Christian Gronroos - Service Management and Marketing : Customer Management in Service Competition read online FB2, EPUB, DOC
9781118921449 English 1118921445 This new edition of a very successful book written by one of theleading writers and researchers in services marketing andmanagement. Christian Grönroos develops amarket-oriented management approach and shows how the competitiveadvantage of a company can be built upon customer relationships. The text is based on international research and is geared to theNordic School of marketing thought which is based on the notionthat marketing decisions cannot be separated from overallmanagement and the management of other business functions., Written by a leading pioneer in the field, the revised and updated fourth edition of this successful text examines service management and management in service competition from the point of view of the service profit logic. It focuses on adopting service logic in the management of service firms as well as of product manufacturers which want to become service providers. With a wide base of examples, Christian Grönroos draws on decades of experience to explain how to manage any organization as a service business and move closer to current and future customers. Service logic and service management are all about customer-focused outside-in management, using current academic research and business practice to make organizations more successful in the service-based economy.
9781118921449 English 1118921445 This new edition of a very successful book written by one of theleading writers and researchers in services marketing andmanagement. Christian Grönroos develops amarket-oriented management approach and shows how the competitiveadvantage of a company can be built upon customer relationships. The text is based on international research and is geared to theNordic School of marketing thought which is based on the notionthat marketing decisions cannot be separated from overallmanagement and the management of other business functions., Written by a leading pioneer in the field, the revised and updated fourth edition of this successful text examines service management and management in service competition from the point of view of the service profit logic. It focuses on adopting service logic in the management of service firms as well as of product manufacturers which want to become service providers. With a wide base of examples, Christian Grönroos draws on decades of experience to explain how to manage any organization as a service business and move closer to current and future customers. Service logic and service management are all about customer-focused outside-in management, using current academic research and business practice to make organizations more successful in the service-based economy.