Service Management And Marketing: Customer Management In Service Competition, 3Rd Ed PDF Download
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Author: Christian Grönroos
Publisher: John Wiley & Sons
ISBN: 9788126512874
Category :
Languages : en
Pages : 500
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Book Description
This is the third edition of a very successful book written by one of the leading writers and researchers in services marketing and management. Alongside the greater emphasis on the relationship approach to services marketing, this book provides a thorough update of various researches from the services marketing and relationship marketing field. It also includes new material on service recovery along with an in depth discussion of the basic ground rules and objectives of marketing. · 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 · Service Management Principles · Managing Productivity In Service Organizations · Managing Marketing Or Market-Oriented Management · Managing Integrated Marketing Communication And Total Communication · Managing Brand Relationships And Image · Customer-Focused Organization: Structure, Resources And Service Processes · Managing Internal Marketing: A Prerequisite For Successful Customer Management · Managing Service Culture: The Internal Service Imperative · Transforming A Manufacturing Firm Into A Service Business · Conclusions: Managing Services And Relationships
Author: Christian Grönroos
Publisher: John Wiley & Sons
ISBN: 9788126512874
Category :
Languages : en
Pages : 500
Get Book Here
Book Description
This is the third edition of a very successful book written by one of the leading writers and researchers in services marketing and management. Alongside the greater emphasis on the relationship approach to services marketing, this book provides a thorough update of various researches from the services marketing and relationship marketing field. It also includes new material on service recovery along with an in depth discussion of the basic ground rules and objectives of marketing. · 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 · Service Management Principles · Managing Productivity In Service Organizations · Managing Marketing Or Market-Oriented Management · Managing Integrated Marketing Communication And Total Communication · Managing Brand Relationships And Image · Customer-Focused Organization: Structure, Resources And Service Processes · Managing Internal Marketing: A Prerequisite For Successful Customer Management · Managing Service Culture: The Internal Service Imperative · Transforming A Manufacturing Firm Into A Service Business · Conclusions: Managing Services And Relationships
Author: Christian Gronroos
Publisher: Wiley
ISBN: 9780470028629
Category : Business & Economics
Languages : en
Pages : 496
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Book Description
"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
Author: Christian Grönroos
Publisher: Jossey-Bass
ISBN:
Category : Business & Economics
Languages : en
Pages : 320
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Book Description
Gronroos (international and industrial marketing, Swedish School of Economics and Business Administration in Finland) examines the nature of market-oriented management and analyzes the impact that service- dominated competition has had and will continue to have on management thinking and decision making. He includes practical advice on how to cope with specific situations relative to the consumptive process. Annotation copyrighted by Book News, Inc., Portland, OR
Author: Christian Gronroos
Publisher: John Wiley & Sons
ISBN: 9781118921449
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
Written by a leading pioneer in the field, the revised and updated fourth edition of this successful text examines service management and management in service competition from the point of view of the service profit logic. It focuses on adopting service logic in the management of service firms as well as of product manufacturers which want to become service providers. With a wide base of examples, Christian Grönroos draws on decades of experience to explain how to manage any organization as a service business and move closer to current and future customers. Service logic and service management are all about customer-focused outside-in management, using current academic research and business practice to make organizations more successful in the service-based economy. The author has created a unique set of YouTube video lectures, one per chapter, to enhance the chapter topics and further bring the concepts to life: https://www.youtube.com/watch?v=Ok5aU-aB3VI&list=PLGI2ZA6GM9FsuxR0RV9VATJjLfPEzQVh-
Author: Harry Bouwman
Publisher: Springer Science & Business Media
ISBN: 3540792384
Category : Business & Economics
Languages : en
Pages : 329
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Book Description
Modern economies depend on innovation in services for their future growth. Service innovation increasingly depends on information technology and digitization of information processes. Designing new services is a complex matter, since collaboration with other companies and organizations is necessary. Service innovation is directly related to business models that support these services, i.e. services can only be successful in the long run with a viable business model that creates value for its customers and providers. This book presents a theoretically grounded yet practical approach to designing viable business models for electronic services, including mobile ones, i.e. the STOF model and – based on it – the STOF method. The STOF model provides a ‘holistic’ view on business models with four interrelated perspectives, i.e., Service, Technology, Organization and Finance. It elaborates on critical design issues that ultimately shape the business model and drive its viability.
Author: Christian Grönroos
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 412
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Book Description
In examining the new rules of service competition, the author discusses what important issues constitute the three levels of internal marketing, the four basic strategy options, and the five rules of service.
