Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
| Author | : | |
| Rating | : | 4.13 (735 Votes) |
| Asin | : | 0684845113 |
| Format Type | : | paperback |
| Number of Pages | : | 288 Pages |
| Publish Date | : | 2017-06-01 |
| Language | : | English |
DESCRIPTION:
Berry examines some of America's great service companies and finds "nine drivers of excellence" that are behind them all. "The lessons they teach are clear indeed," writes Berry, a marketing professor and director of the Center for Retailing Studies at Texas A & M University. Discovering the Soul of Service looks at 14 diverse businesses, including the St. Leonard L. Berry, whose previous books include On Great Service: A Framework for Action and Delivering Quality Service, writes that the basis of a successful service organization is value-driven leadership an
Sustaining High Levels of Service Performance! Leonard summarizes the main premise of this book as: "My purpose in this book is to identify, describe, and illustrate the underlying drivers of sustainable success in service businesses. Creating a successful service operation is unquestionably a difficult task. However, sustaining success can be even more difficult. Services are performances, and the challenge of sust. Robert Morris said How and why humane core values sustain human service energy. I recently re-read this book (1999) and Berry's previously published On Great Service (1996), curious to know how well they have held up since they were first published. My conclusion? Rock-solid. In fact, both books are even more relevant - and more valuable - now than they were when Leonard Berry wrote them. That is amazingand commendable.With regard to the title of t. "True, sustainable recipe for sucessful Customer Service" according to Alfredo Ramirez. It is very difficult for me to work with "interviews and case study" based books since they are almost invariably full of "brilliant" quotes and "success and beyond-duty" stories that, to say the least, sound too good as to be of a sustainable nature in real world. This book is based on experiences and what seems very solid research and, for sure, is not free of this ty
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. 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 everywh