Service Management

The Myth and Reality of Service Society. Forging the New Profit Equation. Service Management Systems. 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. Creating, Reproducing and Refining Business Ideas. The Art and Science of Pricing. Diversification and Internationalization. Quality, Productivity and Strategy. Diagnosis: Positive Circles and Vicious Circles. Culture and Dominating Ideas as Management Tools. Change and Leadership. References. Index.Normann, Richard is the author of 'Service Management' with ISBN 9780471928850 and ISBN 0471928852.