Service management: strategy and leadership in service business
Richard Normann

Informasi Umum

Kode

5.109

Klasifikasi

338.4 - Secondary industries and services, Products of secondary industries

Jenis

Buku - Circulation (Dapat Dipinjam)

Subjek

Service Management, 0

No. Rak

8a

Dilihat

2 kali

Informasi Lainnya

Abstraksi

In the world of industry and management producing ‘intangible products’ proses unique challenges. This book provides a comprehensive framework on these unique management issue and looks into the special characteristics of service 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 service, namely that of refocusing attention from the producyion 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 analysies 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 pratical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.

Koleksi & Sirkulasi

Tersedia 1 dari total 1 Koleksi

Pengarang

Nama	Richard Normann
Jenis	Perorangan
Penyunting
Penerjemah

Penerbit

Nama	Joh Wiley
Kota	New Yor
Tahun	1963

Sirkulasi

Harga sewa	IDR 0,00
Denda harian	IDR 1.000,00
Jenis	Sirkulasi

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