On Great Service, A Framework for Action, Leonard Berry great service, service quality, providing great, providing great service, framework action, information system, service strategy
 
   

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On Great Service

A Framework for Action

 Leonard Berry

 
   
 
 
 
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You'll find in-depth information on the following topics at this site:

great service
service quality
providing great
providing great service
framework action
information system
service strategy
service employees
recruiting hiring
hard work
work deadens
deadens job
work deadens job
building service
quality information
building service quality
service quality information
quality information system
kill teamwork
wrong performances
service achievement
quality system
recovery fairness
service environments
products services
Leonard Berry
Richard Bartlett
Christopher Hart
Philip Kotler
Jerry Richardson
Richard Teerlink
On Great Service
A Framework for Action
Products & Services
Continuous improvement
Core capabilities
Customer service
Cycle time
Demand chain
Disruptive technology
Distribution channels
Electronic commerce
Just in time
Mass customization
New consumerism
Outsourcing
Process development
Product development
Product life cycle
R&D
Supply chain
Value proposition
Whole product concept
Leonard Berry
Richard Bartlett
Christopher Hart
Philip Kotler
Jerry Richardson
Richard Teerlink


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Following are the titles and brief quotes from the Concept Extracts that make up this Concept Book Summary.
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Essential Elements for Service Achievement

"Service providers need to taste the elixir that comes from having to think on the job, to be creative, and to venture outside of the routine."
The Importance of Building a Service Quality Information System

"Building a service quality information system is not just for big companies. Systematic listening to the customers' voice is just as necessary?and practical?for small companies."
Characteristics of an Effective Service Quality System

"Measuring service performance per se is not as meaningful as measuring performance relative to customers' expectations."
Offering Genuine Value: Creating a Service Strategy

"Wordsmithing does not give life to a service strategy."
The Principles of Great Service: Reliability, Surprise, Recovery and Fairness

"Some managers view recovery service as an expensive nuisance. This is a costly attitude because the customers' confidence in the firm is at risk when a service problem occurs."
Determining the Best Organizational Structure for Providing Great Service

"Many organizations fail to realize their service quality ambitions because they do not formalize service improvement; no credible mechanism exists for keeping service quality on the front burner."
The Role of Technology in Providing Great Service

"Technology should be the servant, not the master."
Considerations for Recruiting, Hiring and Retaining Great Service Employees

"The mediocre results that so many service companies obtain from their recruiting and hiring efforts are rooted in false assumptions."
The Importance of Learning in Providing Great Service

"Executives err when they put employees through a specific training program and consider them to be "trained." Skill and knowledge development is a process, not an event."
The Benefits of Empowering Service Employees to Provide Great Service

"An empowered state of mind cannot simply be turned on like a light switch."
The Value of Teamwork in Providing Great Service

"Dissent does not kill teamwork; selfishness and sabotage kill teamwork."
Performance Measurements and Rewards in Service Environments

"Measuring the wrong performances means rewarding the wrong performances."
The Artistry of Great Service

"Excellent service is hard work, but hard work is not what deadens a job. Dull work deadens a job."
 


This Book Summary contains Concept Extracts from:

On Great Service
Leonard Berry

Free Press
1995
Copyright (c) 1995 by Leonard L. Berry


Biography: Leonard L. 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 and his colleagues are creators of the service quality gaps model used throughout the world.

Key Phrases in this title:
great service, service quality, providing great, providing great service, framework action, information system, service strategy, service employees, recruiting hiring, hard work, work deadens, deadens job, work deadens job, building service, quality information, building service quality, service quality information, quality information system, kill teamwork, wrong performances, service achievement, quality system, recovery fairness, service environments, products services, Leonard Berry, Richard Bartlett, Christopher Hart, Philip Kotler, Jerry Richardson, Richard Teerlink

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Products & Services
Book Summaries

