Last edited by Dujinn
Saturday, August 1, 2020 | History

6 edition of Service Management and Marketing found in the catalog.

Service Management and Marketing

A Customer Relationship Management Approach, 2nd Edition

by Christian Grönroos

  • 282 Want to read
  • 27 Currently reading

Published by Wiley .
Written in English

    Subjects:
  • Customer services,
  • Management & management techniques,
  • Service industries,
  • Business & Economics,
  • Business / Economics / Finance,
  • Business/Economics,
  • Marketing - General,
  • Sales & Selling - Management,
  • Business & Economics / Sales & Selling,
  • Sales & Selling - General,
  • Marketing

  • The Physical Object
    FormatPaperback
    Number of Pages404
    ID Numbers
    Open LibraryOL9582976M
    ISBN 100471720348
    ISBN 109780471720348

    This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing."--Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of . Professor Kotler's book, Marketing Management, is the world's most widely used graduate level textbook in marketing. His other textbooks include Principles of Marketing and management: An Introduction and they are also widely used around the world/5.

    One of the fathers of the school of service marketing and management that has internationally been labelled as The Nordic School of thought, Christian Grönroos has came out as the professor with the highest impact in two separate studies about the academic and societal impact of professors in business administration in Finland in For undergraduate courses in Service Marketing and Management. This book presents an integrated approach to the study of services that places marketing issues within a broader general management context and shows how service organizations differ in many important respects from manufacturing businesses. The text includes a strong managerial orientation and strategic focus, uses an organizing 5/5(1).

    delivering value to customers and for managing. customer relationships in ways that benefit the. organization and its stakeholders. Marketing management: the art and science. of choosing target Author: Philip Kotler, Kevin Lane Keller. Strategic Management and Marketing in the Service Sector book. Read reviews from world’s largest community for readers/5(3).


Share this book
You might also like
Davis family record

Davis family record

Mystery and philosophy

Mystery and philosophy

Someone was watching over me

Someone was watching over me

Coroners in North Carolina

Coroners in North Carolina

Rivers of Alabama.

Rivers of Alabama.

introduction to the Compendium morale of Roger de Waltham

introduction to the Compendium morale of Roger de Waltham

Things for Children to Make and Do

Things for Children to Make and Do

Perth

Perth

City in the desert, Qasr al-Hayr East

City in the desert, Qasr al-Hayr East

Things to do together

Things to do together

Report of the Chief Astronomer of the Canada Department of the Interior.

Report of the Chief Astronomer of the Canada Department of the Interior.

visitors map and guide to Selsey and to the geology and natural history of the sea-shore

visitors map and guide to Selsey and to the geology and natural history of the sea-shore

A tour in the United States, Cuba, and Canada

A tour in the United States, Cuba, and Canada

Summary digest of useful statistics.

Summary digest of useful statistics.

Service Management and Marketing by Christian Grönroos Download PDF EPUB FB2

Service Management and Marketing: Managing the Service Profit Logic Only 7 left in stock - order soon. "Professor Grönroos presents the most scholarly and provocative examination of services marketing.

This book will challenge companies to rethink how they should manage their services in building their competitive strength and by: About the Author. Christian Gronroos is Professor of Service and Relationship Marketing at the Hanken Swedish School of Economics and Business Administration, Finland, where he is chair of the research centre CERS (Centre for Relationship Marketing and Service Management).

He is also a former visiting Professor at Arizona State University Cited by: Services Marketing and Management. provides an in-depth consideration of how services are conceptualized, designed and managed, creating the basis for a clear understanding of the multi-dimensional aspects of services.

Unlike many textbooks on services marketing this book puts services management and delivery in by: Service Management and Marketing: Customer Management in Service Competition.

"Professor Gronroos presents the most scholarly and provocative examination of services marketing. This book will challenge companies to rethink how they should manage their services in building their competitive strength and profitability.4/5(27). "Professor Grönroos presents the most scholarly and provocative examination of services marketing.

This book will challenge companies to rethink how they should manage their services in building their competitive strength and profitability. Grönroos continues as one of service marketing's most original and able thinkers."/5(5). Service Management and Marketing: A Customer Relationship Management Approach.

A service can be defined as any activity or benefit that one party can offer to another which is essentially intangible and does not result in the ownership of anything/5(15). Published April 30th by Prentice Hall (Higher Education Division, Pearson Education) (first published January 1st )/5(13).

About the author () Christian Gronroos is Professor of Service and Relationship Marketing at the Hanken Swedish School of Economics and Business Administration, Finland. He is also the Chairman of the board of its research and knowledge centre CERS.

In the world of industry and management producing 'intangible products' poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management Cited by:   Christian Gronroos is Professor of Service and Relationship Marketing at the Hanken Swedish School of Economics and Business Administration, Finland, where he is chair of the research centre CERS (Centre for Relationship Marketing and Service Management).5/5(2).

This is the second edition of a very successful book written by one of the leading writers and researchers in services marketing and management. The most important change in this new edition is a greater emphasis on the relationship approach to services s: 1.

Service Management and Marketing: Customer Management in Service Paperback – 16 Feb. "Professor Grönroos presents the most scholarly and provocative examination of services marketing. This book will challenge companies to rethink how they should manage their services in building their competitive strength and profitability.5/5(1).

Services Marketing and Management provides an in-depth consideration of how services are conceptualized, designed and managed, creating the basis for 3/5(4). book Services Marketing Management, and is an introduction to this interest- ing area of study.

Furthermore, a number of useful concepts, models and views have been added to make this a compact and complete edition, metic. About the author () Christian Gronroos is Professor of Service and Relationship Marketing at the Hanken Swedish School of Economics and Business Administration, Finland, where he is chair of the research centre CERS (Centre for Relationship Marketing and Service Management).

He is also a former visiting Professor at Arizona State University. Service Management and Marketing is exceptionally good.

It is the most comprehensive and integrative textbook in the field. And the real icing on the cake is its unique customer relationship management perspective to service marketing.––JAGDISH N.

SHETH, Charles H. Kellstadt Professor of Marketing Emory University/5(3). "Professor Grönroos presents the most scholarly and provocative examination of services marketing. This book will challenge companies to rethink how they should manage their services in building their competitive strength and profitability.

Grönroos continues as. Call to get started. Three tracks to better book marketing Each service is designed to provide a comprehensive game plan in the key areas where you’ll benefit the most from marketing your book.

All three options can be applied to your book promotion at any time—even if. CHAPTER 3THE SERVICE PROFIT LOGIC AND SERVICE MANAGEMENT PRINCIPLES “In service, costs and revenues are inseparable.

The same resources, activities and processes drive both costs and revenues – - Selection from Service Management and Marketing: Managing the Service Profit Logic, 4th Edition [Book]. Services Marketing. This note covers the following topics: Service economy and the nature of services, Assessing business opportunities, Buyer behaviour, Understanding customer requirements, Quality management, Service design and development, Marketing communications, Service delivery channels, Brand management.

Services Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily digestible approach to the service industry with a specific focus on the management and marketing elements.

This new edition has been thoroughly revamped to include pedagogical features such as exercises and mini cases throughout. Christian Gronroos is Professor of Service and Relationship Marketing at the Hanken Swedish School of Economics and Business Administration, Finland, where he is chair of the research centre CERS (Centre for Relationship Marketing and Service Management).

He is also a former visiting Professor at Arizona State University and a research fellow of its Centre for Services Marketing and : $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 - Selection from Service Management and Marketing: Managing the Service Profit Logic, 4th Edition [Book].