Service Management Strategy and Leadership in Service Business
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Edition: 3rd 2001 (Revised)
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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.
Copyright year: 2001
Publisher: John Wiley & Sons, Incorporated
Publication date: 1/17/2001
Size: 5.75" wide x 8.75" long x 0.75" tall
|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|
|The Art and Science of Pricing|
|Creating, Reproducing and Refining Business Ideas|
|Diversification and Internationalization|
|Culture and Dominating Ideas as Management Tools|
|Change and Leadership|