Service management and marketing :
Gronroos, Christian, 1947-
Service management and marketing : managing the service profit logic / Christian Gronroos. - Wiley Custom edition 4E - ix, 522 pages ; 24 cm
Includes index
"The book is about the service perspective in business, that is, how to adopt service logic in management, regardless of whether the core of the offering is a service or a physical product. It is a how-to-think rather than a how-to-do book. Therefore, it is not a traditional textbook with all usual chapters. It is intended to help readers - students and practitioners alike - to realize the importance of service in today's competitive environment, and to see the opportunities for creating and maintaining a sustainable competitive advantage in any kind of market. The term service management is used for this new attitude to management and the new theories and models that go with it. This is what this book is all about." --Preface
Adult
Text in English
9781118921449
Service industries--Marketing.
Customer services.
HD9980.5 / .G776 2015
658.8 / .G876 2015
Service management and marketing : managing the service profit logic / Christian Gronroos. - Wiley Custom edition 4E - ix, 522 pages ; 24 cm
Includes index
"The book is about the service perspective in business, that is, how to adopt service logic in management, regardless of whether the core of the offering is a service or a physical product. It is a how-to-think rather than a how-to-do book. Therefore, it is not a traditional textbook with all usual chapters. It is intended to help readers - students and practitioners alike - to realize the importance of service in today's competitive environment, and to see the opportunities for creating and maintaining a sustainable competitive advantage in any kind of market. The term service management is used for this new attitude to management and the new theories and models that go with it. This is what this book is all about." --Preface
Adult
Text in English
9781118921449
Service industries--Marketing.
Customer services.
HD9980.5 / .G776 2015
658.8 / .G876 2015