Service Management: Strategy and Leadership in Service Business

Name: Service Management: Strategy and Leadership in Service Business
Brand: Wiley
SKU: 9780471494393
Price: 4472.0 INR
Availability: InStock

by Richard Normann

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ISBN13: 9780471494393
Binding: Paperback
Subject: N/A
Publisher: Wiley
Publisher Imprint: Wiley
Publication Date: January 17, 2001
Pages: 256
Original Price: GBP 40.0
Language: English
Edition: N/A
Item Weight: 409 grams
BISAC Subject(s): Management

About The Book

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.

About The Author

Richard Normann, SMG France.

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