Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success

Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success

by Leonard L. Berry
     
 

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

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Overview

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.

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Product Details

ISBN-13:
9780684845111
Publisher:
Free Press
Publication date:
02/12/1999
Edition description:
Simon & Schuster
Pages:
288
Sales rank:
636,278
Product dimensions:
6.12(w) x 9.25(h) x 1.00(d)

Table of Contents

CONTENTS
Acknowledgments
Author's Note

  1. Sustaining Success in Service Companies
  2. Success-Sustaining Values
  3. Leading with Values
  4. Strategic Focus
  5. Executional Excellence
  6. Control of Destiny
  7. Trust-Based Relationships
  8. Investment in Employee Success
  9. Acting Small
  10. Brand Cultivation
  11. Generosity
  12. Lessons from World-Class Service Companies

Notes
Interviewees and Other Contributors
Index

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