Service Management : Strategy and Leadership in Service Business, 3rd EditionISBN: 978-0-471-49439-3
Paperback
256 pages
January 2001
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The Myth and Reality of a Service Society.
The New Economic Equation.
Service Management Systems.
Dynamic Diagnosis: Virtuous Circles and Vicious Circles.
The Service Concept.
Why Strategic Human Resource Development?
Getting People to Grow.
The Client as Customer-the Client as Coproducer.
Technology, Tools and Setting.
Image.
The 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.
References.
Index.
The New Economic Equation.
Service Management Systems.
Dynamic Diagnosis: Virtuous Circles and Vicious Circles.
The Service Concept.
Why Strategic Human Resource Development?
Getting People to Grow.
The Client as Customer-the Client as Coproducer.
Technology, Tools and Setting.
Image.
The 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.
References.
Index.
