{"product_id":"service-management-and-marketing-9781118921449","title":"Service Management and Marketing","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eWritten 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.\u003c\/p\u003e \u003cp\u003eWith a wide base of examples, \u003ci\u003eChristian Grönroos\u003c\/i\u003e 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.\u003cbr\u003e\u003cbr\u003e\u003c\/p\u003e \u003cp\u003eThe 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:\u003c\/p\u003e \u003cp\u003e\u003ca href=\"https:\/\/www.youtube.co\u0026lt;br\"\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e1 The Service and Relationship Imperative: Managing in Service Competition\u003c\/p\u003e \u003cp\u003e2 The Nature of Services and Service Consumption, and its Customer Management Implications\u003c\/p\u003e \u003cp\u003e3 The Service Profit Logic and Service Management Principles\u003c\/p\u003e \u003cp\u003e4 Service and Relationship Quality\u003c\/p\u003e \u003cp\u003e5 Quality Management in Services\u003c\/p\u003e \u003cp\u003e6 Return on Service and Relationships\u003c\/p\u003e \u003cp\u003e7 Managing the Augmented Service Offering\u003c\/p\u003e \u003cp\u003e8 Managing Productivity in Service Organizations\u003c\/p\u003e \u003cp\u003e9 Managing Marketing or Customer-Focused Management\u003c\/p\u003e \u003cp\u003e10 Managing Integrated Marketing Communication and Relationship Communication\u003c\/p\u003e \u003cp\u003e11 Managing Brand Relationships and Image\u003c\/p\u003e \u003cp\u003e12 The Role of Social Media in Services Management\u003c\/p\u003e \u003cp\u003e13 Customer-focused Organization: Structure, Resources and Service Processes\u003c\/p\u003e \u003cp\u003e14 Managing Internal Marketing: A Prerequisite for Successful Customer Management\u003c\/p\u003e \u003cp\u003e15 Managing Service Culture: The Internal Service Imperative\u003c\/p\u003e \u003cp\u003e16 Transforming a Manufacturing Firm into a Service Business\u003c\/p\u003e \u003cp\u003e17 Conclusions: Managing Sevice and Relationships\u003c\/p\u003e\u003c\/a\u003e\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49406947295575,"sku":"9781118921449","price":54.1,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781118921449.jpg?v=1730497655","url":"https:\/\/bookcurl.com\/products\/service-management-and-marketing-9781118921449","provider":"Book Curl","version":"1.0","type":"link"}