Service management and marketing: Managing the service profit logic /
Gronroos, Christian, 1947-
Service management and marketing: Managing the service profit logic / Service management and marketing Christian Gronroos,author - 4th ed. - Chichester : John Wiley & Sons, 2015 - ix, 522 p. ; 24 cm.
1. The service and relationship imperative: Managing in service competition page 1-46 2. The nature of service and service consumption, and its customer management implications page 47-68 3. The service profit logic and service management principles page 69-92 4. Service and relationship quality page 93-126 5. Quality management in service page 127-156 6. Return on service and relationships page 157-204 7. Managing the augmented service offering page 205-234 8. Managing productivity in service organizations page 235-266 9. Managing marketing or customer-focused management page 267-310 10. Managing integrated marketing communication and relationship communication page 311-336 11. Managing brand relationships and image page 337-356 12. Social media in service management and marketing page 357-372 13. Customer-focused organization: Structure, resources and service process page 373-408 14. People management: Internal marketing as a prerequisite for successful customer management page 409-444 15. Managing service culture: The internal service imperative page 445-462 16. Transforming a manufacturing firm into a service business page 463-492 17. Conclusions: Managing service and relationships page 493-510
9781118921449 4138
CUSTOMER SERVICES
SERVICE INDUSTRIES--MARKETING
DIENSTLEISTUNGSBETRIEB
HD 9980.5 / G76S 2015
Service management and marketing: Managing the service profit logic / Service management and marketing Christian Gronroos,author - 4th ed. - Chichester : John Wiley & Sons, 2015 - ix, 522 p. ; 24 cm.
1. The service and relationship imperative: Managing in service competition page 1-46 2. The nature of service and service consumption, and its customer management implications page 47-68 3. The service profit logic and service management principles page 69-92 4. Service and relationship quality page 93-126 5. Quality management in service page 127-156 6. Return on service and relationships page 157-204 7. Managing the augmented service offering page 205-234 8. Managing productivity in service organizations page 235-266 9. Managing marketing or customer-focused management page 267-310 10. Managing integrated marketing communication and relationship communication page 311-336 11. Managing brand relationships and image page 337-356 12. Social media in service management and marketing page 357-372 13. Customer-focused organization: Structure, resources and service process page 373-408 14. People management: Internal marketing as a prerequisite for successful customer management page 409-444 15. Managing service culture: The internal service imperative page 445-462 16. Transforming a manufacturing firm into a service business page 463-492 17. Conclusions: Managing service and relationships page 493-510
9781118921449 4138
CUSTOMER SERVICES
SERVICE INDUSTRIES--MARKETING
DIENSTLEISTUNGSBETRIEB
HD 9980.5 / G76S 2015