This is the first book on the role of values in developing and managing service companies, emphasizing sustainable business. The authors examine the role of values in forming a service culture which creates customer value.

A small but influential group of mainstream global industry leaders are now reinventing the role of business in society. They are shifting the focus away from minimizing negative impacts to offering new solutions to global problems that the public sector has been unable to tackle alone. In this new competitive environment, societal challenges such as climate change or the alleviation of global poverty are not only risks, but huge business opportunities, not only for niche players, but for mainstream business. These leaders are creating "Sustainable Value". They are creating it through the provision of value to both their shareholders and their stakeholders – an ever-growing list of diverse constituents impacted by the social, environmental, and financial performance of global business. In short, they are doing well by doing good. In this outstanding book, Chris Laszlo defines, illustrates, and shows how business can action 'Sustainable Value' in three profoundly different ways. First, a management fable looks at the experiences of a dynamic business leader as she grapples with the new business realities of managing stakeholder, as well as shareholder pressures. Second, with the real thing – inside stories from some of the largest corporations in the world that are successfully integrating sustainability into their core activities, not only from a sense of moral correctness, but because it makes good business sense. And, finally, with frameworks, tools, and methods that will make sustainable value creation concrete for business practitioners everywhere. This book is a masterful synthesis – part novel and part executive briefing – a refreshing kind of prophetic pragmatism, helping leaders anticipate and see the future in the context of the actual. In Sustainable Value Chris Laszlo speaks with resounding clarity to the living challenges, the real dilemmas, and haunting questions of CEOs everywhere.

This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success. In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field. From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values. In all fourteen award-winning companies -- Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop's Super Markets -- values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relationships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth. Dedicating a chapter to each of these nine drivers, this book is the most far-reaching and insightful vision ever presented of the principles and step-by-step actions that continuously bring success to life in a company. Berry's comprehensive model reveals the soul that underlies the strategies and day-to-day operations of great service companies, guiding the thousands of daily decisions of individual employees. Clear, compelling, pathbreaking, Discovering the Soul of Service is essential reading for managers everywhere.

This book is a printed edition of the Special Issue "Sustainable Business Models" that was published in Sustainability

This book provides a comprehensive exploration into the identification and development of sustainable business models as well as their implementation, management and evaluation. With ever-increasing pressure on organisations to respond to societal change and improve competition through sustainable business model innovation (SBMI), this book aims to contribute to the knowledge of their design and management. The chapters explore the role of partnerships, the Internet of Things and the circular economy, among other factors, in developing SBM and how SBMI is facilitated through ideation and in entrepreneurial settings. Providing new typologies, patterns and a framework to evaluate the level of sustainability of business models, this book critically reviews existing literature on the topic to examine the potential of SBMI in research and in practice. The contributing authors employ a number of case studies and case examples to illustrate the integration of sustainable business models throughout the value chain, and their influence on wider social, environmental and business activities.

"What Mr. Laszlo calls 'Planetary Ethics' or the integration of economic, environmental, social and high ethical objectives into long-term business strategy, is the new price of entry for corporate survival. Those who 'get' this and do it best will enjoy increasing shareholder value. I believe this book carries a critical message for today's corporate executives." -DEBORAH D. ANDERSON, PH.D., FORMER VICE PRESIDENT, ENVIRONMENTAL QUALITY WORLDWIDE, THE PROCTER & GAMBLE COMPANY Corporate governance and sustainability are moving from important peripheral problems to core business concerns, as winning companies discover stakeholders as new sources of value. Yet there are many obstacles to bringing these issues into the mainstream of business. Concepts like sustainable development can be confusing for operating managers, and even those who support the underlying issues find it difficult to frame them in ways that are useful for making business decisions. As a manager you have a responsibility to deliver financial returns to your shareholders: how can you balance this obligation with your responsibilities to society and the environment? The Sustainable Company articulates an innovative approach to meeting this challenge in a language familiar to business. The key is to create value for investors as well as society and the environment in an integrated bottom line. The Sustainable Company provides detailed case studies of leading companies illustrating this new paradigm in practice. The "how-to" section with a tool-kit for managers elevates The Sustainable Company above other recent eco-friendly business books by providing the Eight Disciplines necessary to create value for shareholders and stakeholders. Its engaging, straightforward text tells the reader how to compete and thrive in an increasingly complex world. The Sustainable Company is the solutions manual for the 21st century manager.

