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.
"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:
Service Management and Marketing Filed under: marketing, service marketing, service management, scad.  | Rate this book |
