On Great Service
A Framework for Action
By (author) Leonard L. Berry
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On Great Service by Leonard L. Berry
Book DescriptionImproving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service. This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation. Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets. He challenges service managers to set their service quality aspirations higher, and his innovative, practical ideas will help them achieve those higher standards. Linking service excellence to value creation, Berry provides solid financial reasons for the necessity of great service. Here, at last, is the book for which managers in every service industry have waited: Leonard Berry's "operating manual" for turning plans for great service into action.
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Book DetailsISBN: 9780029185551
(234mm x 155mm x 22mm)
Imprint: The Free Press
Publisher: Simon & Schuster
Publish Date: 1-Apr-1995
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.
Discovering the Soul of Service, Hardback (May 1999)» View all books by Leonard L. Berry
Leonard L. Berry provides a far-reaching work that is the best guide yet on how to sustain excellence in any organisation.
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Author Biography - Leonard L. Berry
Leonard Berry holds the JCPenney Chair of Retailing Studies at Texas A&M University, where he is also Professor of Marketing. A former national president of the American Marketing Association, he is coauthor of Delivering Quality Service (Free Press, 1990) and Marketing Services (Free Press, 1991). Dr. Berry and his colleagues are creators of the service quality gaps model used throughout the world.
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