Service Management: Strategy and Leadership in Service Business

by Richard Normann

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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"

Related Subjects

Business Business & Finance Business & Investing Economics Industries & Professions Management Management & Leadership Popular Economics Service

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Service Management: Strategy and Leadership in Service Business

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