Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations — Leonard Berry, Kent Seltman


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  Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a
culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business
authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and
maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge -
invaluable lessons for managers and service providers of all industries.
  
  Drs. Berry and Seltman had the