Jacques Horovitz

Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management at IMD (the International Institute for Management Development) in Lausanne, Switzerland. He has worked in service marketing within several businesses including ClubMed and EuroDisney. He created a pan-European consulting company through which he advised CEOs of over 100 companies and has been Managing Director of a retail group with 800 stores in 15 countries. Dr Horovitz has extensively researched service, relationship marketing and customer bonding. He is the author of Quality Service (1987) a bestseller translated into ten languages, Fifty Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).