Description

Book Synopsis
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.

Table of Contents
About 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

Service Management 3e Strategy and Leadership in

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    A Paperback / softback by Richard Normann

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      Publisher: John Wiley & Sons Inc
      Publication Date: 13/10/2000
      ISBN13: 9780471494393, 978-0471494393
      ISBN10: 0471494399
      Also in:
      Hospitality and service industries

      Description

      Book Synopsis
      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.

      Table of Contents
      About 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

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