Table of contents for Discovering the soul of service : the nine drivers of sustainable business success / Leonard L. Berry.


Bibliographic record and links to related information available from the Library of Congress catalog


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CONTENTS

Acknowledgments

Author's Note

  1. Sustaining Success in Service Companies

  2. Success-Sustaining Values

  3. Leading with Values

  4. Strategic Focus

  5. Executional Excellence

  6. Control of Destiny

  7. Trust-Based Relationships

  8. Investment in Employee Success

  9. Acting Small

  10. Brand Cultivation

  11. Generosity

  12. Lessons from World-Class Service Companies

Notes

Interviewees and Other Contributors

Index



Library of Congress subject headings for this publication:
Customer services -- Management.
Customer services -- Management -- Case studies.
Service industries.