Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations

Name: Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations
Availability: InStock
ISBN: 9780071590730

ISBN-10: 0071590730

ISBN-13: 9780071590730

Edition: 2008

Authors: Leonard L. Berry, Kent D. Seltman

List price: $36.00

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"Management Lessons from Mayo Clinic" reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries. Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders,…

Book details

List price: $36.00
Copyright year: 2008
Publisher: McGraw-Hill Education
Publication date: 6/9/2008
Binding: Hardcover
Pages: 312
Size: 7.00" wide x 9.20" long x 1.10" tall
Weight: 1.298
Language: English

Dr. Leonard L. Berry holds the JCPenney Chair of Retailing Studies at Texas A&M University. A former National President of the American Marketing Association, he is the author of 13 books on services marketing and quality service.



Acknowledgments



The 100-Year Brand



Preserving a Patient-First Legacy



Practicing Team Medicine



Practicing Destination Medicine



Partnering for Leadership



Hiring for Values-and Talent



Orchestrating the Clues of Quality



Creating, Extending, and Protecting the Brand



Investing in Tomorrow's Organization



Realizing Human Potential


Index