Service management : strategy and leadership in service business /
Richard Normann.
- 3rd ed.
- Chichester : Wiley, c2000.
- xix, 234p. : ill. ; 23 cm.
Previous ed.: 1991.
Includes bibliographical references (p. 229-230) and index.
The production of intangible products poses unique challenges to the world of management. This text provides a comprehensive framework on these issues, and looks into the characteristics and conditions necessary for success.
9780471494393 (pbk.) : �19.99 0471494399 �43.73
Services industries--Management Service industries--Management Strategic planning. Leadership. Business and Management. Organizational theory & behaviour Hospitality & service industries