Accelerating Innovation Improving the Process of Product Development | Marvin Patterson|1993
Advanced Supply Chain Management How to Build a Sustained Competitive Advantage | Charles Poirier|1999
Agile Competitors and Virtual Organizations Strategies for Enriching the Customer | Steven Goldman, Roger Nagel, Kenneth Preiss|1995
Agile Product Development for Mass Customization How to Develop and Deliver Products for Mass Customization, Niche Markets, JIT, Build-to-Order and Flexible Manufacturing | David Anderson|1997
America's Best IndustryWeek's Guide to World-Class Manufacturing Plants | Theodore Kinni|1997
Balanced Sourcing Cooperation and Competition in Supplier Relationships | Tim Laseter|1998
Beyond Reengineering How the Process-Centered Organization Is Changing Our Work and Our Lives | Michael Hammer|1996
The Case Against ISO 9000 There Is a Better Way to: Improve Your Efficiency, Satisfy Your Customers, Provide Real Quality and Increase Your Revenue! | John Seddon|2000
Channel Champions How Leading Companies Build New Strategies to Serve Customers | Steven Wheeler, Evan Hirsh|1999
Commercializing New Technologies Getting from Mind to Market | Vijay Jolly|1997
A Complaint is a Gift Using Customer Feedback as a Strategic Tool | Janelle Barlow, Claus Moller|1996
Creating an Environment for Successful Projects The Quest to Manage Project Management | Robert Graham, Randall Englund|1997
Delivering Knock Your Socks Off Service | Kristin Anderson, Ron Zemke|1998
The Development Factory Unlocking the Potential of Process Innovation | Gary Pisano|1997
Discovering the Soul of Service The Nine Drivers of Sustainable Business Success | Leonard Berry|1999
Effective Project Management | Robert Wysocki, Robert Beck, David Crane|2000
The Electronic B@zaar From the Silk Road to the eRoad | Robin Bloor|2000
The Executive's Guide to Supply Management Strategies Building Supply Chain Thinking into All Business Processes | David Riggs, Sharon Robbins|1997
Fabled Service Ordinary Acts, Extraordinary Outcomes | Betsy Sanders|1995
From Mind to Market Reinventing the Retail Supply Chain | Roger Blackwell|1997
Gemba Kaizen A Commonsense, Low-Cost Approach to Management | Masaaki Imai|1997
Global Jumpstart The Complete Resource for Expanding Small and Midsize Businesses | Ruth Stanat, Chris West|1999
The Global Manufacturing Vanguard New Rules from the Industy Elite | Micheline Maynard|1998
Harnessing Value in the Supply Chain Strategic Sourcing in Action | Emiko Banfield|1999
Implementing Activity-Based Management in Daily Operations John Miller|1996
The Innovation Journey | Andrew Van de Ven, Douglas Polley, Raghu Garud, Sankaran Venkataraman|1999
Intrapreneuring in Action A Handbook for Business Innovation | Gifford Pinchot, Ron Pellman|1999
Invented Here Maximizing Your Organization's Internal Growth and Profitability: A Practical Guide to Transforming Work | Bart Victor, Andrew Boynton|1998
Leading Manufacturing Excellence A Guide to State-of-the-Art Manufacturing | Patricia Moody|1997
Managing Projects in Organizations How to Make the Best Use of Time, Techniques, and People | Davidson Frame|1995
Managing Quality Fads How American Business Learned to Play the Quality Game | Robert Cole|1999
Managing The Whirlwind Patterns and Opportunities in a Changing World | Michael Annison|1993
A Manufacturing CEO's Secret Tips for Improving Profit Richard Ludwig|1996
Mass Customization The New Frontier in Business Competition | Joseph Pine|1993
Mastering Project Management Applying Advanced Concepts of Systems Thinking, Control and Evaluation, Resource Allocation | James Lewis|1998
Monitoring, Measuring, & Managing Customer Service | Gary Goodman|2000
The Nordstrom Way The Inside Story of America's #1 Customer Service Company | Robert Spector, Patrick McCarthy|2000
On Great Service A Framework for Action | Leonard Berry|1995
Portfolio Management for New Products | Robert Cooper, Scott Edgett, Elko Kleinschmidt|1998
The Power of Product Platforms Building Value and Cost Leadership | Marc Meyer, Alvin Lehnerd|1997
The Process Edge Creating Value Where It Counts | Peter Keen|1997
Process Mapping How to Reengineer Your Business Processes | Daniel Hunt|1996
Product Innovation Strategy Pure & Simple How Winning Companies Outpace their Competitors | Michel Robert|1995
Product Juggernauts How Companies Mobilize to Generate a Stream of Market Winners | Jean-Philippe Deschamps, Ranganath Nayak|1995
Product Leadership Creating and Launching Superior New Products | Robert Cooper|2000
Quality Is Still Free Making Quality Certain in Uncertain Times | Philip Crosby|1996
Reengineering the Corporation A Manifesto for Business Revolution | Michael Hammer, James Champy|1993
Remade in America Transplanting and Transforming Japanese Mangement Systems | Jeffrey Liker, Mark Fruin, Paul Adler|1999
Sales Shock The End of Selling Products The Rise of CoManaging Customers | Mack Hanan|1996
Serious Play How the World's Best Companies Simulate to Innovate | Michael Schrage|2000
Setting the PACE in Product Development A Guide to Product And Cycle-time Excellence | Michael McGrath|1996
Seven Secrets of Service Strategy | Jacques Horovitz|2000
The Six Sigma Revolution How General Electric and Others Turned Process Into Profits | George Eckes|2000
The Six Sigma Way How GE, Motorola, and Other Top Companies Are Honing their Performance | Peter Pande, Robert Neuman, Roland Cavanagh|2000
Smart Companies, Smart Tools Transforming Business Processes into Business Assets | Thomas Koulopoulos|1997
The Soul of the Enterprise Creating a Dynamic Vision for American Manufacturing | Robert Hall|1993
Strategic Outsourcing A Structured Approach to Outsourcing Decisions and Initiatives | Maurice Greaver|1999
Strategies for High Performance Organizations Employee Involvement, TQM, and Reengineering Programs in Fortune 1000 Corporations | Edward Lawler, Susan Albers Mohrman, Gerald Ledford|1998
Supercharging Supply Chains New Ways to Increase Value Through Global Operational Excellence | Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff|1998
Supply Chain Optimization Building the Strongest Total Business Network | Charles Poirier, Stephen Reiter|1996
A Survival Guide for Project Managers James Taylor|1998
Team-Based Project Management James Lewis|1998
Transcultural Management A New Approach for Global Organizations | Atsushi Funakawa|1997
The Transformation Imperative Achieving Market Dominance Through Radical Change | Thomas Vollmann|1996
What Customers Like About You Adding Emotional Value for Service Excellence and Competitive Advantage | David Freemantle|1999
Winning Business Proposals | Deiric McCann|2000
World Class Manufacturing: The Next Decade Building Power, Strength, and Value | Richard Schonberger|1996
World Class Production and Inventory Management Darryl Landvater|1997
World-Class New Product Development Benchmarking Best Practices of Agile Manufacturers | Dan Dimancescu, Kemp Dwenger|1996
You Will Be Satisfied | Bob Tasca|1997
Zero Time Providing Instant Customer Value—Every Time, All the Time! | PhD Yeh, DBA Pearlson, George Kozmetsky|2000



