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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 view of the service profit logic. It focuses on adopting service logic in the management of service firms as well as of product manufacturers which want to become service providers.
With a wide base of examples, Christian Grönroos draws on decades of experience to explain how to manage any organization as a service business and move closer to current and future customers. Service logic and service management are all about customer-focused outside-in management, using current academic research and business practice to make organizations more successful in the service-based economy.
The author has created a unique set of YouTube video lectures, one per chapter, to enhance the chapter topics and further bring the concepts to life:
https://www.youtube.com/watch?v=Ok5aU-aB3VI&list=PLGI2ZA6GM9FsuxR0RV9VATJjLfPEzQVh-
Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.
Informazioni sull?autore
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 Management. He has received the American Marketing Association's Award for Lifetime Contribution to the services field and has been involved in executive education in Europe, North America, Latin America, Asia (including mainland China), Australia and New Zealand.
Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.
- EditoreJohn Wiley & Sons Inc
- Data di pubblicazione2015
- ISBN 10 1118921445
- ISBN 13 9781118921449
- RilegaturaCopertina flessibile
- LinguaInglese
- Numero edizione4
- Numero di pagine536
- Contatto del produttorenon disponibile
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Service Management and Marketing: Managing the Service Profit Logic, 4th Edition
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Service Management and Marketing: Managing the Service Profit Logic Customer Management in Service Competition
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Service Management and Marketing: Managing the Service Profit Logic, 4th Edition
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Service Management and Marketing - Managing the Service Profit Logic 4e
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Service Management and Marketing Managing the Service Profit Logic 4e
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Paperback. Condizione: Brand New. 4th edition. 536 pages. 9.00x7.25x1.00 inches. In Stock. Codice articolo __1118921445
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Condizione: New. 2016. 4th Edition. Paperback. * This text examines why managing the marketing function has become a responsibility for top-level executives; and why the total marketing function is spread throughout the organization and executing marketing has become a responsibility for practically everyone. Num Pages: 536 pages. BIC Classification: KJS. Category: (P) Professional & Vocational. Dimension: 237 x 189 x 22. Weight in Grams: 860. . . . . . Codice articolo V9781118921449
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