Service management : strategy and leadership in service business / Richard Normann.
By: Normann, Richard [author]
.
Material type: 
BookPublisher: Chichester : Wiley, 1991Copyright date: ©1991Edition: Second edition.Description: xv, 185 pages : illustrations ; 26 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 0471928852 (hardback); 9780471928850 (hardback).Subject(s): Service industries -- ManagementDDC classification: 338.4 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| General Lending | MTU Bishopstown Library Lending | 338.4 (Browse shelf(Opens below)) | 1 | Available | 00017980 |
Enhanced descriptions from Syndetics:
Examines the special characteristics that make services and 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, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.
Includes bibliographical references (pages 177-179) and index.
The myth and reality of service society -- Forging the new profit equation -- Service management systems -- 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 -- Creating, reproducing and refining business ideas -- The art and science of pricing -- Diversification and internationalization -- Quality, productivity and strategy -- Diagnosis: positive circles and vicious circles -- Culture and dominating ideas as management tools -- Change and leadership.