Products & Services
Book Extract Suites
Each Suite contains extracts from 3 to 10 books focused on a single business concept

  • New Product Development & Testing
    • Product Development Vijay Jolly, Alvin Lehnerd, Marc Meyer, Marvin Patterson, Robert Grosse, David Anderson, Dan Dimancescu, Kemp Dwenger, Theodore Kinni, Frederick Webster, Gary Pisano, Michael McGrath
    • Product Innovation Jean-Philippe Deschamps, Ranganath Nayak, James Utterback, Marvin Patterson, Milind Lele, Gary Pisano, Michel Robert
    • Product Positioning Vijay Jolly, Geoffrey Moore, Jean-Pierre Jeannet, David Aaker, Sharon Oster, Milind Lele, Kevin Clancy, Robert Shulman, Philip Kotler, Scott Davis, Frederick Webster, Michael McGrath
  • Manufacturing & Operations
    • ERP, JIT, & TQM John Schorr, Richard Ludwig, John Dunleavy, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, George Labovitz, Victor Rosansky, Masaaki Imai, Kenneth Hartley, James Hurley, Mark Fruin, Jeffrey Liker, Grant Norris, Charles Poirier, Mohamed Zairi, Paul Adler
    • Activity-Based Management Richard Schonberger, John Miller, Price Waterhouse, Richard Ludwig, Lianabel Oliver, James Antos, James Brimson, Shahid Ansari, Jan Bell, CAM-I Target Cost Core Group, John Tracy, Jeremy Hope, Tony Hope
  • Best Practices & Process Improvement
    • Improving the Process Bart Victor, Andrew Boynton, Leonard Schlesinger, Harry Jackson, Daniel Stowell, Normand Frigon, Geary Rummler, Alan Brache, Thomas Davenport, Daniel Hunt, Jerome Finnigan, James Heskett, Earl Sasser, Mark Fruin, Jeffrey Liker, Peter Keen, Gary Pisano, Paul Adler
    • The Practice of Benchmarking Susanne Kelly, Jac Fitz-Enz, Peter Schwartz, Sebastian Nokes, James Harrington, James Harrington, Mary Anne Allison, Blair Gibb, Steven Hronec, Andrew Freeman, Jerome Finnigan, Ron Dembo, Mohamed Zairi
    • Implementing Improvements Jean-Philippe Deschamps, Ranganath Nayak, James Utterback, Thomas Wallace, Don Tapscott, Brad Humphrey, Jeff Stokes, Daniel Stowell, Michael Hammer, James Champy, Tom Connellan, Masaaki Imai, Art Caston, Ron Zemke, Michael Cowley, Ellen Domb, Mohamed Zairi, Michel Robert
  • Balancing Products & Services
    • Product & Services Customization Bart Victor, Andrew Boynton, Don Peppers, Martha Rogers, Ian Gordon, Jerry Luftman, Bob Dorf, David Anderson, Joseph Pine, James Gilmore, Nicholas Imparato, Oren Harari
    • Personalizing Customer Service Don Peppers, Martha Rogers, Kenneth Preiss, Steven Goldman, Roger Nagel, Richard Whiteley, Diane Hessan, Betsy Sanders, Andrew Shapiro, Leonard Berry, Bob Dorf, Tom Connellan, Kristin Anderson, Gary Goodman, Ron Zemke, Ron Zemke, Kate Maddox, Dana Blankenhorn, Jim Sterne
    • Developing a Customer Service Strategy Malcolm McDonald, Warren Keegan, Betsy Sanders, John Dunleavy, Robert Spector, Leonard Berry, Scott Gross, Stan Adler, Kenneth Hartley, Patrick McCarthy, Forler Massnick, Stanley Brown, James Hurley, Douglas Gantenbein, Grant Norris, Bob Burg, Jim Sterne
