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Service Management Strategy and Leadership in Service Business

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ISBN-10: 0471494399

ISBN-13: 9780471494393

Edition: 3rd 2001 (Revised)

Authors: Richard A. Normann

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The production of intangible products poses unique challenges to the world of management. This text provides a comprehensive framework on these issues, and looks into the characteristics and conditions necessary for success.
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Book details

Edition: 3rd
Copyright year: 2001
Publisher: John Wiley & Sons, Incorporated
Publication date: 1/17/2001
Binding: Paperback
Pages: 256
Size: 5.75" wide x 8.75" long x 0.75" tall
Weight: 0.880

The Myth and Reality of a Service Society
The New Economic Equation
Service Management Systems
Dynamic Diagnosis: Virtuous Circles and Vicious Circles
The Service Concept
Why Strategic Human Resource Development?
Getting People to Grow
The Client as Customer-the Client as Coproducer
Technology, Tools and Setting
Image
The Art and Science of Pricing
Creating, Reproducing and Refining Business Ideas
Diversification and Internationalization
Quality
Culture and Dominating Ideas as Management Tools
Change and Leadership
References
Index