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"From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values.
In all fourteen award-winning companies - Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop's Super Markets - values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relation-ships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth.
Dedicating a chapter to each of these nine drivers, this book is the most far-reaching and insightful vision ever presented of the principles and step-by-step actions that continuously bring success to life in a company."--BOOK JACKET.
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Discovering the soul of service: the nine drivers of sustainable business success
1999, Free Press
in English
0684845113 9780684845111
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Includes bibliographical references (p. 249-255) and index.
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- Created April 1, 2008
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