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Service Management : Strategy and Leadership in Service Business by Richard Normann (1984, Hardcover)

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About this product

Product Identifiers

PublisherWiley & Sons, Incorporated, John

ISBN-100471904031

ISBN-139780471904038

eBay Product ID (ePID)4980905

Product Key Features

TopicIndustries / Service, Industrial Management

Book TitleService Management : Strategy and Leadership in Service Business

Publication Year1984

Number of Pages156 Pages

LanguageEnglish

IllustratorYes

GenreBusiness & Economics

AuthorRichard Normann

FormatHardcover

Dimensions

Item Weight14.4 Oz

Additional Product Features

LCCN84-003711

Dewey Edition21

Dewey Decimal658

Table Of ContentServices in Society and in the World of Management.Service Management Systems.The Service Concept.The Personnel Idea.Getting People to Grow.The Client as Market and Co-Producer.Physical Setting and Technical Tools.Image.Creating, Reproducing and Refining Business Ideas.Diversification and Internationalisation.Quality, Productivity and Strategy.Diagnosis: Good Circles and Vicious Circles.Culture and Philosophy as a Management Tool.Change and Leadership.Index.

SynopsisExamines the special characteristics that make services & the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, & culture. Growth strategies & the nature of innovation are analyzed & amply illustrated. The role & principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image & culture as management instruments, effective & persuasive communications, & ''high social technology'' are also explored.

LC Classification NumberHD9980.5.N67 1984