Discovering the Soul of Service PDF
By:Leonard L. Berry
Published on 1999-07-13 by Simon and Schuster
This wise and inspiring book by Leonard Berry, 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. In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field. 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 of Service is essential reading for managers everywhere.
This Book was ranked at 9 by Google Books for keyword Service.
Book ID of Discovering the Soul of Service's Books is 99JqwzO8r-cC, Book which was written byLeonard L. Berryhave ETAG "5cXmoFm9BhY"
Book which was published by Simon and Schuster since 1999-07-13 have ISBNs, ISBN 13 Code is 9780684830865 and ISBN 10 Code is 0684830868
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Book which have "288 Pages" is Printed at BOOK under CategoryBusiness and Economics
Book was written in en
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