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Service Management: Strategy and Leadership in Service Business
by Normann, Richard | HC | VeryGood
US $11.16
Approximately£8.20
Condition:
“May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend ”... Read moreAbout condition
Very Good
A book that has been read and does not look new, but is in excellent condition. No obvious damage to the book cover, with the dust jacket (if applicable) included for hard covers. No missing or damaged pages, no creases or tears, no underlining or highlighting of text, and no writing in the margins. Some identifying marks on the inside cover, but this is minimal. Very little wear and tear. See the seller’s listing for full details and description of any imperfections.
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Located in: Aurora, Illinois, United States
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eBay item number:146286993577
Item specifics
- Condition
- Very Good
- Seller notes
- Binding
- Hardcover
- Book Title
- Service Management
- Weight
- 1 lbs
- Product Group
- Book
- IsTextBook
- Yes
- ISBN
- 9780471928850
About this product
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0471928852
ISBN-13
9780471928850
eBay Product ID (ePID)
1086699
Product Key Features
Number of Pages
202 Pages
Publication Name
Service Management : Strategy and Leadership in Service Business
Language
English
Publication Year
1991
Subject
Industries / Service, Management
Type
Textbook
Subject Area
Business & Economics
Format
Hardcover
Dimensions
Item Height
0.7 in
Item Weight
19 Oz
Item Length
9.9 in
Item Width
6.8 in
Additional Product Features
Edition Number
2
Intended Audience
Scholarly & Professional
LCCN
90-043731
Dewey Edition
21
Illustrated
Yes
Dewey Decimal
658
Table Of Content
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.
Synopsis
Examines the special characteristics that make services and 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, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ''high social technology'' are also explored., Examines the special characteristics that make services and 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, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and high social technology'' are also explored.
LC Classification Number
HD9980.5.N67 1991
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- l***l (6197)- Feedback left by buyer.Past 6 monthsVerified purchaseI must say from the very beginning of this transaction that everything went smooth. The seller gave me a good quality product for a great price that was brand new and appeared to be better than what was pictured. I plan on purchasing more products in the near future from this seller. The product was shipped and packaged with care and love. Magnificent communication and all of what I said makes this seller a great asset to the eBay community as well as the marketplace.
- y***e (1043)- Feedback left by buyer.Past 6 monthsVerified purchase🏆 SUPER STAR🤩 AMAZING PHOTOS 🎯 ACCURATE DESCRIPTION ✏️ GENUINE PRODUCTS 💎 HIGH QUALITY 🍯 SUPER PRICES 💰 EASY TO WORK WITH 🍰 ECONOMY HANDLING ⏱️ FAST SHIPPING 🚀 BUBBLE PACKAGE 📦 ARRIVED WITHIN DAYS 🌎 EXCEPTIONAL COMMUNICATION 🎙️ OUTSTANDING CUSTOMER SERVICE 🛎️ GREAT SENSE OF HUMOR 🍿 TOTAL ASSET TO THE EBAY-ECO SYSTEM 🥇 SAVED SELLER 🎱 PROMT REPLY FOR RETURNS 🎯 WOULD BUY FROM AGAIN 🧲 UNDER PROMISES OVER DELIVERS ⛳️ MADE ME VERY HAPPY 🌈 LEFT POSITIVE FEEDBACK 🌼 THANK YOU! 😇 AAAA
- k***a (61)- Feedback left by buyer.Past monthVerified purchaseFantastic seller. Books were packaged safely & with love, and as described. Great deal for the money considering the condition they’re in. Shipping was lighting fast. I’d recommend this seller & will be shopping again. The quality & selection of there rare/collectible books is unmatched, and the flexibility on price is the icing on the cake. +1 for great communication.