Service Management : Strategy and Leadership in Service Business, 3rd Edition

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9780471494393: Service Management : Strategy and Leadership in Service Business, 3rd Edition

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.

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1.

Richard Normann
Editorial: John Wiley and Sons Ltd, United Kingdom (2001)
ISBN 10: 0471494399 ISBN 13: 9780471494393
Nuevos Paperback Cantidad: 10
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The Book Depository
(London, Reino Unido)
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Descripción John Wiley and Sons Ltd, United Kingdom, 2001. Paperback. Estado de conservación: 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. de la librería AAH9780471494393

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Normann, Richard
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Descripción John Wiley and#38; Sons, 2000. PAP. Estado de conservación: New. New Book. Shipped from UK in 4 to 14 days. Established seller since 2000. Nº de ref. de la librería FW-9780471494393

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Descripción Wiley 2000-10-13, Chichester, 2000. paperback. Estado de conservación: New. Nº de ref. de la librería 9780471494393

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Richard Normann
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Descripción John Wiley and Sons Ltd, United Kingdom, 2001. Paperback. Estado de conservación: 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. de la librería AAH9780471494393

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Descripción John Wiley & Sons. Paperback. Estado de conservación: New. New copy - Usually dispatched within 2 working days. Nº de ref. de la librería B9780471494393

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Normann, Richard A.
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Descripción John Wiley & Sons, 2016. Paperback. Estado de conservación: New. PRINT ON DEMAND Book; New; Publication Year 2016; Not Signed; Fast Shipping from the UK. No. book. Nº de ref. de la librería ria9780471494393_lsuk

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Richard Normann
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Descripción John Wiley and#38; Sons, 2000. PAP. Estado de conservación: New. New Book. Delivered from our UK warehouse in 3 to 5 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Nº de ref. de la librería LQ-9780471494393

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Descripción Wiley, 2001. Paperback. Estado de conservación: New. book. Nº de ref. de la librería M0471494399

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