11/23/1999
Creating a successful service operation is a difficult task, says Berry, professor of marketing at Texas A&M and a highly-regarded authority on service strategy. But sustaining service success is even more difficult. In this book, he sets out to answer the fundamental question of how great service companies stay great. Taking examples from businesses as diverse as air travel, fast food, office furniture and minor league baseball, Berry uncovers nine underlying "drivers of sustainable success" and shows that the path to success in labor-intensive service firms cuts across businesses of all sizes and kinds.