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Berry, Leonard L. 1942-

Overview
Works: 88 works in 235 publications in 3 languages and 7,792 library holdings
Genres: Case studies  History 
Roles: Compiler, Editor
Classifications: HF5415.5, 658.812
Publication Timeline
Key
Publications about Leonard L Berry
Publications by Leonard L Berry
Most widely held works about Leonard L Berry
 
Most widely held works by Leonard L Berry
Delivering quality service : balancing customer perceptions and expectations by Valarie A Zeithaml( Book )
16 editions published between 1990 and 2009 in English and held by 1,417 libraries worldwide
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 ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time
Discovering the soul of service : the nine drivers of sustainable business success by Leonard L Berry( Book )
8 editions published in 1999 in English and held by 1,072 libraries worldwide
Explores how flourishing companies maintain over the long term the level of good service that got them started
Marketing services : competing through quality by Leonard L Berry( Book )
13 editions published between 1991 and 2004 in English and Spanish and held by 776 libraries worldwide
On great service : a framework for action by Leonard L Berry( Book )
11 editions published between 1965 and 1995 in English and held by 680 libraries worldwide
Management lessons from Mayo Clinic : inside one of the world's most admired service organizations by Leonard L Berry( Book )
6 editions published in 2008 in English and held by 593 libraries worldwide
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 employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries. Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service. By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors are able to: (1) demonstrate how a great service brand evolves from the core values that nourish and protect it; (2) extrapolate instructive business lessons that apply outside healthcare; (3) illustrate the benefits of pooling talent and encouraging teamwork; (4) relate historical events and perspectives to the present-day Mayo Clinic; and (5) share inspiring stories from staff and patients. An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization
Marketing financial services : a strategic vision by James H Donnelly( Book )
5 editions published in 1985 in English and held by 414 libraries worldwide
Banking tomorrow : managing markets through planning by Thomas W Thompson( Book )
8 editions published between 1978 and 1981 in English and held by 337 libraries worldwide
Service quality : a profit strategy for financial institutions by Leonard L Berry( Book )
9 editions published between 1988 and 1989 in English and held by 330 libraries worldwide
Emerging perspectives on services marketing ( Book )
5 editions published in 1983 in English and held by 316 libraries worldwide
Bankers who sell : improving selling effectiveness in banking by Leonard L Berry( Book )
3 editions published in 1985 in English and held by 288 libraries worldwide
Marketing for the bank executive by Leonard L Berry( Book )
11 editions published between 1974 and 1975 in English and Undetermined and held by 274 libraries worldwide
Marketing and the social environment: a readings text by Leonard L Berry( Book )
8 editions published in 1973 in English and held by 215 libraries worldwide
Servqual, a multiple-item scale for measuring customer perceptions of service quality by A Parasuraman( Book )
4 editions published in 1986 in English and Undetermined and held by 80 libraries worldwide
Communication and control processes in the delivery of service quality by Valarie A Zeithaml( Book )
4 editions published in 1987 in English and held by 78 libraries worldwide
A conceptual model of service quality and its implications for future research by A Parasuraman( Book )
5 editions published in 1984 in English and held by 76 libraries worldwide
Financial institution marketing : strategies in the 1980s by Leonard L Berry( Book )
2 editions published in 1980 in English and held by 67 libraries worldwide
Service-Marketing by Leonard L Berry( Book )
4 editions published in 1992 in German and held by 66 libraries worldwide
The nature and determinants of customer expectations of service by Valarie A Zeithaml( Book )
4 editions published in 1991 in English and held by 65 libraries worldwide
Marketing for bankers by Leonard L Berry( Book )
5 editions published in 1975 in English and held by 65 libraries worldwide
 
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Alternative Names
ベリー, レオナルド
ベリー, レナード・L
Languages
English (129)
German (4)
Spanish (2)
Covers
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