Service Management (häftad)
Häftad (Paperback / softback)
Antal sidor
3rd Edition
John Wiley & Sons Inc
line drawings tables index
line drawings, tables, index
153 x 228 x 20 mm
420 g
Antal komponenter
2:B&W 6 x 9 in or 229 x 152 mm Perfect Bound on Creme w/Gloss Lam
Qbab,Qblbe,Qble,HC 140
Service Management (häftad)

Service Management

Strategy and Leadership in Service Business

Häftad Engelska, 2000-10-01
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In the world of industry and management producing a intangible productsa poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations This classic book, as relevant as ever and updated, provides a set of ideas which has proved its power and validity beyond the fads of the moment, over an extended period of time. A book that is at the same time very holistic and conceptual, and yet both easy to grasp and to translate into practical action. It also evokes an alternative perspective on services, namely that of refocusing attention from the production and the product to the value creation process of customers. With these perspectivess every company todays needs to see itself as a service company. The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation --but above all it emphasizes the special role played by good leadership. In particular, this edition looks at the role of technology in services as well as -- more generally --the role of services in society. Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.
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Fler böcker av Richard Normann

Övrig information

Richard Normann, SMG France.


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.