From Scientific Management to Service Management: A Management Perspective for the Age of Service Competition
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 March 1994
Abstract
The mainstream management principles of today are still predominantly based on what has been called “scientific management”, which in turn can be traced back to the writings of Adam Smith. Today, the challenges for management have changed significantly, and the principles of “scientific management” are not applicable to the same extent as before in the industrial society. For the post‐industrial society, most firms face what has been called service competition, and hence, managing services becomes of strategic importance for service firms and manufacturers of goods alike. Discusses key facets of service management.
Keywords
Citation
Grönroos, C. (1994), "From Scientific Management to Service Management: A Management Perspective for the Age of Service Competition", International Journal of Service Industry Management, Vol. 5 No. 1, pp. 5-20. https://doi.org/10.1108/09564239410051885
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited