Richard Normann
ISBN: 0-471-49439-9
Paper
254 pages
October 2000

In the world of industry and management the service industry is unique. 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. 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.