TY  - BOOK
AU  - Gronroos, Christian,
TI  - Service management and marketing: Managing the service profit logic
SN  - 9781118921449
AV  - HD 9980.5 G76S 2015
PY  - 2015///
CY  - Chichester
PB  - John Wiley & Sons
KW  - CUSTOMER SERVICES
KW  - SERVICE INDUSTRIES
KW  - MARKETING
KW  - DIENSTLEISTUNGSBETRIEB
N1  - 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
ER  -