This book offers 32 texts and case studies from across a wide range of business sectors around a managerial framework for Sustainable Business. The case studies are developed for and tested in executive education programmes at leading business schools. The book is based on the premise that the key for managing the sustainable business is finding the right balance over time between managing competitiveness and profitability AND managing the context of the business with its political, social and ecological risks and opportunities. In that way, a sustainable business is highly responsive to the demands and challenges from both markets and societies and managers embrace the complexity, ambivalence and uncertainty that goes along with this approach. The book presents a framework that facilitates the adoption of best business practice. This framework leads executives through a systematic approach of strategic analysis and business planning in risk management, issues management, stakeholder management, sustainable business development and strategic differentiation, business model innovation and developing dynamic capabilities. The approach helps broaden the understanding of what sustainable performance means, by protecting business value against sustainability risks and creating business value from sustainability opportunities.

Business Models for Sustainability breaks new ground by combining three important insights. First, achieving sustainability requires socio-technical transitions that entail new technologies, production processes, lifestyles, and consumption patterns. Second, firms play crucial roles in mediating between sustainable production and consumption. Third, radical innovations require organizational innovations and new business models. Peter Wells successfully combines these big picture ideas with rich in-depth case studies drawing on years of accumulated expertise. Highly recommended. Frank W. Geels, University of Manchester, UK and Chairman of the Sustainability Transitions Research Network With increasing awareness that innovative technology alone is insufficient to make sustainable lifestyles a reality, this book brings into sharp focus the need to create radical new business models. This insightful book provides a theoretically grounded but also realistic account of how the design of business models can be a critical component in the overall transition to sustainability, and one that transcends the usual focus on innovative technology. Weaving together key principles and components for business sustainability, the book highlights five very different pathways to the future for sectors ranging from microbreweries and printing through to clothing, mobility and plastics. Business has only just started the first few tentative steps towards a very different approach to creating and sustaining value, but this book concludes that enormous opportunities will emerge alongside new ways of creating and capturing value. Academics and postgraduate students in the fields of sustainable business, business organisations and industrial ecology will find this book brings a greater understanding of business strategy and structure to the discipline. While traditionally referenced and structured, this academic book is accessibly written with key principles that may also appeal to the consultant community.

In the increasingly competitive corporate sector, businesses must examine their current practices to ensure business success. By examining their social, financial, and environmental risks, obligations, and opportunities, businesses can re-design their operations more effectively to ensure prosperity. Sustainable Business: Concepts, Methodologies, Tools, and Applications is a vital reference source that explores the best practices that promote business sustainability, including examining how economic, social, and environmental aspects are related to each other in the company’s management and performance. Highlighting a range of topics such as lean manufacturing, sustainable business model innovation, and ethical consumerism, this multi-volume book is ideally designed for entrepreneurs, business executives, business professionals, managers, and academics seeking current research on sustainable business practices.

The second edition of Sustainable Business prepares future business leaders to tackle the most crucial social and environmental issues of our time. This engaging textbook provides students with a comprehensive, balanced introduction to integrating sustainable business policies into all core business functions and processes. The text employs a qualitative-based learning process to help students understand how leadership, finance, accounting, risk management, marketing, supply chain management, and operations can be adapted to meet the sustainability goals of the 21st century. Looking at sustainable business from the managerial viewpoint, the fully-updated new edition explains how and why business is evolving due to increased consumer and regulatory pressure for sustainable performance. Business topics are first introduced in the same manner as traditional MBA programs, and then examined through the lens of sustainably. The text incorporates real-life examples of social and environmental leadership to demonstrate the efficacy of good sustainable business decisions, and illustrates the negative ramifications of outdated, purely economic-driven managerial decision-making. Influential concepts based on interdisciplinary research in sustainability are discussed in detail, and practical insights address how to turn policy into practice in the workplace.