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On Great Service A Framework for Action

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ISBN-10: 0029185556

ISBN-13: 9780029185551

Edition: 1995

Authors: Leonard L. Berry

List price: $46.00
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Description:

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…    
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Book details

List price: $46.00
Copyright year: 1995
Publisher: Free Press
Publication date: 4/1/1995
Binding: Hardcover
Pages: 292
Size: 6.13" wide x 9.25" long x 0.90" tall
Weight: 1.254
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
Author's Note
A Framework for Great Service
Nurture Service Leadership
Build a Service Quality Information System
Create a Service Strategy
Commit to the Principles of Great Service
Organize for Great Service
Embrace Technology
Compete for Talent
Develop Service Skills and Knowledge
Empower Servers to Serve
Work at Teamwork
Measure Performance, Reward Excellence
The Artistry of Great Service
Notes
Index