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by Christian Gronroos
Service Management and Marketing: Managing the Service Profit Logic, 4th Edition
Cover Page
Title Page
Copyright Page
Contents
Preface
Chapter 1: The Service and Relationship Imperative: Managing in Service Competition
Chapter 2: The Nature of Service and Service Consumption, and its Customer Management Implications
Chapter 3: The Service Profit Logic and Service Management Principles
Chapter 4: Service and Relationship Quality
Chapter 5: Quality Management in Service
Chapter 6: Return on Service and Relationships
Chapter 7: Managing the Augmented Service Offering
Chapter 8: Managing Productivity in Service Organizations
Chapter 9: Managing Marketing or Customer-Focused Management
Chapter 10: Managing Integrated Marketing Communication and Relationship Communication
Chapter 11: Managing Brand Relationships and Image
Chapter 12: Social Media in Service Management and Marketing Written by Johanna Gummerus
Chapter 13: Customer-Focused Organization: Structure, Resources and Service Processes
Chapter 14: People Management: Internal Marketing as a Prerequisite for Successful Customer Management
Chapter 15: Managing Service Culture: The Internal Service Imperative
Chapter 16: Transforming a Manufacturing Firm into a Service Business
Chapter 17: Conclusions: Managing Service and Relationships
Index
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Copyright Page
SERVICE MANAGEMENT AND MARKETING
Managing the Service Profit Logic
Fourth Edition
CHRISTIAN GRÖNROOS
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