Service Management: Strategy and Leadership in Service Business

by Richard Normann

Book Overview

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...

• Format: Hardcover
• Language: English
• ISBN: 0471928852
• ISBN13: 9780471928850
• Release Date: April 1991
• Publisher: Wiley
• Length: 202 Pages
• Weight: 1.12 lbs.
• Dimensions: 0.7" x 6.9" x 9.9"