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On Great Service: A Framework for Action
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On Great Service: A Framework for Action Hardcover - 1995

by Berry, Leonard L

  • Used

Improving service quality has finally become a top priority of management today, yet according to service quality expert Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. Berry offers a dynamic framework for improving service, rich with insights and compelling examples of great service.

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Free Press. Used - Very Good.
Used - Very Good
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More Than Words empowers youth who are in foster care, court-involved, homeless or out of school to take charge of their lives by taking charge of a business. MTW believes that when system-involved youth are challenged with authentic and increasing responsibilities in a business setting, and are given high expectations and a culture of support, they can and will address personal barriers to success, create concrete action plans for their lives, and become contributing members of society. More Than Words began as an online bookselling training program for youth in DCF custody in 2004 and opened its vibrant bookstore on Moody St in Waltham in 2005 and added its Starbucks coffee bar in 2008. MTW replicated its model in the South End of Boston in 2011, thereby doubling the number of youth served annually.

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Details

  • Title On Great Service: A Framework for Action
  • Author Berry, Leonard L
  • Binding Hardcover
  • Edition First Edition
  • Condition Used - Very Good
  • Pages 292
  • Volumes 1
  • Language ENG
  • Publisher Free Press, Old Tappan, New Jersey, U.S.A.
  • Date 1995-04-01
  • Illustrated Yes
  • Features Bibliography, Illustrated, Index
  • Bookseller's Inventory # WAL-U-3e-01373
  • ISBN 9780029185551 / 0029185556
  • Weight 1.26 lbs (0.57 kg)
  • Dimensions 9.6 x 6.46 x 1.08 in (24.38 x 16.41 x 2.74 cm)
  • Library of Congress subjects Customer services - Quality control, Customer services - United States -
  • Library of Congress Catalog Number 94041391
  • Dewey Decimal Code 658.562

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About the author

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.

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