Discovering the Soul of Service by Leonard L. Berry
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Discovering the Soul of Service
By Leonard L. Berry

Discovering the Soul of Service

The Nine Drivers of Sustainable Business Success

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Format: Hardback

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Discovering the Soul of Service by Leonard L. Berry

Book Description

In 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 Details

ISBN: 9780684845111
ISBN-10: 0684845113
Format: Hardback
(234mm x 155mm x 25mm)
Pages: 288
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 by 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 by Leonard L. Berry On Great Service, Hardback (April 1995)

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.

» View all books by Leonard L. Berry

Reviews

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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