Balancing Customer Perceptions and Expectations. Leonard Berry has received many awards, the most recent being the 2000 Outstanding Marketing Educator Award from the Academy of Marketing Science. For over thirty years Professor Berry has been studying companies that create value for customers primarily through performance, i.e. service companies. He is a board member of Hastings Entertainment, Lowe's Companies, Genesco and Grocery Outlet. Your book identifies nine drivers of sustainable long-term business success.
Core values are what a company cherishes.
All companies, all organizations have core values. These may not necessarily be the correct ones to sustain human excellence or service quality, but all companies have cherished principles and philosophies. The companies that I studied for my book cherish certain principles that are humane, and it is these humane principles that have sustained the companies' business success. The core finding of my research is that humane values sustain human excellence. It is both that simple and that complex.