Discovering the Soul of Service
The Nine Drivers of Sustainable Business Success
By (author) Leonard L. Berry
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Discovering the Soul of Service by Leonard L. Berry
Book DescriptionIn DISCOVERING THE SOUL OF SERVICE Leonard L. Berry goes beyond the scope of his previous works on service quality to show how flourishing service companies can sustain their success. Focusing on 14 companies that stand out from the pack, including Rent-a-Car and Midwest Express Airlines, Berry identifies nine core values of sustainable success for any service organisation. The single most important factor in building a lasting service business, Berry found, are humane values. Values-driven leadership, he argues, enables employees to realise their full potential as individuals inside and outside of the company. Blending existing academic research with new observations, insights, and examples from field research on the best service organisations, Berry finds that the components of sustainable success in labour-intensive service businesses are common across disparate industries. For managers everywhere, Berry demonstrates the 'grand possibilites accompanying leadership with heart.'
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Book DetailsISBN: 9780684845111
(234mm x 155mm x 25mm)
Imprint: The Free Press
Publisher: Simon & Schuster
Publish Date: 4-May-1999
Country of Publication: United States
Books By Author Leonard L. Berry
Management Lessons from Mayo Clinic, Hardback (June 2008)
Offers an inside look at the Mayo Clinic. This work explains how "Putting the needs of the patient first" is more than just the Clinic's motto, but an operating principle that guides various management decisions. It shows how to apply that principle to expand your business' customer base and earn fierce, undivided customer loyalty.
On Great Service, Hardback (April 1995)» View all books by Leonard L. Berry
As a result of observing the strategies of companies such as Hard Rock Cafe, the author has constructed a framework for improving service. The book shows how to create a comprehensive service strategy based on the four principles of good service: reliability, surprise, recovery and fairness.
UK Kirkus Review » Berry, an influential writer on service quality, explains how to sustain excellence in any organisation through in-depth analysis of key companies and over 250 interviews with managers and service providers. He identifies nine core values of sustainable success and claims that the single most important factor in building a lasting service business is having humane values. (Kirkus UK)
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Author Biography - Leonard L. Berry
Leonard L. Berry holds the JCPenney Chair of Retailing Studies, and is Professor of Marketing and Director of the Center for Retailing Studies, at Texas A&M University. A former national president of the American Marketing Association, he is author of On Great Service and coauthor of Marketing Services and Delivering Quality Service, published by The Free Press. Dr. Berry received the 1996 Career Contributions to Services Marketing Award from the American Marketing Association. He also has twice been recognized with the highest honors Texas A&M bestows on a faculty member: the Distinguished Achievement Award in Teaching (in 1990) and the Distinguished Achievement Award in Research (in 1996). He is a board member of CompUSA, Hastings Entertainment, Lowe's Companies, Inc., and the Council of Better Business Bureaus.
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