Service Management: Strategy and Leadership in Service Business

Examines the special characteristics that make services & the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, & culture. Growth strategies & the nature of innovation are analyzed & amply illustrated. The role & principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image & culture as management instruments, effective & persuasive communications, & ''high social technology'' are also explored.Normann, Richard is the author of 'Service Management: Strategy and Leadership in Service Business' with ISBN 9780471904038 and ISBN 0471904031.