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Service Management and Marketing: Managing the Service Profit Logic - Softcover

Gronroos, Christian

 
9781118921449: Service Management and Marketing: Managing the Service Profit Logic
Softcover
ISBN 10: 1118921445 ISBN 13: 9781118921449
Verlag: Wiley, 2015

Inhaltsangabe

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-

 

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Über die Autorin bzw. den Autor

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.

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Verlag
Wiley
Erscheinungsdatum
2015
Sprache
Englisch
ISBN 10 
1118921445
ISBN 13 
9781118921449
Einband
Taschenbuch
Auflage
4
Anzahl der Seiten
538
Kontakt zum Hersteller
Wiley-VCH GmbH
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