Humane values sustain human excellence.
It is both that simple and that complex. In this issue of Spotlight Professor Leonard Berry talks to editor Sarah Powell about his most recent book Discovering the Soul of Service, published by The Free Press in 1999. This survey of 14 outstanding US service companies identifies and explores nine specific drivers of sustainable long-term business success. A surprising conclusion to the study was that these drivers are common to all the companies studied, despite their markedly differing profiles. Balancing Customer Perceptions and Expectations.