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Discovering the Soul of Service

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.

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Book Information

Publisher: Free Press
Publish Date: 02/12/1999
Pages: 288
ISBN-13: 9780684845111
ISBN-10: 0684845113
Language: English

What We're Saying

February 16, 2009

My purpose in this book is to identify, describe, and illustrate the underlying drivers of sustainable success in service businesses. - Dr. Leonard Berry Len Berry is the disciple of service. READ FULL DESCRIPTION

July 17, 2007

I have seen brilliant entrepreneurial strategies falter as an organization grows and matures. Obviously, you manage a $25 billion company differently than you do a $25 million company. But you change your practices, not your principles. READ FULL DESCRIPTION

February 16, 2009

You may have heard Len Berry's name come up in our conversation. He is the disciple of service. He has studied, researched and dissected what good service means from the likes of the Mayo Clinic, Charles Schwab, Enterprise Rent-A-Car, and Midwest Express Airlines. READ FULL DESCRIPTION

Full Description

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 relation-ships, 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.

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