A. Parasuraman (PhD, Indiana University, Bloomington) is Professor and James W. McLamore Chair in Marketing at the University of Miami. He teaches and conducts research in the areas of services marketing, service quality measurement and improvement, and the role of technology in marketing to and serving customers. In 1988, he was selected as one of the "Ten Most Influential Figures in Quality" by the editorial board of The Quality Review. He has received a variety of teaching and research awards, including the Provost's Award for Scholarly Research at the University of Miami and the "Outstanding Marketing Educator Award" from the Academy of Marketing Science. The author of more than 100 journal articles and several books, Dr. Parasuraman has conducted numerous executive seminars and delivered keynote addresses in many countries.
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