Service management: strategy and leadership in service business
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Chichester [u.a.]
Wiley
2000
|
| Edition: | 3. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XIX, 234 S. graph. Darst. |
| ISBN: | 0471494399 |
Staff View
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Record in the Search Index
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|---|---|
| adam_text | Titel: Service management
Autor: Normann, Richard
Jahr: 2000
Contents
About the Author ix
Acknowledgements to the second edition xi
Preface to the second edition xv
Preface to the third edition xvii
1 The myth and reality of a service society 1
Are we moving towards a service society?-An
interpretation of the macro trends-New ideas
about manufacturing companies-The
industrialization of services-The positioning of
this book-The status problem of the service
industries-Internationalization-Is the
management of services different from
manufacturing management?-The moment of
truth-Personality intensity
2 The new economic equation 24
The substance of innovation-The driving forces
for innovation-Results come from customer
relationships-The knowledge explosion-
Service loading-Relationing-Broadening-
Unbundling and re-bundling-Enabling and
relieving
3 Service management systems 46
Introduction-Product, production and
production system-Service systems as innovative
vi Contents
linkages between human capacities-Client
management and client participation-
Management, structure and culture-Effective
service systems are reproducible-Service
management systems
4 Dynamic diagnosis: virtuous circles and vicious circles 61
Mechanisms behind the circles-The ecology of
microcircles and macrocircles-The moment of
truth: the microcircle-The macrocircle-The
internal service circle-Relationships between
three levels-Circle or spiral-A comment on
concepts
5 The service concept 75
The service package: core and peripherals-The
composition of the package-Four important
ingredients of a service package-The service
concept and the service delivery system
6 Why strategic human resource development? 89
The personnel idea: the key to the service delivery
system-Definition of the idea-Blocked social
mobility-Blocked professional career ladders-
The energy of a life-stage transition-People who
have fallen between two stools -Complements
to basic careers-Emancipation from unrewarding
environments-Ideas of temporary personnel: a
common phenomenon-Business problems solved
by focused ideas of personnel-Personnel ideas
may need to change-The personnel idea as a
tool for business improvement-The moral
dilemma
7 Getting people to grow 106
Training-The goals of training-Tailored
training programs-Follow-up and
reinforcement-Job design and role design-
Career design-Personnel: summary
Contents vii
8 The client as customer-the client as coproducer 115
Client participation in service operations-
Relieving logics and enabling logics-Making the
client productive-Creating customers-Market
segmentation-Individualising services
9 Technology, tools and setting 135
The power of information technology-Cost
rationalization-More effective quality control-
Making higher quality possible-Closer link-up
with the customer-Technology and design as a
factor affecting behaviour-The Internet and the
future-Introducing new technology
10 Image 149
Image as a management tool-What makes the
image?-Functions and target groups-Internal
marketing
11 The art and science of pricing 161
Why is pricing difficult?-The philosophy behind
pricing as a management tool-Typical elements
in pricing strategies-Pricing strategy and pricing
tactics
12 Creating, reproducing and refining business ideas 169
The business lifecycle-Reproduction-
Redefinition and continuous development
13 Diversification and internationalization 181
The delicate balance of the service management
system-Some diversification strategies-
Internationalization of services in a macro
perspective
14 Quality 197
Two basic philosophies-A systems view-
Starting from the moment of truth-Designing
quality into the service management system-
Quality, cost and profitability-Common reasons
viii Contents
for failure in quality management-Some points
to consider in setting up a quality program
15 Culture and dominating ideas as management tools 214
The origins and functions of culture- New
culture companies
16 Change and leadership 221
Diagnosis and overall intervention strategy-
Boosting efficiency and the quality of operations
(the industrial model )-Culture shock and
lift -Development of the service management
system: a structural approach-Strategic growth-
Leaders and leadership styles-Transforming the
vicious circle into a virtuous one: the role of
management
References 229
Index 231
|
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| edition | 3. ed. |
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| illustrated | Illustrated |
| indexdate | 2024-07-09T18:46:51Z |
| institution | BVB |
| isbn | 0471494399 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-009213239 |
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| physical | XIX, 234 S. graph. Darst. |
| publishDate | 2000 |
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| publisher | Wiley |
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| spelling | Normann, Richard Verfasser aut Service management strategy and leadership in service business Richard Normann 3. ed. Chichester [u.a.] Wiley 2000 XIX, 234 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009213239&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Normann, Richard Service management strategy and leadership in service business Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4037278-9 |
| title | Service management strategy and leadership in service business |
| title_auth | Service management strategy and leadership in service business |
| title_exact_search | Service management strategy and leadership in service business |
| title_full | Service management strategy and leadership in service business Richard Normann |
| title_fullStr | Service management strategy and leadership in service business Richard Normann |
| title_full_unstemmed | Service management strategy and leadership in service business Richard Normann |
| title_short | Service management |
| title_sort | service management strategy and leadership in service business |
| title_sub | strategy and leadership in service business |
| topic | Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Dienstleistungsbetrieb Management |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009213239&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT normannrichard servicemanagementstrategyandleadershipinservicebusiness |