Service Management Strategy and Leadership in Service Business

Name: Service Management Strategy and Leadership in Service Business
Price: 14.99 USD
Availability: InStock
ISBN: 9780471494393

ISBN-10: 0471494399

ISBN-13: 9780471494393

Edition: 3rd 2000 (Revised)

Authors: Richard Normann

List price: $84.00

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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.

Book details

List price: $84.00
Edition: 3rd
Copyright year: 2000
Publisher: John Wiley & Sons, Incorporated
Publication date: 1/17/2001
Binding: Paperback
Pages: 256
Size: 6.04" wide x 9.06" long x 0.73" tall
Weight: 0.946



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