The Service Nightmare

Berry, Leonard L.
September 1997
Marketing Management;Fall97, Vol. 6 Issue 3, p8
The article discusses ways on how a successful business organization can sustain success. The author pointed out some factors that need to be addressed in order to maintain growth: customer-centered core values, listening-inspired innovation, reaping the benefits of smallness, and encouraging employees to feel and act like owners. He further explained that undue emphasis on low prices and costs can undermine execution and too much growth can undermine the operational effectiveness and entrepreneurial spirit. His main argument centers on three principles: (1) operating effectively when growing rapidly, (2) operating effectively when focusing on price competition, and (3) remaining entrepreneurial.


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