Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the au
In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field. This wise and inspiring book by Leonard Berry, our leading service e
Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and
The leader’s guide to building a service powerhouse using the approach that made Mayo Clinic the #1 Hospital in AmericaMayo Clinic is among the best service organizations in the world. It fosters a cu
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the abi
