First edition © Christian Grönroos 1990 (0-669-2035-2). Published by Lexington Books.

Second edition © Christian Grönroos 2000 (0-471-47034-8). Published by John Wiley & Sons Ltd.

Third edition © Christian Grönroos 2007 (0-470-02862-9). Published by John Wiley & Sons Ltd.

Copyright 2015          Christian Grönroos

Published by John Wiley & Sons Ltd.

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Library of Congress Cataloging-in-Publication Data

Grönroos, Christian, 1947-

Service management and marketing : managing the service profit logic / Christian Grönroos. — Fourth edition.

pages cm

Includes index.

ISBN 978-1-118-92144-9 (pbk.)

1. Service industries — Marketing. 2. Customer services. I. Title.

HD9980.5.G776 2015

658.8–dc23

2015005386

ISBN: 9781119159865 (CourseSmart)

ISBN: 9781119092841 (ePUB)

A catalogue record for this book is available from the British Library.

Typeset in 10/11pt Bembo by Aptara Inc., New Delhi, India.

Printed and bound in Great Britain by Scotprint, Haddington, East Lothian.