Download or read book The Paradox of Excellence written by David Mosby and published by Jossey-Bass. This book was released on 2005-08-17 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: All too often, customers take performance--particularly excellent performance--for granted, creating expectations that are difficult to live up to for businesses. The authors provide an entertaining and practical model for building and maintaining high customer loyalty and brand value.