Strategic management and marketing in the service sector:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | Undetermined |
| Published: |
Lund
Studentlitteratur [u.a.]
1991
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 135 S. |
| ISBN: | 9144439113 0862380596 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Table
of Contents
Page
Foreword and Acknowledgments
................................. 3
List of Tables
......................................................... 8
List of Figures
......................................................... 9
1.
Introduction
......................................................... 11
1.1
The Service Revolution
....................................... 11
1.2
Market-Oriented and Profit-Oriented Service Marketing
Theory
............................................................ 13
1.3
The Purpose of the Study
.................................... 14
1.4
The Research Approach
....................................... 14
1.5
Outline of the Report
.......................................... 16
2.
Service Marketing: Theories and Definitions
............... 17
2.1
Service Marketing Theory Today
........................... 17
2.2
What Is a Service?
............................................. 19
2.3
Who Is in Service?
............................................. 22
2.4
What Is Marketing and Marketing Management?
...... 25
3.
Research Approach
................................................ 28
3.1
General Approach
............................................. 28
3.2
Survey Methodology
.......................................... 30
4.
Service Quality and the Customers Relation of Service
Firms and institutions
............................................. 33
4.1
The Customers Relation of Service Firms
............... 33
4.2
Service Quality Concepts
.................................... 36
4.2.1
Expected service and perceived service
............ 37
4.2.2
Technical quality and functional quality
......... 38
4.2.3
Corporate image and the perceived service
quality
...................................................... 40
4.3
Empirical Test of the Service Quality Theory
......... 42
4.4
Managing the Percieved Service Quality
.................. 46
5.
Strategic Management
.......................................... 50
5.1
Strategic Management and Strategic Planning
......... 50
5.2
Applied Strategic Management
.............................. 52
5.3
The Traditional Strategic Management Approach in a
Service Context
................................................... 54
5.4
The Strategic Management Trap
........................... 55
5.4.1
Empirical evidence
.................................... 59
5.5
A Service-Oriented Strategic Management Approach
62
5.6
The Buyer-Seller Interaction
................................. 63
5.7
The Quality-Generating Resources and the Service Con¬
cept
.................................................................. 66
5.7.1
Identifying the quality-generating resources
...... 66
5.7.2
Managing the quality-generating resources
...... 69
5.8
A Service-Oriented Approach to Strategic
Management
...................................................... 71
5.9
Implications for Service Marketing Theory
............... 75
6.
Service Marketing Functions: Traditional Marketing and
Interactive Marketing
............................................. 78
6.1
The Role of Service Marketing
.............................. 78
6.2
The Means of Competition in Service Marketing
...... 80
6.3
Tests of the Service Marketing Concepts
.................. 83
6.4
The Life Cycle of the Customer Relation
............... 86
6.5
A Dynamic Concept of Service Marketing Planning
... 87
7.
The Internal Marketing Function
.............................. 92
7.1
The Need for Internal Marketing
........................... 92
7.2
Internal Marketing as a Management Philosophy
...... 93
7.3
Strategic Internal Marketing
................................. 94
7.4
Tactical Internal Marketing
................................. 97
7.5
Internal Marketing in Practice
.............................. 98
8.
Conclusions and Implications
................................. 104
8.1
Conclusions About Service Marketing Theory
......... 104
8.2
Implications for Organizing for Marketing in a Service
Firm
............................................................... 106
8.3
Validity and Reliability
....................................... 109
8.4
Implications
Outside the Service Sector
.................. 110
Appendix A: Service Quality and Corporate Image
......... 112
Appendix
В
:
Invoicing
............................................. 115
Appendix C: The Strategic Management Trap
............... 116
Appendix D: Resources in the Buyer-Seller Interactions
... 117
Appendix E: Service Marketing Concepts
..................... 120
Appendix F: Traditional Marketing Activities
............... 123
Appendix G: Internal Marketing
................................. 126
Appendix H: Effects of Separate Marketing Departments
129
References
............................................................... 130
|
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| bvnumber | BV040232419 |
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| discipline | Wirtschaftswissenschaften |
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| id | DE-604.BV040232419 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T00:19:34Z |
| institution | BVB |
| isbn | 9144439113 0862380596 |
| language | Undetermined |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-025088810 |
| oclc_num | 796262401 |
| open_access_boolean | |
| owner | DE-473 DE-BY-UBG |
| owner_facet | DE-473 DE-BY-UBG |
| physical | 135 S. |
| publishDate | 1991 |
| publishDateSearch | 1991 |
| publishDateSort | 1991 |
| publisher | Studentlitteratur [u.a.] |
| record_format | marc |
| spelling | Grönroos, Christian Verfasser aut Strategic management and marketing in the service sector Christian Grönroos Lund Studentlitteratur [u.a.] 1991 135 S. txt rdacontent n rdamedia nc rdacarrier Marketing (DE-588)4037589-4 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Strategisches Management (DE-588)4124261-0 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 s Strategisches Management (DE-588)4124261-0 s DE-604 Marketing (DE-588)4037589-4 s Digitalisierung UB Bamberg application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025088810&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Grönroos, Christian Strategic management and marketing in the service sector Marketing (DE-588)4037589-4 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Strategisches Management (DE-588)4124261-0 gnd |
| subject_GND | (DE-588)4037589-4 (DE-588)4012183-5 (DE-588)4124261-0 |
| title | Strategic management and marketing in the service sector |
| title_auth | Strategic management and marketing in the service sector |
| title_exact_search | Strategic management and marketing in the service sector |
| title_full | Strategic management and marketing in the service sector Christian Grönroos |
| title_fullStr | Strategic management and marketing in the service sector Christian Grönroos |
| title_full_unstemmed | Strategic management and marketing in the service sector Christian Grönroos |
| title_short | Strategic management and marketing in the service sector |
| title_sort | strategic management and marketing in the service sector |
| topic | Marketing (DE-588)4037589-4 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Strategisches Management (DE-588)4124261-0 gnd |
| topic_facet | Marketing Dienstleistungssektor Strategisches Management |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025088810&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT gronrooschristian strategicmanagementandmarketingintheservicesector |