Books by Richard Normann

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.

Strategy is the art of creating value. It provides frameworks, conceptual models, and governing ideas that allow a companya s managers to identify opportunities for bringing value to customers and for delivering that value at a profit.

Recognized by his peers as one of the leading management thinkers of his time, Richard Normann offers a new approach to strategy: an original way to think about organizations and create a different future. He shows that if organizations are prepared to rethink the way they do business, they can occupy the competitive high ground of the future.