Discovering the soul of service
Subtitle: the nine drivers of sustainable business success
By: Leonard L. Berry.
Publisher: Free Press
Published: 1999
Place of publication: New York, NY
Language: eng
Number of pages: 269
Subjects: Customer services -- Management.; Customer services -- Management -- Case studies.; Service industries.
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."--BOOK JACKET.
Notes: Includes bibliographical references (p. 249-255) and index.