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 compa

Based on presentations given at the 1993 Common Boundary Conference of the same title, when authors, artists, thinkers & teachers were brought together to discu

Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and ea

"At the core of every great work of fiction lies its soul - the mysterious thing that motivates its characters' actions and speaks to the world with their voice