Service management:
Normann, Richard
Service management: strategy and leadership in service businesses / Richard Normann - 3rd ed. - New York: John Wiley & Sons, 2007. - xix, 234 p.
Myth and reality of service society --
New economic equation --
Service management systems --
Dynamic diagnosis, virtuous circles and vicious circles --
Service concept --
Why strategic human resource development? --
Getting people to grow --
Client as customer, the client as coproducer --
Technology, tools and setting --
Image --
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.
In the world of industry and management, the service industry is unique. This book provides a comprehensive framework in which to discuss the unique management issues of the service industry, and looks into the special characteristics of services and the conditions necessary for success in the management of service organizations.
9780471494393
DES
Service industries -- Management.
658.4012 / NOR-S
Service management: strategy and leadership in service businesses / Richard Normann - 3rd ed. - New York: John Wiley & Sons, 2007. - xix, 234 p.
Myth and reality of service society --
New economic equation --
Service management systems --
Dynamic diagnosis, virtuous circles and vicious circles --
Service concept --
Why strategic human resource development? --
Getting people to grow --
Client as customer, the client as coproducer --
Technology, tools and setting --
Image --
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.
In the world of industry and management, the service industry is unique. This book provides a comprehensive framework in which to discuss the unique management issues of the service industry, and looks into the special characteristics of services and the conditions necessary for success in the management of service organizations.
9780471494393
DES
Service industries -- Management.
658.4012 / NOR-S