Author: Kirsty Strokosch
Publisher: Routledge
ISBN: 0429820844
Category : Business & Economics
Languages : en
Pages : 210
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Book Description
Co-production occurs when citizens actively participate in the design and delivery of public services. The concept and its practice are of increasing interest among policymakers, public service managers and academics alike, with co-production often being described as a revolutionary solution to public service reform. Public Service Management and Asylum: Co-production, Inclusion and Citizenship offers a comprehensive exploration of co-production from the public administration and service management perspectives. In doing so, it discusses the importance of both streams of literature in providing a holistic understanding of the concept, and based on this integration, it offers a model which differentiates co-production on five levels. The first three refer to the role of the public service user in the design and delivery of services (co-construction, participative co-production and co-design) and the other two focus on inter-organisational relationships (co-management and co-governance). This model is applied to the case of asylum seekers in receipt of social welfare benefits in Scotland to explore the implications for social inclusion and citizenship. It argues that as public service users, asylum seekers will always play an active role in the process of service production and while co-production does not provide asylum seekers with legal citizenship status, if offers an opportunity for asylum seekers to act like citizens and supports their inclusion into society. It will be of interest to researchers, academics, policymakers, public services managers, and students in the fields of public management, public administration, organizational studies.
Author: Maria Maleshkova
Publisher: Springer Nature
ISBN: 3030581829
Category : Computers
Languages : en
Pages : 227
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Book Description
This book presents the main theoretical foundations behind smart services as well as specific guidelines and practically proven methods on how to design them. Furthermore, it gives an overview of the possible implementation architectures and shows how the designed smart services can be realized with specific technologies. Finally, it provides four specific use cases that show how smart services have been realized in practice and what impact they have within the businesses. The first part of the book defines the basic concepts and aims to establish a shared understanding of terms, such as smart services, service systems, smart service systems or cyber-physical systems. On this basis, it provides an analysis of existing work and includes insights on how an organization incorporating smart services could enhance and adjust their management and business processes. The second part on the design of smart services elaborates on what constitutes a successful smart service and describes experiences in the area of interdisciplinary teams, strategic partnerships, the overall service systems and the common data basis. In the third part, technical reference architectures are presented in detail, encompassing topics on the design of digital twins in cyber physical systems, the communication between entities and sensors in the age of Industry 4.0 as well as data management and integration. The fourth part then highlights a number of analytical possibilities that can be realized and that can constitute or be part of smart services, including machine learning and artificial intelligence methods. Finally, the applicability of the introduced design and development method is demonstrated by considering specific real-world use cases. These include services in the industrial and mobility sector, which were developed in direct cooperation with industry partners. The main target audience of this book is industry-focused readers, especially practitioners from industry, who are involved in supporting and managing digital business. These include professionals working in business development, product management, strategy, and development, ranging from middle management to Chief Digital Officers. It conveys all the basics needed for developing smart services and successfully placing them on the market by explaining technical aspects as well as showcasing practical use cases.
Author: Chris Cooper
Publisher: SAGE
ISBN: 1526444496
Category : Business & Economics
Languages : en
Pages : 1629
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Book Description
The SAGE Handbook of Tourism Management is a critical, authoritative review of tourism management, written by leading international thinkers and academics in the field. Arranged over two volumes, the chapters are framed as critical synoptic pieces covering key developments, current issues and debates, and emerging trends and future considerations for the field. The two volumes focus in turn on the theories, concepts and disciplines that underpin tourism management in volume one, followed by examinations of how those ideas and concepts have been applied in the second volume. Chapters are structured around twelve key themes: Volume One Part One: Researching Tourism Part Two: Social Analysis Part Three: Economic Analysis Part Four: Technological Analysis Part Five: Environmental Analysis Part Six: Political Analysis Volume Two Part One: Approaching Tourism Part Two: Destination Applications Part Three: Marketing Applications Part Four: Tourism Product Markets Part Five: Technological Applications Part Six: Environmental Applications This handbook offers a fresh, contemporary and definitive look at tourism management, making it an essential resource for academics, researchers and students.
Author: Su Mi Dahlgaard-Park
Publisher: SAGE Publications
ISBN: 1483346358
Category : Business & Economics
Languages : en
Pages : 992
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Book Description
Society, globally, has entered into what might be called the “service economy.” Services now constitute the largest share of GDP in most countries and provide the major source of employment in both developed and developing countries. Services permeate all aspects of peoples’ lives and are becoming inseparable from most aspects of economic activity. “Quality management” has been a dominating managerial practice since World War II. With quality management initially associated with manufacturing industries, one might assume the relevance of quality management might decrease with the emergence of the service economy. To the contrary, the emergence of the service economy strengthened the importance of quality issues, which no longer are associated only with manufacturing industries but are increasingly applied in all service sectors, as well. Today, we talk not only about product or service quality but have even expanded the framework of quality to quality of life and quality of environment. Thus, quality and services have emerged in parallel as closely interrelated fields. The Encyclopedia of Quality and the Service Economy explores such relevant questions as: What are the characteristics, nature, and definitions of quality and services? How do we define quality of products, quality of services, or quality of life? How are services distinguished from goods? How do we measure various aspects of quality and services? How can products and service quality be managed most effectively and efficiently? What is the role of customers in creation of values? These questions and more are explored within the pages of this two-volume, A-to-Z reference work.
