The HSM Group - Resource: Loyalty, Satisfaction, Member Retention, Focus Groups

	"The Leadership Experience," an article by Stephen W. Brown, PhD, Marketing Management, May/June 2003, explores the best practices of truly excellent service companies like Disney, Southwest Airlines, Marriott, and Harley-Davidson Motor Co. This is the third article in a series of three.

	"Recovering from Service Failures," a preview of an article on service recovery by Stephen W. Brown, PhD, and Stephen S. Tax, PhD, Journal of Marketing, April 1998, pages 60-76.

	The HSM Group's senior advisor, Stephen W. Brown, PhD, was recently awarded an honorary doctorate by the Swedish School of Economics in Helsinki, Finland, for his pioneering work in services marketing and management.


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