The Mystery of Service -- Nine Driving Forces for Sustained Success: Nine Driving Forces for Sustained Success

Author: Leonard L. Berry
Publisher:
Publication Date: 2004-01-01
Features: This book provides dedicated chapters on the nine drivers of long-term success for large service companies. Its discussion of the theories and implementation steps that bring sustained success to enterprises is both in-depth and thorough. The case studies in the book reveal the essence of decision-making and daily operations in service enterprises, serving as a guide for countless employees in their daily decisions. The book has a clear structure, compelling arguments, and pioneering insights.
How can service enterprises achieve long-term success? Through precise research on 14 mature and highly successful labor-intensive companies, Leonard L. Berry's new research findings conclude that the most important factor in the long-term development of the service industry is not a high volume of business activities but rather the nine inherent drivers of the enterprise:
- Continuous value-enhancing leadership
- Strategic focus
- Exceptional implementation
- Mastery of the company's destiny
- Highly trusting relationships
- Generosity
- Investment in employee success
- Large enterprise, small operation
- Brand cultivation
Only by integrating these nine factors can businesses win customer satisfaction, foster innovative operations, and achieve growth.