Synopses & Reviews
"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:
- Service and relationship perspectives
- Service and relationship quality
- Service management principles
- Profitability and productivity in services
- Integrated marketing communication
- Relationship communication and branding in services
- Internal marketing and service culture.
- Why and how to transform a product-manufacturing firm into a service business.
Review
"Gronroos presents the most scholarly and provocative examination of services marketing that I have seen in our literature. This book is guaranteed to challenge company ideas on how services should be managed and the role they play in defining a company's competitive strength and profitability. Gronroos continues as one of services marketing's most original thinkers.", Philip Kotler, Kellogg Graduate School of Management, , #"Gronroos is one of the world's foremost experts on this topic. This new book will be eagerly read by many.", Stephen W. Brown PhD, Edward M. Carson Chair in Services Marketing, Professor and Director, Center for Services Marketing and Management, Arizona State University#"'Service Management and Marketing' is exceptionally good! It is the most comprehensive and integrative textbook in the field. And the real icing on the cake is its unique customer relationship management perspective to service marketing.", Jagdish N. Sheth, Charles H. Kellstadt Professor of Marketing, Emory University#
Synopsis
A service can be defined as any activity or benefit that one party can offer to another which is essentially intangible and does not result in the ownership of anything. Services encompass a very wide range of activities e.g health care, education, tourism, insurance and finance. This is the second edition of a very successful book written by one of the leading writers and researchers in services marketing and management. The most important change in this new edition is a greater emphasis on the relationship approach to services marketing.
CONTENTS: The Service and Relationship Imperative: Managing in Service Competition; Managing Customer Relationships: An Alternative Paradigm in Management and Marketing; The Nature of Services and Service Consumption, And Its Marketing Consequences; Service And Relationship Quality; Quality Management in Services; Return on Services and Relationships; Managing the Augmented Service Offering; Principles of Service Management; Managing Service Productivity; Managing Marketing or Market-oriented Management; Managing Total Integrated Marketing Communication; Managing Brand Relationships and Image; Market-oriented Organization: Structure, Resources and Service Processes; Managing Internal Marketing; Managing Service Culture: The Internal Service Imperative; Conclusions.
Synopsis
"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:
* Service and relationship perspectives
* Service and relationship quality
* Service management principles
* Profitability and productivity in services
* Integrated marketing communication
* Relationship communication and branding in services
* Internal marketing and service culture.
* Why and how to transform a product-manufacturing firm into a service business.
Synopsis
"Gr?nroos presents the most scholarly and provocative examination of services marketing that I have seen in our literature. This book is guaranteed to challenge company ideas on how services should be managed and the role they play in defining a company's competitive strength and profitability. Gr?nroos continues as one of services marketing's most original thinkers."
Philip Kotler S.C Johnson Son Distinguished Professor of International Marketing, J. L. Kellog Graduate School of Management Northwestern University
"Gr?nroos is one of the world's foremost experts on this topic. This new book will be eagerly read by many."
Stephen W. Brown PhD Edward M. Carson Chair in Services Marketing, Professor and Director, Center for Services Marketing Management, Arizona State University
"Service Marketing and Management is exceptionally good! It is the most comprehensive and integrative textbook in the field. And the real icing on the cake is its unique customer relationship management perspective to service marketing."
Jagdish N. Sheth Charles H. Kellstadt Professor of Marketing, Emory University
About the Author
CHRISTIAN GR?NROOS 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 center CERS (Centre for Relationship Marketing and Service Management). He is also a former visiting professor at Arizone State University and a research fellow of its Center for Services Marketing 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.
Table of Contents
The Service and Relationship Imperative: Managing In Service Competition.
Managing Customer Relationships: An Alternative Paradigm in Management and Marketing.
The Nature of Services and Service Consumption, and its Marketing Consequences.
Service and Relationship Quality.
Quality Management in Services.
Return on Service and Relationships.
Managing the Augmented Service Offering.
Principles of Service Management.
Managing Service Productivity.
Managing Marketing or Market-oriented Management.
Managing Total Integrated Marketing Communication.
Managing Brand Relationships and Image.
Market-oriented Organization: Structure, Resources and Service Processes.
Managing Internal Marketing: A Prerequisite for Successfully Managing Customer Relationships.
Managing Service Culture: The Internal Service Imperative.
Conclusions: Managing Relationships and the Six Rules of Service.
Index.