On Great Service A Framework for Action

Name: On Great Service A Framework for Action
Price: 2.82 USD
Availability: InStock
ISBN: 9780029185551

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…

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

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