{"product_id":"9781543663716","title":"Management Lessons from Mayo Clinic: Inside One of the Most Admired Service Organizations","description":"\u003cp\u003e\u003cb\u003ePrescriptions for Service Success\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e“Quite possibly the most important management book to appear in more than a decade…essential reading for the leaders of any type of organization.”-Gerald Zaltman, PhD, author of \u003ci\u003eHow Customers Think\u003c\/i\u003e\u003c\/p\u003e  \u003cp\u003e“This book reads like a thriller taking you into the heart of a great organization and peeling off, layer by layer, the secrets of creating incomparable performance for your customers and your partners. It should be read by everyone in business.”-Philip Kotler, Ph.D.,  S.C. Johnson \u0026amp; Son Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University\u003c\/p\u003e\u003cp\u003e“A landmark. Through deep study, respectful listening, and eloquent reporting, the authors connect 'service success' to the very core of healthcare's mission and to the very soul of the healthcare workforce.”-Donald M. Berwick, M.D., MPP, president and CEO, Institute for Healthcare Improvement\u003c\/p\u003e\u003cp\u003e“This book is an essential read for those managing labor-intensive, highly interactive service businesses, and offers thought provoking guidance to anyone seeking to build a customer-focused culture.”-George Day, Ph.D., Geoffrey T. Boisi Professor and codirector, Mack Center for Technological Innovation, Wharton School, University of Pennsylvania\u003c\/p\u003e\u003cp\u003e“Berry and Seltman have now defined a new gold standard for service with their extraordinary assessments of the prestigious Mayo Clinic's service culture and management.”-James D. Rogers, chairman\/CEO, Kampgrounds of America Inc.\u003c\/p\u003e\u003cp\u003e“An extraordinary book that provides wonderful lessons in how to build and sustainservice excellence in any business organization.  It also offers superb insights on how unshakable core values can drive a successful culture.”-Stephen W. Brown, Ph.D., Executive Director, Center for Services Leadership, W.P. Carey School of Business, Arizona State University\u003c\/p\u003e","brand":"Brilliance Audio","offers":[{"title":"Default Title","offer_id":47016824963312,"sku":"9781543663716","price":29.99,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781543663716_p0.jpg?v=1763748863","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781543663716","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}