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How to Invent Service

Chip Bell (Partner and manager of the Charlotte, North Carolina, office of Performance Research Associates, Inc., a firm that specializes in service management consulting and training. Dr. Bell is the author or co‐author of eight books, including Service Wisdom (with partner Ron Zemke).)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 January 1992



Offers a personal commentary considering the real essence of good service. Argues that at the heart of service distinction is human interaction and personalization. Considers a range of examples from personal life experience. Recommends that in order to “invent” legendary service, companies must work particularly at ensuring that the customer leaves with positive memories after finishing dealing with the business.



Bell, C. (1992), "How to Invent Service", Journal of Services Marketing, Vol. 6 No. 1, pp. 37-39.




Copyright © 1992, MCB UP Limited

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