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Service Management By Richard Normann

Service Management by Richard Normann

Condition - Like New
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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.

Service Management Summary

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

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.

Table of Contents

The Myth and Reality of Service Society; Forging the New Profit Equation; Service Management Systems; The Service Concept; Why Strategic Human Resource Development? Getting People to Grow; The Client as Customer - The Client as Co-Producer; Technology, Tools and Setting; Image; Creating, Reproducing and Refining Business Ideas; The Art and Science of Pricing; Diversification and Internationalization; Quality, Productivity and Strategy; Diagnosis: Positive Circles and Vicious Circles; Culture and Dominating Ideas as Management Tools; Change and Leadership.

Additional information

Service Management: Strategy and Leadership in the Service Business by Richard Normann
Used - Like New
John Wiley and Sons Ltd
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
The book has been read, but looks new. The book cover has no visible wear, and the dust jacket is included if applicable. No missing or damaged pages, no tears, possible very minimal creasing, no underlining or highlighting of text, and no writing in the margins

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