Service Management and Marketing: A Customer Relationship Management Approach

Christian Grönroos

ISBN 10: 0471720348 / ISBN 13: 9780471720348

Editore: Wiley, 2000

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Befriedigend/Good: Durchschnittlich erhaltenes Buch bzw. Schutzumschlag mit Gebrauchsspuren, aber vollständigen Seiten. / Describes the average WORN book or dust jacket that has all the pages present.

Codice articolo M00471720348-G

Dati bibliografici

• Titolo: Service Management and Marketing: A Customer Relationship Management Approach
• Editore: Wiley
• Data di pubblicazione: 2000
• Lingua: Inglese
• ISBN 10: 0471720348
• ISBN 13: 9780471720348
• Rilegatura: Brossura
• Edizione: seconda edizione
• Condizione: good

Descrizione articolo

Riassunto

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. Services encompass a very wide range of activities e.g health care, education, tourism, insurance and finance. 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 marketing. The contents of this book are: The Service and Relationship Imperative - Managing in Service Competition; Managing Customer Relationships - An Alternative Paradigm in Management and Marketing; The Nature of Services and Service Consumption, And Its Marketing Consequences; Service And Relationship Quality; Quality Management in Services; Return on Services and Relationships; Managing the Augmented Service Offering; Principles of Service Management; Managing Service Productivity; Managing Marketing or Market-oriented Management; Managing Total Integrated Marketing Communication; Managing Brand Relationships and Image; Market-oriented Organization - Structure, Resources and Service Processes; Managing Internal Marketing; Managing Service Culture - The Internal Service Imperative; and Conclusions.

Recensione

"Gronroos presents the most scholarly and provocative examination of services marketing that I have seen in our literature. This book is guaranteed to challenge company ideas on how services should be managed and the role they play in defining a company′s competitive strength and profitability. Gronroos continues as one of services marketing′s most original thinkers.", Philip Kotler, Kellogg Graduate School of Management, , #"Gronroos is one of the world′s foremost experts on this topic. This new book will be eagerly read by many.", Stephen W. Brown PhD, Edward M. Carson Chair in Services Marketing, Professor and Director, Center for Services Marketing and Management, 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#