Discovering the Soul of Service Hardcover - 1999 - 1st Edition
by Leonard L. Berry
A foremost researcher on service quality in America builds a comprehensive model of what makes an organization successful--in a far-reaching guide on how to sustain excellence.
From the jacket flap
In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field. This wise and inspiring book by Leonard Berry, our leading service expert, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success.
From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values. In all fourteen award-winning companies -- Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop's Super Markets -- values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relationships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth. Dedicating a chapter to each of these nine drivers, this book is the most far-reaching and insightful vision ever presented of the principles and step-by-step actions that continuously bring success to life in a company.
Berry's comprehensive model reveals the soul that underlies the strategies and day-to-day operations of great service companies, guiding the thousands of daily decisions of individual employees. Clear, compelling, pathbreaking, Discovering the Soul ofService is essential reading for managers everywhere.Details
- Title Discovering the Soul of Service
- Author Leonard L. Berry
- Binding Hardcover
- Edition number 1st
- Edition 1
- Pages 288
- Volumes 1
- Language ENG
- Publisher Free Press, New York
- Date 1999-02
- Illustrated Yes
- Features Dust Cover, Illustrated, Index, Table of Contents
- ISBN 9780684845111 / 0684845113
- Weight 1.05 lbs (0.48 kg)
- Dimensions 9.3 x 6.4 x 1.2 in (23.62 x 16.26 x 3.05 cm)
- Library of Congress subjects Service industries, Customer services - Management
- Library of Congress Catalog Number 98037393
- Dewey Decimal Code 658.812
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