TY  - GEN
AU  - Normann, Richard
TI  - Service management: strategy and leadership in service businesses 
SN  - 9780471494393
U1  - 658.4012 
PY  - 2007///
CY  - New York
PB  - John Wiley & Sons
KW  - DES
KW  - Service industries
KW  -  Management
N1  - 	Myth and reality of service society --
New economic equation --
Service management systems --
Dynamic diagnosis, virtuous circles and vicious circles --
Service concept --
Why strategic human resource development? --
Getting people to grow --
Client as customer, the client as coproducer --
Technology, tools and setting --
Image --
Art and science of pricing --
Creating, reproducing and refining business ideas --
Diversification and internationalization --
Quality --
Culture and dominating ideas as management tools --
Change and leadership
N2  - In the world of industry and management, the service industry is unique. This book provides a comprehensive framework in which to discuss the unique management issues of the service industry, and looks into the special characteristics of services and the conditions necessary for success in the management of service organizations
ER  -