Service Management and Marketing: Managing the Service Profit Logic

Christian Gronroos

ISBN 10: 1118921445 / ISBN 13: 9781118921449

Published by John Wiley & Sons Inc, 2016

About this Item

2016. 4th Edition. Paperback. * This text examines why managing the marketing function has become a responsibility for top-level executives; and why the total marketing function is spread throughout the organization and executing marketing has become a responsibility for practically everyone. Num Pages: 536 pages. BIC Classification: KJS. Category: (P) Professional & Vocational. Dimension: 237 x 189 x 22. Weight in Grams: 860. . . . . . Books ship from the US and Ireland.

Seller Inventory # V9781118921449

Bibliographic Details

• Title: Service Management and Marketing: Managing the Service Profit Logic
• Publisher: John Wiley & Sons Inc
• Publication Date: 2016
• Language: English
• ISBN 10: 1118921445
• ISBN 13: 9781118921449
• Binding: Soft cover
• Edition: 4th Edition
• Condition: New

About this title

Synopsis

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.

The author has created a unique set of YouTube video lectures, one per chapter, to enhance the chapter topics and further bring the concepts to life: 

https://www.youtube.com/watch?v=Ok5aU-aB3VI&list=PLGI2ZA6GM9FsuxR0RV9VATJjLfPEzQVh-

 

About the Author

Christian Gronroos is Professor of Service and Relationship Marketing at the Hanken Swedish School of Economics and Business Administration, Finland, where he is chair of the research centre CERS (Centre for Relationship Marketing and Service Management). He is also a former visiting Professor at Arizona State University and a research fellow of its Centre for Services Marketing and Management. He has received the American Marketing Association's Award for Lifetime Contribution to the services field and has been involved in executive education in Europe, North America, Latin America, Asia (including mainland China), Australia and New Zealand.