Service management and marketing: customer management in service competition
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Chichester [u.a.]
Wiley
2007
|
| Ausgabe: | 3. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | X, 483 S. Ill., graph. Darst. |
| ISBN: | 9780470028629 0470028629 |
Internformat
MARC
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| 245 | 1 | 0 | |a Service management and marketing |b customer management in service competition |c Christian Grönroos |
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| 264 | 1 | |a Chichester [u.a.] |b Wiley |c 2007 | |
| 300 | |a X, 483 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
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Datensatz im Suchindex
| _version_ | 1804135659832606720 |
|---|---|
| adam_text | Preface vii
1 The Service and Relationship Imperative: Managing in Service
Competition 1
2 Managing Customer Relationships: An Alternative Paradigm in
Management and Marketing 23
3 The Nature of Services and Service Consumption, and its Marketing
Consequences 51
4 Service and Relationship Quality 71
5 Quality Management in Services 111
6 Return on Service and Relationships 141
7 Managing the Augmented Service Offering 183
8 Service Management Principles 209
9 Managing Productivity in Service Organizations 233
10 Managing Marketing or Market oriented Management 263
11 Managing Integrated Marketing Communication and Total
Communication 303
12 Managing Brand Relationships and Image 329
13 Customer focused Organization: Structure, Resources and Service
Processes 347
14 Managing Internal Marketing: A Prerequisite for Successful Customer
Management 383
15 Managing Service Culture: The Internal Service Imperative 415
16 Transforming a Manufacturing Firm into a Service Business 433
17 Conclusions: Managing Services and Relationships 453
Index 473
|
| adam_txt |
Preface vii
1 The Service and Relationship Imperative: Managing in Service
Competition 1
2 Managing Customer Relationships: An Alternative Paradigm in
Management and Marketing 23
3 The Nature of Services and Service Consumption, and its Marketing
Consequences 51
4 Service and Relationship Quality 71
5 Quality Management in Services 111
6 Return on Service and Relationships 141
7 Managing the Augmented Service Offering 183
8 Service Management Principles 209
9 Managing Productivity in Service Organizations 233
10 Managing Marketing or Market oriented Management 263
11 Managing Integrated Marketing Communication and Total
Communication 303
12 Managing Brand Relationships and Image 329
13 Customer focused Organization: Structure, Resources and Service
Processes 347
14 Managing Internal Marketing: A Prerequisite for Successful Customer
Management 383
15 Managing Service Culture: The Internal Service Imperative 415
16 Transforming a Manufacturing Firm into a Service Business 433
17 Conclusions: Managing Services and Relationships 453
Index 473 |
| any_adam_object | 1 |
| any_adam_object_boolean | 1 |
| author | Grönroos, Christian 1947- |
| author_GND | (DE-588)132864770 |
| author_facet | Grönroos, Christian 1947- |
| author_role | aut |
| author_sort | Grönroos, Christian 1947- |
| author_variant | c g cg |
| building | Verbundindex |
| bvnumber | BV021785069 |
| callnumber-first | H - Social Science |
| callnumber-label | HD9980 |
| callnumber-raw | HD9980.5 |
| callnumber-search | HD9980.5 |
| callnumber-sort | HD 49980.5 |
| callnumber-subject | HD - Industries, Land Use, Labor |
| classification_rvk | QP 600 QP 620 QQ 250 QR 560 |
| ctrlnum | (OCoLC)254187911 (DE-599)BVBBV021785069 |
| dewey-full | 658.8 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8 |
| dewey-search | 658.8 |
| dewey-sort | 3658.8 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| edition | 3. ed. |
| format | Book |
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| illustrated | Illustrated |
| index_date | 2024-07-02T15:42:44Z |
| indexdate | 2024-07-09T20:44:02Z |
| institution | BVB |
| isbn | 9780470028629 0470028629 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-014997793 |
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| physical | X, 483 S. Ill., graph. Darst. |
| publishDate | 2007 |
| publishDateSearch | 2007 |
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| publisher | Wiley |
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| spelling | Grönroos, Christian 1947- Verfasser (DE-588)132864770 aut Service management and marketing customer management in service competition Christian Grönroos 3. ed. Chichester [u.a.] Wiley 2007 X, 483 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Customer services Service industries Marketing Management (DE-588)4037278-9 gnd rswk-swf Marketingmanagement (DE-588)4168907-0 gnd rswk-swf Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Marketing (DE-588)4037589-4 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s DE-604 Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s Dienstleistung (DE-588)4012178-1 s DE-188 Marketing (DE-588)4037589-4 s Marketingmanagement (DE-588)4168907-0 s 1\p DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014997793&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Grönroos, Christian 1947- Service management and marketing customer management in service competition Customer services Service industries Marketing Management (DE-588)4037278-9 gnd Marketingmanagement (DE-588)4168907-0 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Dienstleistung (DE-588)4012178-1 gnd Kundenmanagement (DE-588)4236865-0 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Marketing (DE-588)4037589-4 gnd |
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| title | Service management and marketing customer management in service competition |
| title_auth | Service management and marketing customer management in service competition |
| title_exact_search | Service management and marketing customer management in service competition |
| title_exact_search_txtP | Service management and marketing customer management in service competition |
| title_full | Service management and marketing customer management in service competition Christian Grönroos |
| title_fullStr | Service management and marketing customer management in service competition Christian Grönroos |
| title_full_unstemmed | Service management and marketing customer management in service competition Christian Grönroos |
| title_short | Service management and marketing |
| title_sort | service management and marketing customer management in service competition |
| title_sub | customer management in service competition |
| topic | Customer services Service industries Marketing Management (DE-588)4037278-9 gnd Marketingmanagement (DE-588)4168907-0 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Dienstleistung (DE-588)4012178-1 gnd Kundenmanagement (DE-588)4236865-0 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Marketing (DE-588)4037589-4 gnd |
| topic_facet | Customer services Service industries Marketing Management Marketingmanagement Beziehungsmanagement Dienstleistung Kundenmanagement Dienstleistungsbetrieb Marketing |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014997793&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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