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- Wiley
More About This Title Service Management and Marketing - CustomerManagement in Service Competition 3e
English
Professor Grönroos’ visiting professor or visiting scholar associations include Arizona State University, Stanford University, Lund University and Karlstad University, Sweden, University of Auckland, New Zealand, Nankai University, P.R.China, and Thammasat University, Thailand.
English
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
