{"product_id":"service-management-isbn-9780471494393","title":"Service Management","description":"In the world of industry and management producing 'intangible products' poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations\u003cbr\u003e \u003cbr\u003e This classic book, as relevant as ever and updated, provides a set of ideas which has proved its power and validity beyond the fads of the moment, over an extended period of time. A book that is at the same time very holistic and conceptual, and yet both easy to grasp and to translate into practical action.\u003cbr\u003e \u003cbr\u003e It also evokes an alternative perspective on services, namely that of refocusing attention from the production and the product to the value creation process of customers. With these perspectivess every company todays needs to see itself as a service company.\u003cbr\u003e \u003cbr\u003e The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation -but above all it emphasizes the special role played by good leadership. In particular, this edition looks at the role of technology in services as well as - more generally -the role of services in society.\u003cbr\u003e \u003cbr\u003e Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.Die Produktion 'immaterieller Produkte' stellt das Management vor eine große Herausforderung. Diese aktualisierte und überarbeitete 3. Auflage diskutiert die besondere Thematik des Dienstleistungsmanagements detailliert und umfassend. Dabei wird von einer alternativen Sichtweise ausgegangen, die eine Interessenverlagerung von der Produktion und dem Produkt hin zum Wertschöpfungsprozeß durch den Kunden beinhaltet. Ausschlaggebend für erfolgreiches Service Management sind ein rationalisiertes Managementsystem und eine gute Unternehmensführung. Diese 3. Auflage untersucht inbesondere noch die Bedeutung der Technologie für den Dienstleistsbereich sowie die allgemeine Bedeutung von Dienstleistungen in der Gesellschaft. Ein verständlich geschriebener Leitfaden: Er vermittelt praxisnahes Wissen, das leicht umgesetzt werden kann. About the Author ix\u003cbr\u003e\u003cbr\u003eAcknowledgements to the second edition xi\u003cbr\u003e\u003cbr\u003ePreface to the second edition xv\u003cbr\u003e\u003cbr\u003ePreface to the third edition xvii\u003cbr\u003e\u003cbr\u003e1. The Myth and Reality of a Service Society 1\u003cbr\u003e \u003cbr\u003e2. The New Economic Equation 24\u003cbr\u003e \u003cbr\u003e3. Service Management Systems 46\u003cbr\u003e \u003cbr\u003e4. Dynamic Diagnosis: Virtuous Circles and Vicious Circles 61\u003cbr\u003e \u003cbr\u003e5. The Service Concept 75\u003cbr\u003e \u003cbr\u003e6. Why Strategic Human Resource Development? 89\u003cbr\u003e \u003cbr\u003e7. Getting People to Grow 106\u003cbr\u003e \u003cbr\u003e8. The Client as Customer-the Client as Coproducer 115\u003cbr\u003e \u003cbr\u003e9. Technology, Tools and Setting 135\u003cbr\u003e \u003cbr\u003e10. Image 149\u003cbr\u003e \u003cbr\u003e11. The Art and Science of Pricing 161\u003cbr\u003e \u003cbr\u003e12. Creating, Reproducing and Refining Business Ideas 169\u003cbr\u003e \u003cbr\u003e13. Diversification and Internationalization 181 \u003cbr\u003e \u003cbr\u003e14. Quality 197\u003cbr\u003e \u003cbr\u003e15. Culture and Dominating Ideas as Management Tools 214\u003cbr\u003e \u003cbr\u003e16. Change and Leadership 221\u003cbr\u003e \u003cbr\u003e References 229\u003cbr\u003e \u003cbr\u003e Index 231  \u003cp\u003e\u003cstrong\u003eRichard Normann\u003c\/strong\u003e, SMG France.  In the world of industry and management producing 'intangible products' poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations\u003cbr\u003e \u003cbr\u003e This classic book, as relevant as ever and updated, provides a set of ideas which has proved its power and validity beyond the fads of the moment, over an extended period of time. A book that is at the same time very holistic and conceptual, and yet both easy to grasp and to translate into practical action.\u003cbr\u003e \u003cbr\u003e It also evokes an alternative perspective on services, namely that of refocusing attention from the production and the product to the value creation process of customers. With these perspectivess every company todays needs to see itself as a service company.\u003cbr\u003e \u003cbr\u003e The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation -but above all it emphasizes the special role played by good leadership. In particular, this edition looks at the role of technology in services as well as - more generally -the role of services in society.\u003cbr\u003e \u003cbr\u003e Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990011396325,"sku":"NP9780471494393","price":84.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780471494393.jpg?v=1761786199","url":"https:\/\/k12savings.com\/products\/service-management-isbn-9780471494393","provider":"K12savings","version":"1.0","type":"link"}