Service Management by Richard Normann

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Service Management by Richard Normann

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Summary

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 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.

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SKU Unavailable
ISBN 13 9780471928850
ISBN 10 0471928852
Title Service Management
Author Richard Normann
Condition Unavailable
Binding Type Hardback
Publisher John Wiley and Sons Ltd
Year published 1991-03-27
Number of pages 202
Cover note Book picture is for illustrative purposes only, actual binding, cover or edition may vary.