000			01066nam a2200265 4500
999			_c177177
003			SPU
005			20180928111323.0
008			151202s2015 eng
020			_a9781118921449 _c4138
040			_aSPU
049			_aSPU_CHN
050	0	0	_aHD 9980.5 _bG76S 2015
100	0		_aGronroos, Christian, _d1947- _9156104
245	1	0	_aService management and marketing: Managing the service profit logic / _cChristian Gronroos,author
246			_aService management and marketing
250			_a4th ed.
260			_aChichester : _bJohn Wiley & Sons, _c2015
300			_aix, 522 p. ; _c24 cm.
505	0		_a1. The service and relationship imperative: Managing in service competition page 1-46
505	0		_a2. The nature of service and service consumption, and its customer management implications page 47-68
505	0		_a3. The service profit logic and service management principles page 69-92
505	0		_a4. Service and relationship quality page 93-126
505	0		_a5. Quality management in service page 127-156
505	0		_a6. Return on service and relationships page 157-204
505	0		_a7. Managing the augmented service offering page 205-234
505	0		_a8. Managing productivity in service organizations page 235-266
505	0		_a9. Managing marketing or customer-focused management page 267-310
505	0		_a10. Managing integrated marketing communication and relationship communication page 311-336
505	0		_a11. Managing brand relationships and image page 337-356
505	0		_a12. Social media in service management and marketing page 357-372
505	0		_a13. Customer-focused organization: Structure, resources and service process page 373-408
505	0		_a14. People management: Internal marketing as a prerequisite for successful customer management page 409-444
505	0		_a15. Managing service culture: The internal service imperative page 445-462
505	0		_a16. Transforming a manufacturing firm into a service business page 463-492
505	0		_a17. Conclusions: Managing service and relationships page 493-510
650		0	_aCUSTOMER SERVICES _946742
650		0	_aSERVICE INDUSTRIES _xMARKETING _946741
650		0	_aDIENSTLEISTUNGSBETRIEB _9214855
850			_aSPU
942			_cGEN _2lcc
998			_atook 1215 _btook 1215