Summary of Discovering the Soul of Service

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Discovering the Soul of Service book summary


7 Overall

8 Applicability

7 Innovation

7 Style


Leonard L. Berry takes an in-depth look at how service can sustain the success of a business in this detailed, footnoted exploration that includes plenty of interviews and examples from the business world. Written authoritatively, yet conversationally, this book outshines similar works because of its thoroughness. Far from a quick-fix, self-help business guide, the book is thoughtful and doesn’t rely on the obvious. getAbstract recommends it to managers and leaders in all businesses, particularly if your competitive edge rests on pleasing your customers.

In this summary, you will learn

  • Which nine elements steer service success;
  • Why success means focusing on what the customer wants, not what the competition is doing; and
  • How investing in employee satisfaction will increase your bottom line.

About the Author

Leonard L. Berry holds the J.C. Penney Chair of Retailing Studies, and is professor of marketing and director of the Center for Retailing Studies at Texas A&M University. A former national president of the American Marketing Association, he is the author of eight other books, including On Great Service He is a board member of CompUSA, Hastings Entertainment, Lowe’s Companies, Inc. and the Council of Better Business Bureaus.



Sustaining Service Success
Since customers expect products to be of high quality, service is the element that most often separates one competitor from another. The most important factor in the success of a service business isn’t corporate practice, but humane values. Values-driven leadership...

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    Erica Rauzin 7 years ago
    Dear Patricia - Thanks very much for your thorough, informed response to this abstract. If you want to read a couple of other book summaries that relate to customer service - and in the hotel industry specifically, you might like The New Gold Standard about the Ritz-Carlon chain and The Power of We by Jonathan Tisch of the Loew's hotels. (E. Rauzin, Managing Editor, getAbstract)

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