Service Management
-15%
portes grátis
Service Management
Strategy and Leadership in Service Business
Normann, Richard
John Wiley & Sons Inc
10/2000
256
Mole
Inglês
9780471494393
15 a 20 dias
370
Descrição não disponível.
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
2. The New Economic Equation 24
3. Service Management Systems 46
4. Dynamic Diagnosis: Virtuous Circles and Vicious Circles 61
5. The Service Concept 75
6. Why Strategic Human Resource Development? 89
7. Getting People to Grow 106
8. The Client as Customer-the Client as Coproducer 115
9. Technology, Tools and Setting 135
10. Image 149
11. The Art and Science of Pricing 161
12. Creating, Reproducing and Refining Business Ideas 169
13. Diversification and Internationalization 181
14. Quality 197
15. Culture and Dominating Ideas as Management Tools 214
16. Change and Leadership 221
References 229
Index 231
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
2. The New Economic Equation 24
3. Service Management Systems 46
4. Dynamic Diagnosis: Virtuous Circles and Vicious Circles 61
5. The Service Concept 75
6. Why Strategic Human Resource Development? 89
7. Getting People to Grow 106
8. The Client as Customer-the Client as Coproducer 115
9. Technology, Tools and Setting 135
10. Image 149
11. The Art and Science of Pricing 161
12. Creating, Reproducing and Refining Business Ideas 169
13. Diversification and Internationalization 181
14. Quality 197
15. Culture and Dominating Ideas as Management Tools 214
16. Change and Leadership 221
References 229
Index 231
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intangible; poses; products; industry; world; challenges; unique; characteristics; special; framework; book; relevant; ideas; fads; power; moment; period; time; extended; holistic; action; practical; alternative perspective; creation
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
2. The New Economic Equation 24
3. Service Management Systems 46
4. Dynamic Diagnosis: Virtuous Circles and Vicious Circles 61
5. The Service Concept 75
6. Why Strategic Human Resource Development? 89
7. Getting People to Grow 106
8. The Client as Customer-the Client as Coproducer 115
9. Technology, Tools and Setting 135
10. Image 149
11. The Art and Science of Pricing 161
12. Creating, Reproducing and Refining Business Ideas 169
13. Diversification and Internationalization 181
14. Quality 197
15. Culture and Dominating Ideas as Management Tools 214
16. Change and Leadership 221
References 229
Index 231
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
2. The New Economic Equation 24
3. Service Management Systems 46
4. Dynamic Diagnosis: Virtuous Circles and Vicious Circles 61
5. The Service Concept 75
6. Why Strategic Human Resource Development? 89
7. Getting People to Grow 106
8. The Client as Customer-the Client as Coproducer 115
9. Technology, Tools and Setting 135
10. Image 149
11. The Art and Science of Pricing 161
12. Creating, Reproducing and Refining Business Ideas 169
13. Diversification and Internationalization 181
14. Quality 197
15. Culture and Dominating Ideas as Management Tools 214
16. Change and Leadership 221
References 229
Index 231
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
