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Service Management and Marketing: Customer Management in Service Competition, by Christian Gronroos
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"Professor Grönroos presents the most scholarly and provocative examination of services marketing. This book will challenge companies to rethink how they should manage their services in building their competitive strength and profitability. Grönroos continues as one of service marketing's most original and able thinkers."
—Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing J.L. Kellogg School of Management, Northwestern University
"Christian Grönroos is a globally recognized expert on services management and marketing. His innovative thinking and writing in this book offer fresh insights on this timely topic."
—Stephen W. Brown, PhD, Carson Chair, Professor and Executive Director, Center for Services Leadership, W. P. Carey School of Business, Arizona State University
"After three decades of contributions to services, Grönroos keeps pioneering the field. In this new edition he recognizes the dramatic changes in the perception of service that are in the making. It is a creative book which does not just list various service issues but adds the author's personal touch to each of them."
—Professor Evert Gummesson, Stockholm University School of Business, Sweden
This fully updated third edition examines customer management in service competition and focuses on adopting a service logic in marketing. Christian Grönroos explains how to manage any organization as a service business, showing how to move closer to current and future customers. The service logic is all about customer focused management and service management, using current academic research and business practice to make organizations more successful.
Topics that have been updated for the new edition include:
- Service and relationship perspectives
- Service and relationship quality
- Service management principles
- Profitability and productivity in services
- Integrated marketing communication
- Relationship communication and branding in services
- Internal marketing and service culture
- Why and how to transform a product-manufacturing firm into a service business
- Sales Rank: #765923 in Books
- Published on: 2007-02-27
- Ingredients: Example Ingredients
- Original language: English
- Number of items: 1
- Dimensions: 9.37" h x .86" w x 7.48" l, 2.22 pounds
- Binding: Paperback
- 496 pages
From the Back Cover
"Professor Grönroos presents the most scholarly and provocative examination of services marketing. This book will challenge companies to rethink how they should manage their services in building their competitive strength and profitability. Grönroos continues as one of service marketing's most original and able thinkers."
—Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing J.L. Kellogg School of Management, Northwestern University.
"Christian Grönroos is a globally recognized expert on services management and marketing. His innovative thinking and writing in this book offer fresh insights on this timely topic."
—Stephen W. Brown, PhD, Carson Chair, Professor and Executive Director, Center for Services Leadership, W. P. Carey School of Business, Arizona State University.
"After three decades of contributions to services, Grönroos keeps pioneering the field. In this new edition he recognizes the dramatic changes in the perception of service that are in the making. It is a creative book which does not just list various service issues but adds the author’s personal touch to each of them."
—Professor Evert Gummesson, Stockholm University School of Business, Sweden
This fully updated third edition examines customer management in service competition and focuses on adopting a service logic in marketing. Christian Grönroos explains how to manage any organization as a service business, showing how to move closer to current and future customers. The service logic is all about customer focused management and service management, using current academic research and business practice to make organizations more successful.
Topics that have been updated for the new edition include:
- Service and relationship perspectives
- Service and relationship quality
- Service management principles
- Profitability and productivity in services
- Integrated marketing communication
- Relationship communication and branding in services
- Internal marketing and service culture.
- Why and how to transform a product-manufacturing firm into a service business.
About the Author
Christian Grönroos is Professor of Service and Relationship Marketing at the Hanken Swedish School of Economics and Business Administration, Finland. He is also the Chairman of the board of its research and knowledge centre CERS – Centre for Relationship Marketing and Service Management.
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.
Most helpful customer reviews
0 of 0 people found the following review helpful.
Terrible
By Surprise Person
This is probably the worst text book I've ever read. The writing is terrible. It reads like something that was written in a foreign language and then poorly translated. The sentences are extremely long winded without having much actual content.
3 of 8 people found the following review helpful.
A very good book
By G. LO
This is a very good book with a focus on service marketing. As I am in this field, I found the content very useful for my actual work.
Contents are very clear and easy to read.
1 of 6 people found the following review helpful.
horrible
By Matthew G. Rennie
Horrible garbage. Buzz word after buzz word. You will learn nothing. I could have written this book at the age of four with a list of buzz words and a thesaurus as well as utilizing random management concepts.
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