Service management: strategy and leadership in service business
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Chichester [u.a.]
Wiley
2002
|
| Edition: | 3. ed., repr. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XIX, 234 S. Ill., graph. Darst. |
| ISBN: | 0471494399 |
Staff View
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Record in the Search Index
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| adam_text | 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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| discipline | Wirtschaftswissenschaften |
| edition | 3. ed., repr. |
| format | Book |
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| id | DE-604.BV017703300 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T19:20:57Z |
| institution | BVB |
| isbn | 0471494399 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-010642551 |
| oclc_num | 635120201 |
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| physical | XIX, 234 S. Ill., graph. Darst. |
| publishDate | 2002 |
| publishDateSearch | 2002 |
| publishDateSort | 2002 |
| publisher | Wiley |
| record_format | marc |
| spelling | Normann, Richard Verfasser aut Service management strategy and leadership in service business Richard Normann 3. ed., repr. Chichester [u.a.] Wiley 2002 XIX, 234 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 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=010642551&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Normann, Richard Service management strategy and leadership in service business Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4012181-1 |
| 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 | Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Management Dienstleistungsbetrieb |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010642551&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT normannrichard servicemanagementstrategyandleadershipinservicebusiness |