Service Management: Strategy and Leadership in Service Business: Strategy and Leadership in the Service Business

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9780471494393: Service Management: Strategy and Leadership in Service Business: Strategy and Leadership in the Service Business
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Book by Normann Richard

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Reseña del editor:

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.

Biografía del autor:

Richard Normann is Group Chairman of SMG. He received his PhD from the University of Lund where he held a temporary professorship in parallel with his work as a consultant. He was President of SIAR (Scandinavian Institute for Administration Research) before founding SMG, The Service Management Group in 1980. He lives in Paris.

Richard Normann works as a management consultant on corporate and strategic business development mainly in Europe and the United States. Recently Richard Normann has also worked on national competitiveness at the country and regional level.

Through his consultancy work he has been involved in major consulting assignments in the USA, Japan, Australia, the Arab world and Europe, as well as acting as a researcher to the Harvard Business School.

In 1983 Richard Normann published the world's first book presenting an integrated framework on the management of service producing companies.

SMG reflects Dr Normann's interests in strategic change and business development in service and knowledge oriented organizations.

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Richard Normann
Publicado por John Wiley and Sons Ltd, United Kingdom (2001)
ISBN 10: 0471494399 ISBN 13: 9780471494393
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Descripción John Wiley and Sons Ltd, United Kingdom, 2001. Paperback. Condición: New. 3rd Revised edition. Language: English . Brand New Book. In the world of industry and management producing a intangible productsa 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. Nº de ref. del artículo: AAH9780471494393

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Descripción John Wiley and Sons Ltd, United Kingdom, 2001. Paperback. Condición: New. 3rd Revised edition. Language: English . Brand New Book. In the world of industry and management producing a intangible productsa 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. Nº de ref. del artículo: AAH9780471494393

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Normann, Richard A.
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Descripción 2000. Paperback. Condición: NEW. 9780471494393 This listing is a new book, a title currently in-print which we order directly and immediately from the publisher. For all enquiries, please contact Herb Tandree Philosophy Books directly - customer service is our primary goal. Nº de ref. del artículo: HTANDREE0753612

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