Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
by Leonard L. Berry
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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 show more 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.' show lessTags
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I included this book in my book: The 100 Best Business Books of All Time. www.100bestbiz.com.
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9+ Works 323 Members
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 AandM 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 show more by The Free Press. Dr. Berry received the 1996 Career Contributions to Services Marketing Award from the American Marketing Association. show less
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