000			01639 a2200265 4500
003			OSt
005			20191029140332.0
008			180823b xxu||||| |||| 00| 0 eng d
020			_a9780471494393 _qpbk.
040			_cSPAB
041			_aeng
082			_a658.4012 _bNOR-S
100			_aNormann, Richard _913844
245			_aService management: _bstrategy and leadership in service businesses / _cRichard Normann
250			_a3rd ed.
260			_bJohn Wiley & Sons, _c2007. _aNew York:
300			_axix, 234 p.
505			_a Myth and reality of service society -- New economic equation -- Service management systems -- Dynamic diagnosis, virtuous circles and vicious circles -- Service concept -- Why strategic human resource development? -- Getting people to grow -- Client as customer, the client as coproducer -- Technology, tools and setting -- Image -- 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.
520			_aIn the world of industry and management, the service industry is unique. This book provides a comprehensive framework in which to discuss the unique management issues of the service industry, and looks into the special characteristics of services and the conditions necessary for success in the management of service organizations.
650			_aDES _913845
650			_aService industries _x Management. _918738
690			_aService industries-Management. _913846
690			_aStrategic planning. _913847
942			_2ddc _cTXT
999			_c9493 _d9493