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.