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Service Management: Strategy and Leadership in the Service Business By Richard Normann

Service Management: Strategy and Leadership in the Service Business
by Richard Normann

Intended for high-level executives in organizations whose "products" have a high immaterial content, such as service, image or know-how, this work aims to be a comprehensive discussion of the management of service businesses, based on several years' research and consultation.
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Service Management: Strategy and Leadership in the Service Business Summary


In the world of industry and management the service industry is unique. This book provides the first comprehensive framework on these unique management issues and looks into the special characteristics of services and the conditions necessary for successful service management. The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation, in particular the nature of social innovation, but above all it emphasizes the special role played by good leadership. A provocative and pragmatic book which, by using new concepts, focuses on the human resources, both within and outside the organization, and helps show the way to service excellence. The previous edition of this book was published in 1984.

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Additional information

Sku
GOR000973919
Title
Service Management: Strategy and Leadership in the Service Business
Author
Richard Normann
Condition
Very Good
Binding type
Hardback
Publisher
John Wiley and Sons Ltd
Year published
1991-03-27
Number of pages
202
ISBN 10
0471928852
ISBN 13
9780471928850
Prizes
N/A
Cover note
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
Note
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us.