Picture 1 of 1

Stock photo

On Great Service : A Framework for Action, Hardcover by Berry, Leonard L., Br... - Picture 1 of 1

On Great Service: A Framework for Action by Leonard L. Berry (Hardcover, 1995)

Be the first towrite a review.

superbookdeals (71661)
93.9% positive Feedback

Price:

£33.89

Free postage

Estimated delivery Wed, 22 May - Wed, 29 May

Returns:

30 days return. Buyer pays for return postage.

Condition:

New

On Great Service : A Framework for Action, Hardcover by Berry, Leonard L., ISBN 0029185556, ISBN-13 9780029185551, Brand New, Free P&P in the UK Offers businesses a framework for improving service quality and cites numerous examples of service success stories

View all details

All listings for this product

item 1 On Great Service: A Framework for Action,Leonard L. Berry
£4.02
Free postage
item 2 On Great Service : A Framework for Action Hardcover Leonard L. Be
£4.07
Free postage
item 3 On Great Service : A Framework for Action Hardcover Leonard L. Be
£4.07
Free postage
item 4 On Great Service: A Framework for Action-Leonard L. Berry
£4.12
Free postage
item 5 On Great Service: A Framework for Action By Leonard L. Berry
£4.17
Free postage
item 6 On Great Service : A Framework for Action, Hardcover by Berry, Leonard L., Br...
£33.89
Free postage
item 7 On Great Service: A Framework for Action - HardBack NEW Leonard L. Berr April 19
£35.52
Free postage

See all 10

About this product

Product Information

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. He challenges service managers to set their service quality aspirations higher, and his innovative, practical ideas will help them achieve those higher standards. Linking service excellence to value creation, Berry provides solid financial reasons for the necessity of great service. Here, at last, is the book for which managers in every service industry have waited: Leonard Berry's operating manual for turning plans for great service into action.

Product Identifiers

Publisher
Simon & Schuster
ISBN-13
9780029185551
eBay Product ID (ePID)
91304034

Product Key Features

Author
Leonard L. Berry
Publication Name
On Great Service: a Framework for Action
Format
Hardcover
Language
English
Subject
Management, Marketing, Business
Publication Year
1995
Type
Textbook
Number of Pages
292 Pages

Dimensions

Item Height
235mm
Item Width
156mm
Item Weight
571g

Additional Product Features

Title_Author
Leonard L. Berry
Country/Region of Manufacture
United States

No ratings or reviews yetNo ratings or reviews yet

Be the first to write a review

Best-selling in Adult Learning & University

See all

Current slide {CURRENT_SLIDE} of {TOTAL_SLIDES}- Best-selling in Adult Learning & University

Secrets Of Mental Math: The Mathemagician's Guide to Lightening Calculation and Amazing Maths Tricks by Arthur Benjamin, Michael Shermer (Paperback, 2006)
4.8 out of 5 stars based on 16 product ratings
£0.99 New
---- Used
Never Split the Difference: Negotiating as if Your Life Depended on It by Chris Voss, Tahl Raz (Paperback, 2017)
4.9 out of 5 stars based on 41 product ratings
£6.26 New
£5.99 Used
Die with Zero: Getting All You Can from Your Money and Your Life by Bill Perkins (Paperback, 2021)
5.0 out of 5 stars based on 2 product ratings
£7.15 New
---- Used
Code of Practice for In-service Inspection and Testing of Electrical Equipment by The Institution of Engineering and Technology (Paperback, 2020)
4.9 out of 5 stars based on 10 product ratings
£44.20 New
£34.99 Used
The Ethnic Cleansing of Palestine by Ilan Pappe (Paperback, 2007)
4.9 out of 5 stars based on 7 product ratings
£10.83 New
£8.00 Used
Clean & Green: 101 Hints and Tips for a More Eco-Friendly Home by Nancy Birtwhistle (Hardcover, 2021)
4.9 out of 5 stars based on 32 product ratings
£11.35 New
£8.27 Used
Why We Get Sick: The Hidden Epidemic at the Root of Most Chronic Disease and How to Fight It by Benjamin Bikman (Paperback, 2021)
5.0 out of 5 stars based on 2 product ratings
£10.30 New
£9.66 Used

Save on Adult Learning & University

Current slide {CURRENT_SLIDE} of {TOTAL_SLIDES}- Save on Adult Learning & University

Greekish: Everyday recipes with Greek roots by Georgina Hayden (English) Hardcov
£19.98
Trending at £20.31
Bold Beans: Beautiful, Brilliant and Exciting Recipes by Amelia Christie-Miller
£15.99
Trending at £17.29
The Concise Laws of Human Nature by Robert Greene Paperback, English
£7.39
Trending at £9.03
Zero to One: Notes on Start Ups, or How to Build the Future by Thiel, Peter The
£8.83
Trending at £9.16
Why We Get Sick (Paperback) by Bikman & Benjamin
£10.30
Trending at £10.83
Staring At The Sun: Being at peace with your own mortality by Irvin Yalom
£6.75
Trending at £6.82

Shop by category

Picture 1 of 1

On Great Service: A Framework for Action by Leonard L. Berry (Hardcover, 1995)

All listings for this product

item 1 On Great Service: A Framework for Action,Leonard L. Berry

item 2 On Great Service : A Framework for Action Hardcover Leonard L. Be

item 3 On Great Service : A Framework for Action Hardcover Leonard L. Be

item 4 On Great Service: A Framework for Action-Leonard L. Berry

item 5 On Great Service: A Framework for Action By Leonard L. Berry

item 6 On Great Service : A Framework for Action, Hardcover by Berry, Leonard L., Br...

item 7 On Great Service: A Framework for Action - HardBack NEW Leonard L. Berr April 19

About this product

Product Information

Product Identifiers

Product Key Features

Dimensions

Additional Product Features

Best-selling in Adult Learning & University

Secrets Of Mental Math: The Mathemagician's Guide to Lightening Calculation and Amazing Maths Tricks by Arthur Benjamin, Michael Shermer (Paperback, 2006)

Never Split the Difference: Negotiating as if Your Life Depended on It by Chris Voss, Tahl Raz (Paperback, 2017)

Die with Zero: Getting All You Can from Your Money and Your Life by Bill Perkins (Paperback, 2021)

Code of Practice for In-service Inspection and Testing of Electrical Equipment by The Institution of Engineering and Technology (Paperback, 2020)

The Ethnic Cleansing of Palestine by Ilan Pappe (Paperback, 2007)

Clean & Green: 101 Hints and Tips for a More Eco-Friendly Home by Nancy Birtwhistle (Hardcover, 2021)

Why We Get Sick: The Hidden Epidemic at the Root of Most Chronic Disease and How to Fight It by Benjamin Bikman (Paperback, 2021)

Save on Adult Learning & University

Greekish: Everyday recipes with Greek roots by Georgina Hayden (English) Hardcov

Bold Beans: Beautiful, Brilliant and Exciting Recipes by Amelia Christie-Miller

The Concise Laws of Human Nature by Robert Greene Paperback, English

Zero to One: Notes on Start Ups, or How to Build the Future by Thiel, Peter The

Why We Get Sick (Paperback) by Bikman & Benjamin

Staring At The Sun: Being at peace with your own mortality by Irvin Yalom

You may also like

Elmore Leonard Hardcover Fiction Books

Steve Berry Fiction Hardcover Books

Mary Berry Non-Fiction Hardcover Books

Fiction Frederick the Great Hardcover Books

Hardcover L. Frank Baum Books

Fiction Hardcover L. Ron Hubbard & Books