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Service Management
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Table of Contents

About the Author ix

Acknowledgements to the second edition xi

Preface to the second edition xv

Preface to the third edition xvii

1. The Myth and Reality of a Service Society 1

2. The New Economic Equation 24

3. Service Management Systems 46

4. Dynamic Diagnosis: Virtuous Circles and Vicious Circles 61

5. The Service Concept 75

6. Why Strategic Human Resource Development? 89

7. Getting People to Grow 106

8. The Client as Customer-the Client as Coproducer 115

9. Technology, Tools and Setting 135

10. Image 149

11. The Art and Science of Pricing 161

12. Creating, Reproducing and Refining Business Ideas 169

13. Diversification and Internationalization 181

14. Quality 197

15. Culture and Dominating Ideas as Management Tools 214

16. Change and Leadership 221

References 229

Index 231

About the Author

Richard Normann, SMG France.

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