Service Management and Marketing: Managing the Moments of Truth in Service CompetitionLexington Books, 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 |
Inhoudsopgave
The New Competition of the Service | 1 |
The Nature of Services and Service Quality | 25 |
Managing CustomerPerceived Service Quality | 49 |
Copyright | |
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Veelvoorkomende woorden en zinsdelen
achieved activities advertising approach aspects attitudes basic become behavior campaigns chapter communication competition concept concerning considered consumer consumption corporate costs course create culture customer relationships decisions delivery demand discussed easily economy effects efficiency employees example expectations experiences external Figure firm functional quality functions give going Grönroos impact important improve increasing industrial interactions internal marketing involved issue less manufacturing market communication marketing function means moments of truth Moreover nature needs negative offering operations organization organizational orientation package perceived perceived quality perceived service quality perception performance personnel persons physical planning positive present probably problems profit promises responsibility result sector service firms service management Service Offering service production service quality services marketing situations specific strategy structure successful tasks technical quality traditional types understand various
Bibliografische gegevens
| Titel | Service Management and Marketing: Managing the Moments of Truth in Service Competition Issues in organization and management series Lexington Books Maxwell Macmillan International editions Maxwell Macmillan International editions: Business & economics |
| Auteur | Christian Grönroos |
| Editie | geïllustreerd, herdruk |
| Uitgever | Lexington Books, 1990 |
| Oorspronkelijk uit | University of Minnesota |
| Gedigitaliseerd | 2 feb 2010 |
| ISBN | 0669200352, 9780669200355 |
| Lengte | 298 pagina's |
| Citatie exporteren | BiBTeX EndNote RefMan |