Service management and marketing customer management in service competition 3rd ed k narasimhan the university of bolton uk managing service quality an international journal. Service management and marketing customer management in service competition 3rd edition wiley professor gronroos 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. This fully updated third edition examines customer management in service competition and focuses on adopting a service logic in marketing christian gronroos 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 . Preface vii 1 the service and relationship imperative managing in service competition 1 2 managing customer relationships an alternative paradigm in management and marketing 23 3 the nature of services and service consumption and its marketing consequences 51 4 service and relationship quality 71 5 quality management in services 111 6 return on service and relationships 141 7 managing the . Request pdf on jan 1 2007 christian gronroos published service management and marketing customer management in service competition find read and cite all the research you need on
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