Service Management and Marketing: Managing the Moments of Truth in Service Competition

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Lexington Books, 1 jan. 1990 - 298 pagina's
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

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Inhoudsopgave

The New Competition of the Service
1
2 The Nature of Services and Service Quality
25
Managing Total Market Communication and Image
155
Copyright

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Over de auteur (1990)

Christian Gronroos is Professor of Service and Relationship Marketing at the Hanken Swedish School of Economics and Business Administration, Finland. He is also the Chairman of the board of its research and knowledge centre CERS - Centre for Relationship Marketing and Service Management.
Professor Gronroos' visiting professor or visiting scholar associations include Arizona State University, Stanford University, Lund University and Karlstad University, Sweden, University of Auckland, New Zealand, Nankai University, P.R.China, and Thammasat University, Thailand.

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