Service Management (BOK)

Normann

599,00 59900
Sendes vanligvis innen 5-15 dager
In the world of industry and management producing a intangible productsa 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 perspectivess every company todays 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.

Produktfakta

Språk Engelsk Engelsk Innbinding Heftet
Utgitt 2000 Forfatter Normann
Forlag
Wiley
ISBN 9780471494393
Antall sider 254 Dimensjoner 15,4cm x 23cm x 1,6cm
Vekt 407 gram Leverandør Bertram Trading Ltd
Emner og form Service industries

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