Marketing Professor Paul S. Busch got the surprise and honor of his career Tuesday when Texas A&M University President Michael K. Young showed up in his classroom to present the Presidential Professor for Teaching Excellence Award.

Busch was caught speechless momentarily as he looked around at the group assembled in his Advertising and Creative Marketing Communications class: Young, Dean of Faculties John August, Mays Dean Eli Jones, Marketing Department Head David Griffith, and members of Texas A&M’s Division of Marketing and Communications.

Once he regained his composure, he said, “What a wonderful surprise and honor. I tell my students, ‘I hope you are as fortunate as I have been – to do something you love to do.’ It will be 33 years in June that I have been teaching at Texas A&M, and then to get recognized like this. It doesn’t get any better.” …Read more

Categories: Dean Eli Jones, Faculty, Featured Stories, Marketing, Mays Business, Texas A&M

Many hospitality, retail, repair, and other businesses offer their customers service guarantees. If the service is substandard, the customer doesn’t pay.

In his article “Service Guarantees Have a Place in Healthcare,” appearing in the Jan. 15 issue of Annals of Internal Medicine, Marketing Professor Leonard Berry proposes that healthcare organizations should consider guaranteeing the quality of services they provide that are important to patients and controllable to the organization.

Well-designed and executed service guarantees will strengthen the organization’s culture of service excellence while bolstering its reputation with patients and other stakeholders. Healthcare organizations can—and should—commit to being good enough to guarantee the quality of its services.

This is the first time the concept of service guarantees will be featured in a top medical journal. Annals of Internal Medicine is ranked in the top five of all general medical journals in the world.

Berry is University Distinguished Professor of Marketing, a Regents Professor, the M.B. Zale Chair in Retailing and Marketing Leadership, Presidential Professor for Teaching Excellence, and Senior Fellow of the Institute for Healthcare Improvement. He has been at Texas A&M since 1982, is a guest lecturer internationally, and has written 10 books, including Management Lessons from Mayo ClinicDiscovering the Soul of ServiceOn Great ServiceMarketing Services: Competing Through Quality; and Delivering Quality Service. He is a pioneer in the field of services marketing and is making a significant mark on the healthcare industry.

Categories: Featured Stories, Health Care, Marketing, Mays Business, News, Texas A&M