Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
by Leonard L. Berry

Book recommendation:

An extraordinary analysis and presentation for business success. Fourteen service companies that have achieved sustained success, from across a diverse array of industries, were studied. These companies have achieved sustained customer acceptance and financial success. Through year-end 1997, the sample companies collectively had operated profitably for 402 out of 407 total years. The average age of the companies as of 1999 is 31 years. The research for this book explored one fundamental question: How do excellent service companies keep the human engine going to sustain their excellence? Or, how do great service companies stay great?

I invite you to purchase a book summary that I've created as a PDF file synopsizing the book's most compelling findings. —Greg Kilgore