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On Great Service


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Table of Contents

CONTENTS Acknowledgments Author's Note Chapter 1. A Framework for Great Service Chapter 2. Nurture Service Leadership Chapter 3. Build a Service Quality Information System Chapter 4. Create a Service Strategy Chapter 5. Commit to the Principles of Great Service Chapter 6. Organize for Great Service Chapter 7. Embrace Technology Chapter 8. Compete for Talent Chapter 9. Develop Service Skills and Knowledge Chapter 10. Empower Servers to Serve Chapter 11. Work at Teamwork Chapter 12. Measure Performance, Reward Excellence Chapter 13. The Artistry of Great Service Notes Index

About the Author

Leonard Berry holds the JCPenney Chair of Retailing Studies at Texas A&M University, where he is also Professor of Marketing. 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). Dr. Berry and his colleagues are creators of the service quality gaps model used throughout the world.


Richard C. Bartlett Vice Chairman, Mary Kay Corporation, CEO, The Richmont Group Berry has provided what is desperately needed in many companies: a hands-on guide to improving service quality. This is the most original and practical book I have seen on the subject. Christopher Hart President, the Spire Group, Ltd. The most powerful, comprehensive work on service quality to date. Jerry Richardson Chairman and CEO, Flagstar Companies, Inc., Owner/founder, the Carolina Panthers Anyone in a service business who isn't familiar with Berry's work is missing a huge opportunity. He is a first-round draft pick on our team. Philip Kotler S.C. Johnson & Son Distinguished Professor of International Marketing, Northwestern University Finally, a service book that shows how to go about achieving service greatness. Richard Teeterlink President and CEO, Harley-Davidson, Inc. Provides a succinct formula for achieving service leadership success. Robert D. 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. Martin Chairman, Taco Bell Corporation Truly gives a framework for action in the 90s. David S. Pottruck President and CEO, Charles Schwab & Co., Inc. I could hardly put this down. I almost wore out a highlighting pen identifying all the practical thoughts and implementation tips that take this book from theoretical treatise to managerial handbook. I can't wait for my Schwab colleagues to read it, and I sure hope our competitors never do. Leonard A. Schlesinger Professor of Business Administration, Harvard Business School A "high payoff" book. This is a must read! Carl Sewell President, Sewell Motor Company The definitive guidebook to great customer service.

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