service management and marketing

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Service Management And Marketing

Author : Christian Grönroos
ISBN : UCSC:32106018657988
Genre : Business & Economics
File Size : 58. 98 MB
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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.

Service Management And Marketing Customer Management In Service Competition 3rd Ed

Author : Christian Grönroos
ISBN : 8126512873
Genre :
File Size : 32. 25 MB
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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

Service Management And Marketing

Author : Christian Gronroos
ISBN : 1118921445
Genre : Customer services
File Size : 66. 32 MB
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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.

Strategic Management And Marketing In The Service Sector

Author : Christian Grönroos
ISBN : 9144439113
Genre : Marketing
File Size : 42. 24 MB
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Services Management And Marketing

Author : Source Wikipedia
ISBN : 1230585109
Genre :
File Size : 81. 33 MB
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Please note that the content of this book primarily consists of articles available from Wikipedia or other free sources online. Pages: 40. Chapters: Advanced 365, Application service provider, Automated attendant, Business service provider, Contact Telecom, Controlled phased launch, Customer experience, Customer experience systems, Emailvision, Employee experience management, Freightgate, Functional branding, Industrialization of services business model, Integrated customer management, Internet hosting service, IP-managed VAS, Managed Print Services, Managed services, Night service, Quality (business), Queueing theory, Reverse bounty, Services marketing, Service (economics), Service climate, Service delivery framework, Service design, Service dominant logic (marketing), Service economy, Service mark, Service science, management and engineering, Service science and engineering, Service system, Shared services, Software as a service, Suggestion box, The Experience Economy, TinderBox (proposal software), Viable systems approach.

Tourism Marketing

Author : Eric Laws
ISBN : 0826453368
Genre : Business & Economics
File Size : 48. 47 MB
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An innovative and practical textbook from one of the major names in academic tourism, it focuses on the huge importance of good marketing within the tourism industry by explaining why it is important and then demonstrating how it can be done. Divided into two parts, this textbook takes the student through the underlying principles of marketing in tourism, with the second part of the book consists of eleven short case studies, which look at marketing in a wide range of tourism settings.

Trade Marketing And Service Management

Author : Roberta Sebastiani
ISBN : 130730043X
Genre : Business & Economics
File Size : 25. 58 MB
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Product And Services Management

Author : George Avlonitis
ISBN : 9781446223222
Genre : Business & Economics
File Size : 83. 43 MB
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`A text that successfully bridges the gap between academic theorizing and practitioner applicability because it uses multiple real-world examples/mini-cases of management techniques to illustrate the well-researched academic theoretical foundations of the book' - Creativity and Innovation Management `A complete and useful treatment of the domain of product and service decisions. This book is unique in its treatment, dealing with product and service portfolio evaluation, new product/service development and product/service elimination in an integrated manner. Enlivened by many mini-cases, the book provides a soup-to-nuts approach that will prove very attractive for students and be a valuable reference for managers as well. Highly recommended' - Gary L Lilien, Distinguished Research Professor of Management Science, Penn State University `Product and Services Management (PSM) is a welcome, up to date summary of the key issues facing firms in developing and refreshing their portfolios. The examples and cases bring the academic arguments clearly into focus and demonstrate the crucial role of PSM in leading the overall strategy of the firm' - Professor Graham Hooley, Senior Pro-Vice-Chancellor, Aston University, Birmingham `Managers responsible for and students interested in product portfolio decisions previously had to consult several sources for obtaining up-to-date information; books on new product development, articles on service development, readers on product management, and frameworks for product evaluation and termination. With the book Product and Services Management the reader obtains four-in-one. Avlonitis and Papastathopoulou reveal in a compelling and comprehensive manner why product decisions are the cornerstone of modern marketing and business, and illustrate the theory with numerous mini-cases from Europe and elsewhere. A must read for everyone with a passion for products' - Dr Erik Jan Hultink, Professor of New Product Marketing, Delft University of Technology This book provides a holistic approach to the study of product and services management. It looks at the key milestones within a product's or service life cycle and considers in detail three crucial areas within product management, namely product/service portfolio evaluation, new product/service development and product/service elimination. Based on research conducted in Europe and North America, this book includes revealing cases studies that will help students make important connections between theory and practice. The pedagogical features provided in each chapter include chapter introduction, summary, questions and a further reading section. Additional material for instructors include PowerPoint slides and indicative answers to each chapter's questions. This book is written for undergraduate and postgraduate students of business administration who are pursuing courses in marketing, product portfolio management, new product development and product policy.

Management And Marketing Of Services

Author : Peter Mudie
ISBN : 9781136386466
Genre : Business & Economics
File Size : 68. 43 MB
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This second edition of The Management and Marketing of Services builds on the success of the first edition and now includes increased coverage of many key areas, extensive examples and case studies. This second edition looks closely at relationship marketing and public sector issues as well as providing expanded sections on: the definition of services, expectations, competitive advantage, pricing of services, segmentation/positioning of services, the service encounter and service employees. The Management and Marketing of Services is a highly accessible text ideal for practitioners and students looking for a comprehensive treatment of this subject area.

Services Marketing And Management

Author : Audrey Gilmore
ISBN : 0761941584
Genre : Business & Economics
File Size : 27. 46 MB
Format : PDF, ePub
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This text provides an overview of the characteristics and underlying principles of delivering services in today's marketplace, and places these issues in the context of the frameworks and activities of various types of organization, such as financial services, tourism, charities and museums.

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