What Great Service Leaders Know and Do

INDEX

Active enterprise, 209

Airbnb, 206–207

Airlines, 1, 20–22, 138–139, 150–153, 220. See also Southwest Airlines

Amazon Marketplace, 213

Amazon.com, 115, 180, 195–198, 203, 210, 217

Ambidexterity, 215–216

Antagonists, 167–168

Anticipatory service, 160, 208–210

Apollo Hospitals, 145–146

Apple, 20

Assurance, 124

Attitude, hiring for, 85–86

Attitudinal loyalty, 168

Automobile insurance, 225–232

Baldanza, Ben, 21–22

Barrett, Colleen, 20

Bed and breakfasts. See Airbnb

Berry, Leonard, 11–12

Best Companies to Work For, Fortune’s 100, 54, 54f

Bezos, Jeff, 180, 195–198, 207, 209

Bill & Melinda Gates Foundation,46

Bitner, Mary Jo, 155

Bogle, John, 76–77, 102

Bosses. See also Managers fair, 81–82

Both/and service results, factors leading to, 59, 60