Service Management and Marketing: Customer Management in Service Competition (Paperback)

by Christian Gronroos (Author)
Key Phrases: customer relationship lifecycle, augmented service offering, indirect relationship costs, New York, Harvard Business Review, International Journal of Service Industry Management (more...)

Editorial Reviews

Product 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.

From the Back Cover
"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.

See all Editorial Reviews

Product Details

• Paperback: 496 pages
• Publisher: Wiley; 3 edition (March 16, 2007)
• Language: English
• ISBN-10: 0470028629
• ISBN-13: 978-0470028629
• Product Dimensions: 9.1 x 7.3 x 1.1 inches
• Shipping Weight: 2 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)
• Amazon.com Sales Rank: #522,782 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars A very good book, September 25, 2008

By	G. LO (Fremont, CA) - See all my reviews (REAL NAME)

This is a very good book with a focus on service marketing. As I am in this field, I found the content very useful for my actual work.

Contents are very clear and easy to read.