TY  - BOOK
AU  - Gronroos, Christian, 
TI  - Service management and marketing : : managing the service profit logic / 
SN  - 9781118921449
AV  - HD9980.5  .G776 2015
U1  - 658.8 
PY  - 2015///.
CY  - West Sussex, United Kingdom : 
PB  - John Wiley & Sons, 
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes index; Adult
N2  - "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
ER  -