Service Management: Strategy and Leadership in Service BusinessExamines 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. |
Contents
The myth and reality of service society | 1 |
Forging the new profit equation | 19 |
Service management systems | 37 |
Copyright | |
14 other sections not shown
Common terms and phrases
achieve activities advertising airline bank basic behaviour chapter client company's components consulting contact personnel context core service cost create culture customer's diversification driving force effective service employees example experience Federal Express financial services formula functions growth human energy IKEA important increase individual information technology insurance companies intangible interaction internal internationalization J.P. Morgan Jean-Claude Decaux kind knowledge linkages logic macrocircle maintenance manufacturing market segment McDonald's McKesson moment of truth motivation needs network effects norms participation particular peripheral services personnel idea physical positive circle possible potential problems programs recruitment reinforce relationship reproduce restaurant role Scandinavian Airlines System service business service company service concept service delivery system service economy service industries service management system service operation service organizations service package service systems situation skills social innovation staff strategy structure tend Troisgros types un-bundled vicious circle