During a signature event in partnership with the Johns Hopkins Carey Business School, AMA Baltimore hosts Dr. Berry, a pioneer in service marketing and service quality, who will present new insights on customer experience management in oncology with an emphasis on patients’ emotional responses, satisfaction, and loyalty. He offers conceptual, managerial and applied knowledge about how to successfully extend and integrate services marketing research and practices to achieve service quality and excellence in patient care.
According to Dr. Berry, “Excellent service is a profit strategy because it results in more new customers, more business with existing customers, fewer lost customers, more insulation from price competition, and fewer mistakes requiring the reperformance of services.”
In recent years he has studied service improvement in healthcare.
During this event, Dr. Berry will address the following:
The session should be stimulating and useful to attendees regardless of whether they work in the healthcare sector or in other kinds of service organizations.
Register today for this event to make sure you’re a part of this fascinating discussion! Attendees will be entered into a raffle for signed copies of the book, Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations.
7:30 – 8:00 a.m.: Registration, Networking, and Continental Breakfast
8:00 - 9:00 a.m.: Presentation and Q&A
9:00 – 9:30 a.m.: Networking
* Paid parking is included in event ticket price
Dr. Leonard L. Berry is University Distinguished Professor of Marketing, Regents Professor, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He also is a Presidential Professor for Teaching Excellence. As a Visiting Scientist at Mayo Clinic in 2001-2002, he conducted an in-depth research study of healthcare service, the basis for his book, Management Lessons from Mayo Clinic (2008). He also has conducted and published field research at Gundersen Health, ThedaCare, and Bellin Health, three high-performance health systems in Wisconsin. Concurrent with his faculty position in Mays Business School, Dr. Berry is a Senior Fellow of the Institute for Healthcare Improvement studying service improvement in cancer care for patients and their families.
Professor Berry has written ten books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service. He is the author of numerous academic articles and an invited lecturer throughout the world.
Dr. Berry founded the Center for Retailing Studies at Texas A&M in 1982 and served as its director through 2000. His teaching and research have been widely recognized with many honors for his contributions, including Fellow of the American Marketing Association (AMA), the Paul D. Converse Award, the AMA/McGraw-Hill/Irwin Distinguished Marketing Educator Award, the Career Contributions to Services Marketing Award from the AMA, the Outstanding Marketing Educator Award from the Academy of Marketing Science, and Fellow of the Academy of Marketing Science. Texas A&M awarded him the Distinguished Achievement Award in Teaching (1990) and the Distinguished Achievement Award in Research (1996 and 2008), the highest honors bestowed upon its faculty members.
A former national president of the American Marketing Association, Dr. Berry is a member of the board of directors of several public company and national not-for-profit organizations.
Thanks to our fantastic partners and sponsors for their ongoing support:
The American Marketing Association’s Baltimore Chapter is Maryland’s leading provider of networking, educational programming, and resources for marketing professionals. AMA Baltimore provides extensive opportunities for marketers to expand their networks, grow professionally, and learn about current industry trends.
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