skip to content

Berry, Leonard L. 1942-

Overview
Works: 82 works in 246 publications in 7 languages and 7,732 library holdings
Genres: Case studies  History 
Roles: Author, Editor, Compiler
Classifications: HF5415.5, 658.812
Publication Timeline
Key
Publications about Leonard L Berry
Publications by Leonard L Berry
Most widely held works by Leonard L Berry
Delivering quality service : balancing customer perceptions and expectations by Valarie A Zeithaml( Book )
14 editions published between 1990 and 2009 in English and held by 1,392 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 )
11 editions published between 1999 and 2014 in 4 languages and held by 1,093 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 )
14 editions published between 1991 and 2014 in English and German and held by 751 libraries worldwide
Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing. They argue that superior service cannot be manufactured in a factory, packaged, and delivered intact to customers. Though an innovative service concept may give a company an initial edge, superior quality is vital to sustaining success. Berry and Parasuraman show that inspired leadership, a customer-minded corporate culture, an excellent service-system design, and effective use of technology and information are crucial to superior service quality and services marketing. When a company's service is excellent, customers are more likely to perceive value in transactions, spread favorable word-of-mouth impressions, and respond positively to employee-cross-selling efforts. The authors point out that a service company that does relatively little pre-sales marketing but is truly dedicated to delivering excellent quality service will have greater marketing effectiveness, higher customer retention, and more sales to existing customers than a company that emphasizes pre-sale marketing but falls short during actual service delivery. The focus of any company, they insist, must be customer satisfaction through integration of service quality throughout the entire system. Filled with examples, stories, and insights from senior executives, Berry and Parasuraman's new framework for effective marketing services contains the key to high-performance services marketing
On great service : a framework for action by Leonard L Berry( Book )
11 editions published between 1965 and 2014 in English and held by 665 libraries worldwide
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. He challenges service managers to set their service quality aspirations higher, and his innovative, practical ideas will help them achieve those higher standards. Linking service excellence to value creation, Berry provides solid financial reasons for the necessity of great service. Here, at last, is the book for which managers in every service industry have waited: Leonard Berry's "operating manual" for turning plans for great service into action
Management lessons from Mayo Clinic : inside one of the world's most admired service organizations by Leonard L Berry( Book )
5 editions published in 2008 in English and held by 603 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 )
7 editions published in 1985 in English and held by 405 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 328 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 327 libraries worldwide
Emerging perspectives on services marketing ( Book )
5 editions published in 1983 in English and held by 312 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 285 libraries worldwide
Marketing for the bank executive by Leonard L Berry( Book )
16 editions published between 1974 and 1976 in 3 languages and held by 280 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 213 libraries worldwide
Qualitätsservice : was Ihre Kunden erwarten - was Sie leisten müssen by Valarie A Zeithaml( Book )
14 editions published between 1991 and 2000 in 3 languages and held by 119 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. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations
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 81 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 76 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 74 libraries worldwide
Financial institution marketing : strategies in the 1980s by Leonard L Berry( Book )
2 editions published in 1980 in English and held by 68 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
Service-Marketing by Leonard L Berry( Book )
4 editions published in 1992 in German 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
 
moreShow More Titles
fewerShow Fewer Titles
Alternative Names
ベリー, レオナルド
ベリー, レナード・L
Languages
English (125)
Spanish (10)
German (8)
Italian (5)
Japanese (1)
Chinese (1)
Dutch (1)
Covers
Close Window

Please sign in to WorldCat 

Don't have an account? You can easily create a free account.