Leonard C Berry

Leonard Berry and Kent Seltman on Management Lessons from Mayo Clinic

The Mayo Clinic is one of the world's most prestigious organizations, one that 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 had the rare opp...

Marketing Services: Competing Through Quality

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...

Management Accounting Demystified

Learn the essentials of management accounting in a flash! This hands-on self-teaching guide covers the fundamentals of management accounting, including cost accounting, how to develop and use information for costing products and services, decision making, operational budgeting, performance evaluati...

Financial Accounting DeMYSTiFieD

The simple solution to complex accounting You don't need a genius IQ to ace your financial accounting curriculum. The only prerequisites are a little discipline and a comprehensive tutorial devoid of confusing jargon. Financial Accounting DeMYSTiFieD presents all the concepts and skills you need, ...

Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success

This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success.In a world where customers regard flawless products as a given, service is ...

Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations

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 Se...

Calidad total en la gestión de servicios (Spanish Edition)

El modelo propuesto por los autores, que controla cinco atributos de la calidad de gestión de servicios -fiabilidad, empatía, seguridad, capacidad de respuesta y elementos tangibles- ataca de forma directa la generalizada tendencia a sobre prometer. Al comparar las percepciones y las expectativas de...

Emerging Perspectives on Services Marketing

Management Accounting Demystified

Governmental and Non-Profit Accounting: A Book of Readings

Coordinating Total Audit Coverage: Trends and Practices

On Great Service: A Framework for Action

Delivering Quality Service: Balancing Customer Perceptions and Expectations

Banking Tomorrow: Managing Markets through Planning

Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success