On Great Service: A Framework for Action
| Author | : | |
| Rating | : | 4.20 (721 Votes) |
| Asin | : | 0029185556 |
| Format Type | : | paperback |
| Number of Pages | : | 292 Pages |
| Publish Date | : | 2014-07-29 |
| Language | : | English |
DESCRIPTION:
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 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. 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. Here, at last, is the book for which managers
Leonard Berry holds the JCPenney Chair of Retailing Studies at Texas A&M University, where he is also Professor of Marketing. Dr. 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). . Berry and his colleagues are creators of the service quality gaps
He is a first-round draft pick on our team.Philip Kotler S.C. . Kunisch Chairman, President, and CEO, PHH Corporation Berry's clear and concise style distills years of research into common-sense guidelines for action.John E. Richard C. Provides a succinct formula for achieving service leadership success.Robert D. I can't wait for my Schwab colleagues to read it, and I sure hope our competitors never do.Leonard A. Pottruck President and CEO, Charles Schwab & Co., Inc. This is a must read!Carl Sewell President, Sewell Motor Compan
Clientes, Clientes, Clientes Adonay Navarro Once again, Customers ALWAYS have the last word. Even it is and old book, it does not lose actuality. Good. Great Book on Service This is as good as it gets on service quality. Leneord Berry is great!. "An Always Actual Framework To Action!" according to Sara Mencia Abre. Even though this book was first published on 1996, the framework presented by Mr. Berry to achieve Extraordinary Customer Service is still valuable and actual. It has 1An Always Actual Framework To Action! Even though this book was first published on 1996, the framework presented by Mr. Berry to achieve Extraordinary Customer Service is still valuable and actual. It has 13 chapters and each one gives a pure meaning of every treated subject. It's not another . chapters and each one gives a pure meaning of every treated subject. It's not another