Service management and marketing : managing the service profit logic 4th ed

Author

• Gronroos, Christian

Additional Author(s)

-

Publisher

West Sussex, UK: John Wiley & Sons Ltd, 2015

Language

English

ISBN

9781118921449

Series

Subject(s)

• CUSTOMER SERVICE
• SERVICE INDUSTRIES-MARKETING
• SERVICE INDUSTRIES-MANAGEMENT

Notes

. Includes bibliographical references.. Index: p. 513-522

Abstract

Written by a leading pioneer in the field, the revised and updated fourth edition of this successful text examines service management and management in service competition from the point of view of the service profit logic. It focuses on adopting service logic in the management of service firms as well as of product manufacturers which want to become service providers.
With a wide base of examples, Christian Grönroos draws on decades of experience to explain how to manage any organization as a service business and move closer to current and future customers. Service logic and service management are all about customer-focused outside-in management, using current academic research and business practice to make organizations more successful in the service-based economy.

Physical Dimension

Number of Page(s)

ix, 522 p.

Dimension

24 cm.

Other Desc.

ill.

Summary / Review / Table of Content

1 The Service and Relationship Imperative: Managing in Service Competition
2 The Nature of Services and Service Consumption, and its Customer Management Implications
3 The Service Profit Logic and Service Management Principles
4 Service and Relationship Quality
5 Quality Management in Services
6 Return on Service and Relationships
7 Managing the Augmented Service Offering
8 Managing Productivity in Service Organizations
9 Managing Marketing or Customer-Focused Management
10 Managing Integrated Marketing Communication and Relationship Communication
11 Managing Brand Relationships and Image
12 The Role of Social Media in Services Management
13 Customer-focused Organization: Structure, Resources and Service Processes
14 Managing Internal Marketing: A Prerequisite for Successful Customer Management
15 Managing Service Culture: The Internal Service Imperative
16 Transforming a Manufacturing Firm into a Service Business
17 Conclusions: Managing Sevice and Relationships

Exemplar(s)

#	Accession No.	Call Number	Location	Status
1.	00296/18	658.8 Gro S	Library - 7th Floor	Available