Service Management (3rd Ed.) Strategy and Leadership in Service Business
Langue : Anglais
Auteur : Normann Richard
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.
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 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
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
Richard Normann, SMG France.
Date de parution : 01-2001
Ouvrage de 256 p.
15.4x23 cm
Thème de Service Management :
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