Service management and marketing: managing the service profit logic
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Chichester [u.a.]
Wiley
2015
|
| Edition: | fourth Edition |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | IX, 522 S. Ill., graph. Darst. |
| ISBN: | 9781118921449 |
Staff View
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Record in the Search Index
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| adam_text | Titel: Service management and marketing
Autor: Grönroos, Christian
Jahr: 2015
CONTENTS Preface vii 1 The Service and Relationship Imperative: Managing in Service Competition 1 2 The Nature of Service and Service Consumption, and its Customer Management Implications 47 3 The Service Profit Logic and Service Management Principles 69 4 Service and Relationship Quality 93 5 Quality Management in Service 127 6 Return on Service and Relationships 157 7 Managing the Augmented Service Offering 205 8 Managing Productivity in Service Organizations 235 9 Managing Marketing or Customer-Focused Management 267 10 Managing Integrated Marketing Communication and Relationship Communication 311 11 Managing Brand Relationships and Image 337 12 Social Media in Service Management and Marketing Written by Johanna Gummerus 357
vi CONTENTS 13 Customer-Focused Organization: Structure, Resources and Service Processes 373 14 People Management: Internal Marketing as a Prerequisite for Successful Customer Management 409 15 Managing Service Culture: The Internal Service Imperative 445 16 Transforming a Manufacturing Firm into a Service Business 463 17 Conclusions: Managing Service and Relationships 493 Index 513
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| 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 | BV042713659 |
| 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)914730628 (DE-599)BVBBV042713659 |
| 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 |
| edition | fourth Edition |
| format | Book |
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| illustrated | Illustrated |
| indexdate | 2024-07-10T07:08:01Z |
| institution | BVB |
| isbn | 9781118921449 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-028144948 |
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| physical | IX, 522 S. Ill., graph. Darst. |
| publishDate | 2015 |
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| publisher | Wiley |
| record_format | marc |
| spelling | Grönroos, Christian 1947- Verfasser (DE-588)132864770 aut Service management and marketing managing the service profit logic Christian Grönroos fourth Edition Chichester [u.a.] Wiley 2015 IX, 522 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Customer services Service industries Marketing Marketing (DE-588)4037589-4 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 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 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=028144948&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Grönroos, Christian 1947- Service management and marketing managing the service profit logic Customer services Service industries Marketing Marketing (DE-588)4037589-4 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Dienstleistung (DE-588)4012178-1 gnd Management (DE-588)4037278-9 gnd Kundenmanagement (DE-588)4236865-0 gnd |
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| title | Service management and marketing managing the service profit logic |
| title_auth | Service management and marketing managing the service profit logic |
| title_exact_search | Service management and marketing managing the service profit logic |
| title_full | Service management and marketing managing the service profit logic Christian Grönroos |
| title_fullStr | Service management and marketing managing the service profit logic Christian Grönroos |
| title_full_unstemmed | Service management and marketing managing the service profit logic Christian Grönroos |
| title_short | Service management and marketing |
| title_sort | service management and marketing managing the service profit logic |
| title_sub | managing the service profit logic |
| topic | Customer services Service industries Marketing Marketing (DE-588)4037589-4 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Dienstleistung (DE-588)4012178-1 gnd Management (DE-588)4037278-9 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Customer services Service industries Marketing Marketing Dienstleistungsbetrieb Beziehungsmanagement Dienstleistung Management Kundenmanagement |
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