"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:
"synopsis" may belong to another edition of this title.
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.
"About this title" may belong to another edition of this title.
Book Description Book Condition: New. Brand new book. This is an international edition textbook with identical content as the US version. We ship all our orders from CA/IL, USA (depending on your address) and NOT from Asia! Choose expedited shipping for superfast delivery with tracking. Bookseller Inventory # 9780470028629
Book Description Wiley, 2007. Soft cover. Book Condition: New. International Edition. 496pp. Book cover and ISBN different from US edition. Territorial Restrictions maybe printed on the book. This is an international edition. Bookseller Inventory # 327272
Book Description Wiley. Book Condition: New. 0470028629 This is an International Edition. Brand New, Paperback, Delivery within 6-14 business days, Similar Contents as U.S Edition, ISBN and Cover design may differ, printed in Black & White. Choose Expedited shipping for delivery within 3-8 business days. We do not ship to PO Box, APO , FPO Address. In some instances, subjects such as Management, Accounting, Finance may have different end chapter case studies and exercises. International Edition Textbooks may bear a label "Not for sale in the U.S. or Canada" and "Content may different from U.S. Edition" - printed only to discourage U.S. students from obtaining an affordable copy. The U.S. Supreme Court has asserted your right to purchase international editions, and ruled on this issue. Access code/CD is not provided with these editions , unless specified. We may ship the books from multiple warehouses across the globe, including India depending upon the availability of inventory storage. Customer satisfaction guaranteed. Bookseller Inventory # HU_9780470028629
Book Description Softcover. Book Condition: New. 3rd edition. Brand NEW, Paperback International Edition. Black & White or color, Cover and ISBN may be different but similar contents as US editions. Standard delivery takes 5-9 business days by USPS with tracking number. Choose expedited shipping for superfast delivery 2-4 business days by DHL/FEDEX. We also ship to PO Box addresses but by Standard delivery. International Edition Textbooks may bear a label -Not for sale in the U.S. or Canada- etc. printed only to discourage U.S. students from obtaining an affordable copy. Legal to use despite any disclaimer on cover as per US court. No access code or CD included unless specified. In some instances, the international textbooks may have different exercises at the end of the chapters. Printed in English. We may ship the books from multiple warehouses across the globe, including India depending upon the availability of inventory storage. 100% Customer satisfaction guaranteed! Please feel free to contact us for any queries. Bookseller Inventory # LPBD3126862
Book Description Wiley. PAPERBACK. Book Condition: New. 0470028629 New ,International edition , softcover ,Same text as US edition , ISBN /Cover may be different , Ready to ship, 5-8 business days worldwide delivery. Bookseller Inventory # INFFGM1027
Book Description Wiley. PAPERBACK. Book Condition: New. 0470028629 We ship from India. PAPERBACK INTERNATIONAL EDITION Brand New Copy. The ISBN-13 or Cover might be different but content is extactly same. We deliver in 5 - 9 days and actively resolve customer issues. Bookseller Inventory # 0470028629-ABAB
Book Description Paperback. Book Condition: NEW. This is an International Edition. Brand New Paperback- Same Title Author and Edition as listed. ISBN and Cover design differs. Similar Contents as U.S Edition. Delivery within 3-7 business days ACROSS THE GLOBE. We can ship to PO Box address in US. International Edition Textbooks may bear a label "Not for sale in the U.S. or Canada" or "For sale in Asia only" or similar restrictions- printed only to discourage students from obtaining an affordable copy. US Court has asserted your right to buy and use International edition. Access code/CD may not provided with these editions. We may ship the books from multiple warehouses across the globe including Asia depending upon the availability of inventory. Printed in English. Customer satisfaction guaranteed. Choose expedited shipping for Express delivery. Tracking number provided for every order. Bookseller Inventory # RU_9780470028629
Book Description Book Condition: Brand New. PAPERBACK,Book Condition New, International Edition. We Do not Ship APO FPO AND PO BOX. Cover Image & ISBN may be different from US edition but contents as US Edition. Printing in English language.NO CD AND ACCESS CODE. Quick delivery by USPS/UPS/DHL/FEDEX/ARAMEX ,Customer satisfaction guaranteed. We may ship the books from Asian regions for inventory purpose. Bookseller Inventory # ABE*SBC*##7170
Book Description Soft cover. Book Condition: New. NEW - International Edition - ISBN 9788126512874 - Same Contents as in US edition - in english - 3ed - - SHRINKwrapped BOXpacked - Printed in Asia - Cover image is different from US edition - There is no CD or Access Code, unless specified above - Ships from various locations - Expedited 2 to 4 day Delivery option available -Standard shipping takes 5 to 10 business days - Tracking number is emailed for every order -You get same study contents at a fraction of US edition cost - Save Hard earned money. Bookseller Inventory # W94
Book Description Paperback. Book Condition: New. Softcover Book, New Condition, Fast Shipping. Ready in Stock. 3rd Edition. [Please Read Carefully Before Buying], This Is An International Edition. Printed In Black and White. 496 pages, Book Cover And ISBN No May Be Different From US Edition. Restricted Sales Disclaimer Wordings Not For Sales In USA And Canada May Be Printed On The Cover Of The Book. Standard Shipping 7-14 Business Days. Expedited Shiping 4-8 Business Days. ***WE DO NOT ENTERTAIN BULK ORDERS.*** The Books May Be Ship From Overseas For Inventory Purpose. Bookseller Inventory # 390501