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Service Management : Strategy and Leadership in Service Business by Richard Normann (2001, Trade Paperback)
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About this product
Product Identifiers
PublisherWiley & Sons, Incorporated, John
ISBN-100471494399
ISBN-139780471494393
eBay Product ID (ePID)1802032
Product Key Features
Number of Pages256 Pages
LanguageEnglish
Publication NameService Management : Strategy and Leadership in Service Business
Publication Year2001
SubjectIndustries / Service, Management
FeaturesRevised
TypeTextbook
AuthorRichard Normann
Subject AreaBusiness & Economics
FormatTrade Paperback
Dimensions
Item Height0.7 in
Item Weight15 Oz
Item Length9.1 in
Item Width6 in
Additional Product Features
Edition Number3
Intended AudienceScholarly & Professional
LCCN2001-268260
Dewey Edition21
IllustratedYes
Dewey Decimal658
Edition DescriptionRevised edition
Table Of ContentAbout the Author ix Acknowledgements to the second edition xi Preface to the second edition xv Preface to the third edition xvii 1. The Myth and Reality of a Service Society 1 2. The New Economic Equation 24 3. Service Management Systems 46 4. Dynamic Diagnosis: Virtuous Circles and Vicious Circles 61 5. The Service Concept 75 6. Why Strategic Human Resource Development? 89 7. Getting People to Grow 106 8. The Client as Customer-the Client as Coproducer 115 9. Technology, Tools and Setting 135 10. Image 149 11. The Art and Science of Pricing 161 12. Creating, Reproducing and Refining Business Ideas 169 13. Diversification and Internationalization 181 14. Quality 197 15. Culture and Dominating Ideas as Management Tools 214 16. Change and Leadership 221 References 229 Index 231
SynopsisIn the world of industry and management producing intangible products 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., Die Produktion 'immaterieller Produkte' stellt das Management vor eine gro e Herausforderung. Diese aktualisierte und berarbeitete 3. Auflage diskutiert die besondere Thematik des Dienstleistungsmanagements detailliert und umfassend. Dabei wird von einer alternativen Sichtweise ausgegangen, die eine Interessenverlagerung von der Produktion und dem Produkt hin zum Wertsch pfungsproze durch den Kunden beinhaltet. Ausschlaggebend f r erfolgreiches Service Management sind ein rationalisiertes Managementsystem und eine gute Unternehmensf hrung. Diese 3. Auflage untersucht inbesondere noch die Bedeutung der Technologie f r den Dienstleistsbereich sowie die allgemeine Bedeutung von Dienstleistungen in der Gesellschaft. Ein verst ndlich geschriebener Leitfaden: Er vermittelt praxisnahes Wissen, das leicht umgesetzt werden kann., 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., In the world of industry and management producing 'intangible products' 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.
LC Classification NumberHD9980.5.N67 2000
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