Service Management

Strategy and leadership in the service business

Richard Normann

235 pages, parution le 01/10/2000

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Résumé

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 perspectives every company today 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.

Contents

The myth and reality of a service society
The new economic equation
Service management systems
Dynamic diagnosis: virtuous circkes and vicious circles
The service concept
Why strategic human resource development?
Getting people to grow
The client customer-the client asc coproducer
Technology, tools an setting
Image
The art and science of pricing
Creating, reproducing and refining business ideas
Diversification and internationalzation
Quality
Culture and dominating ideas as management tools
Change and leadership

L'auteur - Richard Normann

Richard Normann, ne en Finlande et naturalise Suedois, vit en France depuis 1977. Il a fonde en 1980 le cabinet de conseil SMG (Services Management Group), simultanement a Paris, a Stockholm, a Helsinki et a Boston. Il enseigne egalement a la Copenhagen Business School et au Helsinki Institute of Technology. Plusieurs de ses livres font reference, dont Gerer pour croitre et Le Management des services.

Caractéristiques techniques

	PAPIER
Éditeur(s)	Wiley
Auteur(s)	Richard Normann
Parution	01/10/2000
Nb. de pages	235
Format	15,2 x 22,8
Couverture	Broché
Poids	412g
Intérieur	Noir et Blanc
EAN13	9780471494393