Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service. This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation. Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets.
"synopsis" may belong to another edition of this title.
Leonard Berry holds the JCPenney Chair of Retailing Studies at Texas A&M University, where he is also Professor of Marketing. A former national president of the American Marketing Association, he is coauthor of Delivering Quality Service (Free Press, 1990) and Marketing Services (Free Press, 1991) Dr. Berry and his colleagues are creators of the service quality gaps model used throughout the world.
"About this title" may belong to another edition of this title.
Book Description Free Press. Hardcover. Book Condition: New. 0029185556. Bookseller Inventory # HGT4856CWIF091416H0510
Book Description Free Press. Hardcover. Book Condition: New. 0029185556 Excellent Buy!!. Bookseller Inventory # HBM-21823
Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97800291855511.0
Book Description Free Press, 1995. Book Condition: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service!. Bookseller Inventory # ABE_book_new_0029185556
Book Description Free Press, 1995. Hardcover. Book Condition: New. HARDCOVER, BRAND NEW COPY, Perfect Shape, No Black Remainder Mark, MH251-908Fast Shipping With Online Tracking, International Orders shipped Global Priority Air Mail, All orders handled with care and shipped promptly in secure packaging, we ship Mon-Sat and send shipment confirmation emails. Our customer service is friendly, we answer emails fast, accept returns and work hard to deliver 100% Customer Satisfaction!. Bookseller Inventory # 0809080019
Book Description Free Press, 1995. Hardcover. Book Condition: New. book. Bookseller Inventory # 0029185556
Book Description Free Press, 1995. Paperback. Book Condition: New. 1. Bookseller Inventory # DADAX0029185556
Book Description Simon and Schuster. Book Condition: New. Brand New. Bookseller Inventory # 0029185556
Book Description Simon and Schuster, 1995. HRD. Book Condition: New. New Book.Shipped from US within 10 to 14 business days.THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Bookseller Inventory # IP-9780029185551
Book Description Free Press, 2016. Paperback. Book Condition: New. PRINT ON DEMAND Book; New; Publication Year 2016; Not Signed; Fast Shipping from the UK. No. book. Bookseller Inventory # ria9780029185551_lsuk