On Great Service - A Framework for Action

Zusatztext Carl Sewell President! Sewell Motor Company The definitive guidebook to great customer service. Informationen zum Autor Leonard Berry holds the JCPenney Chair of Retailing Studies at Texas A&M University, where he is also Professor of Marketing. A former national president of the American Marketing Association, he is coauthor of Delivering Quality Service (Free Press, 1990) and Marketing Services (Free Press, 1991). Dr. Berry and his colleagues are creators of the service quality gaps model used throughout the world. Klappentext Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service. This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation. Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets. Chapter 1: A FRAMEWORK FOR GREAT SERVICE Manager, West Point Market July 14, 1994 1711 West Market Street Akron, OH 44313 Dear Sir or Madam: I feel compelled to write to tell you how much I enjoyed my trip to the West Point Market last weekend, and particularly how good the service was at the market. From time to time, I drive all the way from Columbus to shop at your market because I have found no place like it in the State. What a delight it is to be able to find everything I could possibly need for even the most exotic recipes in one store! Last weekend, in addition to the wonderful food, I found that the service was particularly good. In the produce department, a young woman got a special container to pack my fresh figs in, so that they would not get smashed on the trip back. Also while I was shopping for my produce, I asked one of the employees what lychee nuts were. She not only explained where they come from and how they are served, but she sliced one open and offered me a sample. Then I ordered my lunch at the deli counter, and found when it arrived that I could not carry my tray very well because I was holding my baby son. An employee who was apparently on her lunch break gave up her place in line right behind me to carry my tray to the table. The young men at the checkout counter also noticed that I had my arms full of baby, and packed all of my groceries in bags with handles. One of them then helped me out to my car and loa...

Dettagli sul prodotto

• Autori: Heather Berry, Leonard L Berry, Leonard L. Berry
• Editore: Simon & Schuster UK
• Lingue: Inglese
• Formato: Copertina rigida
• Pubblicazione: 01.01.2008
• EAN: 9780029185551
• ISBN: 978-0-02-918555-1
• Pagine: 308
• Categoria: Scienze sociali, diritto, economia > Economia > Management