Service Management

Released on by Richard Normann
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  • Service Management Book Detail

  • Author : Richard Normann
  • Release Date : 1991-05-03
  • Publisher :
  • Genre : Business & Economics
  • Pages : 216
  • ISBN 13 :
  • File Size : 78,78 MB
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Service Management by Richard Normann PDF Summary

Book Description: Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.

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