    • Structuring & Analyzing the Value Chain John Henry Clippinger, Kenneth Preiss, Steven Goldman, Roger Nagel, Jac Fitz-Enz, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, Joseph Pine, David Bovet, Kathy Yohalem, Liam Fahey, James Brian Quinn, David Riggs, Sharon Robbins, Joseph Martha, Ron Ashkenas, Dave Ulrich, Todd Jick, Steve Kerr
  • Negotiating the Supply Chain
    • Supply Chain Management John Oleson, John Schorr, Tim Laseter, Robert Grosse, Keith Brown, Emiko Banfield, David Bovet, Charles Poirier, Stephen Reiter, Joseph Martha, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff
    • Logistics Management Thomas Wallace, Tim Laseter, Thomas Davenport, George Stalk, Charles Poirier, Stephen Reiter, Mark Scott, Frederick Webster, Carl Stern, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff
    • B2B Purchasing in the New Economy John Schorr, Neil Rackham, John De Vincentis, Tim Laseter, Emiko Banfield, Peter Cohan, Charles Poirier, Stephen Reiter, Frederick Webster, Mohamed Zairi, David Riggs, Sharon Robbins, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff
  • Adjusting to Product Life Cycles
    • Product Life Cycles Charles O'Reilly, Michael Cusumano, David Yoffie, Malcolm McDonald, Warren Keegan, Michael Tushman, Price Waterhouse, Paul Millier, David Thielen, Peter Boer, Milind Lele, Frederick Webster, Gary Pisano, Michel Robert, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff
  • Managing Channels & Distribution
    • Channel Management John Oleson, Robert Hiebeler, Thomas B Kelly, Charles Ketteman, Steven Wheeler, Evan Hirsh, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, Kenneth Rolnicki, Robert Duboff, Jim Spaeth, Kathy Yohalem, Liam Fahey
    • Channel Conflict in the New Economy Don Peppers, Martha Rogers, Geoffrey Moore, Neil Rackham, John De Vincentis, Michael de Kare-Silver, Steven Wheeler, Evan Hirsh, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, Bob Dorf, Kenneth Rolnicki, Scott Davis, Walid Mougayar, Jim Sterne
  • The Shift toward a Services Economy
    • Improving the Process of Service Delivery Leonard Schlesinger, Chip Bell, Betsy Sanders, Leonard Berry, Jacques Horovitz, James Moore, Thomas Davenport, James Heskett, Earl Sasser, Peter Keen, James Brian Quinn, Jeremy Hope, Tony Hope
    • Creating a Service Culture Robert Slater, Leonard Schlesinger, Betsy Sanders, Robert Hiebeler, Thomas B Kelly, Charles Ketteman, Leonard Berry, Robert Hall, James Heskett, Earl Sasser, James Brian Quinn, Jeremy Hope, Tony Hope
  • Global Market Leadership
    • Global Business and Management Strategy Jean-Philippe Deschamps, Ranganath Nayak, Alvin Lehnerd, Marc Meyer, Peter Marber, Jean-Pierre Jeannet, David Aaker, Sheida Hodge, Robert Grosse, Virginia O'Brien, Joseph Quinlan, Micheline Maynard, Sumantra Ghoshal, Christopher Bartlett, Kathryn Stevens
    • Global Sourcing Gary Shilling, Jean-Pierre Jeannet, Tim Laseter, Robert Grosse, Sumantra Ghoshal, Christopher Bartlett, James Brian Quinn, Jordan Baruch, Karen Anne Zien, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff, Ron Ashkenas, Dave Ulrich, Todd Jick, Steve Kerr
    • See additional works by: Leonard Berry, On Great Service , A Framework for Action

