Service management and marketing: Managing the service profit logic / Christian Gronroos,author
Material type:
TextPublication details: Chichester : John Wiley & Sons, 2015Edition: 4th edDescription: ix, 522 p. ; 24 cmISBN: - 9781118921449
- Service management and marketing
- HD 9980.5 G76S 2015
| Item type | Current library | Collection | Shelving location | Call number | Status | Barcode | |
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General Book
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SPU Library, Chonburi campus | General Books (ENGLISH) | Floor 3: General Shelves (FOREIGN LANGUAGE) | HD 9980.5 G76S 2015 (Browse shelf(Opens below)) | Available | B008647 |
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| HD 9980.5 F57S 2011 Service management : operations,strategy,and informations technology / [book] | HD 9980.5 F57S 2011 Service management : operations,strategy,and informations technology / [book] | HD 9980.5 F57S 2014 Service management : operations,strategy,and informations technology / [book] | HD 9980.5 G76S 2015 Service management and marketing: Managing the service profit logic / | HD 9980.5 H63S 2006 Services marketing : concepts, strategies & cases / | HD 9980.5 J63S 2001 Service operations management | HD 9980.5 K36S 2014 Services management / |
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
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