The Mystery of Service

Author: Leonard L. Berry
Publisher:
Publish Date: 2001-01-01
Features: For service-oriented enterprises, how can long-term success be achieved? Through precise research on 14 mature and highly successful labor-intensive enterprises, Leonard L. Berry's new study concludes that the most important factor in the long-term development of the service industry is not a large volume of business activities, but rather nine intrinsic driving forces of the enterprise: leadership that continuously enhances value, strategic focus, outstanding implementation, a sense of the destiny of the enterprise, highly trusting relationships, generosity, investment in employee success, small-business operations within a large enterprise, and brand cultivation. Only by combining these nine factors can customer satisfaction, innovative operations, and enterprise growth be achieved. This book elaborates on the nine successful driving factors (such as leadership that continuously enhances value and strategic focus, outstanding implementation, a sense of the destiny of the enterprise, highly trusting relationships, generosity, investment in employee success, small-business operations, and brand cultivation).