    You'll find in-depth information on the following topics at this site:

    On Great Service, A Framework for Action, Leonard Berry, Richard Bartlett, Christopher Hart, Philip Kotler, Jerry Richardson, Richard Teerlink, great service, service quality, providing great, providing great service, framework action, information system, service strategy, service employees, recruiting hiring, hard work, work deadens, deadens job, work deadens job, building service, quality information, building service quality, service quality information, quality information system, kill teamwork, wrong performances, service achievement, quality system, recovery fairness, service environments, products services, Leonard Berry, Richard Bartlett, Christopher Hart, Philip Kotler, Jerry Richardson, Richard Teerlink, On Great Service, A Framework for Action, Products & Services, Leonard Berry, Richard Bartlett, Christopher Hart, Philip Kotler, Jerry Richardson, Richard Teerlink, Continuous improvement, Core capabilities, Customer service, Cycle time, Demand chain, Disruptive technology, Distribution channels, Electronic commerce, Just in time, Mass customization, New consumerism, Outsourcing, Process development, Product development, Product life cycle, R&D, Supply chain, Value proposition, Whole product concept, Leonard Berry, Richard Bartlett, Christopher Hart, Philip Kotler, Jerry Richardson, Richard Teerlink, Products & Services

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    On Great Service, A Framework for Action, Leonard Berry great service, service quality, providing great, providing great service, framework action, information system, service strategy, service employees, recruiting hiring, hard work, work deadens, deadens job, work deadens job, building service

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