Vol. 16, Issue 3 Discovering the Soul of Service The Nine Drivers of Sustainable Business Success By: Leonard L. Berry 304 pp. The Free Press 1999 Review by: Lydia Morris Brown

Although creating a successful service operation is truly difficult, sustaining its success is even more so. Services are performances, and the challenge of sustaining a high level of performance on a continuous basis, especially as an organization grows and becomes more complex, is daunting. Essentially, the greater the involvement of people in creating value for customers, the greater the challenge. Discovering the Soul of Service profiles 14 outstanding service companies to identify and describe nine underlying drivers of excellence that sustain these 14 diverse businesses. The comprehensive model that emerges answers the question of how excellent service companies keep the human engine going to sustain their excellence and reveals that the soul underlying the strategies and day-to-day operations is not a matter of savvy business practices but of humane values.

Vol. 25, Issue 27 The Momentum Effect How to Ignite Exceptional Growth By: J. C. Larreche 352 pp. Wharton School Publishing Review by Leslie Johnston Vol. 25, Issue 26 Transparency How Leaders Create a Culture of Candor By: Warren Bennis, Daniel Goleman, James O'Toole, with Patricia Ward Biederman 130 pp. Jossey-Bass Review by Amity Noltemeyer Vol. 25, Issue 25 Making Innovation Work How to Manage It, Measure It, and Profit from It By: Tony Davila, Marc J. Epstein, and Robert Shelton 350 pp. Wharton School Publishing Review by Lydia Morris Brown

Our Most Popular Summaries

Vol. 25, Issue 9 Becoming an Extraordinary Manager The Five Essentials for Success By: Len Sandler 256 pp. AMACOM Review by Kendra Bentle Vol. 25, Issue 5 The Power of Body Language How to Succeed In Every Business and Social Encounter By: Tonya Reiman 365 pp. Simon & Schuster, Inc. Review by Lydia Morris Brown Vol. 25, Issue 4 Made to Stick Why Some Ideas Survive and Others Die By: Chip Heath and Dan Heath 291 pp. Random House, Inc. Review by Simone Isadora Flynn, Ph.D.