Service management: strategy and leadership in service businesses / Richard Normann

By:

Normann, Richard

Language: English Publication details: John Wiley & Sons, 2007. New York:Edition: 3rd edDescription: xix, 234 pISBN:

9780471494393

Subject(s):

DDC classification:

658.4012 NOR-S

Contents:

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.

Summary: 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.

Tags from this library: No tags from this library for this title. Log in to add tags.

Average rating: 0.0 (0 votes)

Holdings
Item type	Current library	Collection	Call number	Status	Notes	Date due	Barcode	Item holds
Text/Reserve Book	Library, SPAB H-1	Non Fiction	658.4012 NOR-S (Browse shelf(Opens below))	Available	Rec. by Sukanta Majumdar		010785

Total holds: 0

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.

There are no comments on this title.

to post a comment.

Click on an image to view it in the image viewer