Discovering the Soul of Service

Discovering the Soul of Service

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Berry, Leonard L. The Free Press, 1999
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IN THIS SUMMARY

Although creating a successful service operation is truly difficult, sustaining its success is even more so. Services are performances, and the challenge of sustaining a high level of performance on a continuous basis, especially as an organization grows and becomes more complex, is daunting. Essentially, the greater the involvement of people in creating value for customers, the greater the challenge. Discovering the Soul of Service profiles 14 outstanding service companies to identify and describe nine underlying drivers of excellence that sustain these 14 diverse businesses. The comprehensive model that emerges answers the question of how excellent service companies keep the human engine going to sustain their excellence and reveals that the soul underlying the strategies and day-to-day operations is not a matter of savvy business practices but of humane values.