Discovering the soul of service: the nine drivers of sustainable business success

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Customer Service Quality and Loyalty Leadership and Management in Organizations Organizational Strategy and Culture

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CONTENTS Acknowledgments Author's Note * Sustaining Success in Service Companies * Success-Sustaining Values * Leading with Values * Strategic Focus * Executional Excellence * Control of Destiny * Trust-Based Relationships * Investment in Employee Success * Acting Small * Brand Cultivation * Generosity * Lessons from World-Class Service Companies Notes Interviewees and Other Contributors Index

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