. Berry 288 pp. The Free Press 1990 Review by: Lydia Morris Brown
Executives and managers who are really dedicated to service quality must continuously monitor customer perception, identify the causes of service-quality shortfalls, and take appropriate action for improvement. Major obstacles to improving service are lack of will, knowledge, and/or skills. Everyone is responsible for quality-from senior management down through the ranks to the front-line people.

Vol. 25, Issue 35 The Age Curve How to Profit From the Coming Demographic Storm By: Kenneth W. Gronbach 268 pp. AMACOM Review by Jennifer G. Cuthbertson Vol. 25, Issue 34 The New Age of Innovation Driving Co-Created Value Through Global Networks By: C. K. Prahalad, M. S. Krishnan 304 pp. McGraw-Hill Review by Leslie Johnston Vol. 25, Issue 33 Putting Our Differences to Work The Fastest Way to Innovation, Leadership and High Performance By: Debbe Kennedy 208 pp. Berret-Koehler Publishers, Inc. Review by Amity Noltemeyer

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Vol. 25, Issue 9 Becoming an Extraordinary Manager The Five Essentials for Success By: Len Sandler 256 pp. AMACOM Review by Kendra Bentle Vol. 25, Issue 5 The Power of Body Language How to Succeed In Every Business and Social Encounter By: Tonya Reiman 365 pp. Simon & Schuster, Inc. Review by Lydia Morris Brown Vol. 25, Issue 4 Made to Stick Why Some Ideas Survive and Others Die By: Chip Heath and Dan Heath 291 pp. Random House, Inc. Review by Simone Isadora Flynn, Ph.D.