{"product_id":"9780684830865","title":"Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success","description":"This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success.\u003cbr\u003e\u003cbr\u003eIn a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.\u003cbr\u003e \u003cbr\u003eFrom 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 relationships, 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.\u003cbr\u003e \u003cbr\u003eBerry's comprehensive model reveals the soul that underlies the strategies and day-to-day operations of great service companies, guiding the thousands of daily decisions of individual employees. Clear, compelling, pathbreaking, \u003ci\u003eDiscovering the Soul of Service\u003c\/i\u003e is essential reading for managers everywhere.","brand":"Free Press","offers":[{"title":"Default Title","offer_id":47076370776304,"sku":"9780684830865","price":18.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780684830865_p0.jpg?v=1763614493","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780684830865","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}