Service Management: Strategy and Leadership in Service Business

ISBN-13: 9780471494393 / Angielski / Miękka / 2001 / 256 str.

Normann

Opis

In the world of industry and management the service industry is unique. This book provides a framework on these unique management issues and looks into the special characteristics of services and the conditions necessary for successful service management. The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation, in particular the nature of social innovation, but above all it emphasizes the special role played by good leadership. A provocative and pragmatic book which, by using new concepts, focuses on the human resources, both within and outside the organization, and helps show the way to service excellence.

Spis treści

The Myth and Reality of a Service Society.

The New Economic Equation.

Service Management Systems.

Dynamic Diagnosis: Virtuous Circles and Vicious Circles.

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.

The Art and Science of Pricing.

Creating, Reproducing and Refining Business Ideas.

Diversification and Internationalization.

Quality.

Culture and Dominating Ideas as Management Tools.

Change and Leadership.

References.

Index.

Blurb

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.