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2 The Nature of Services and Service Consumption, and its Customer Management Implications
3 The Service Profit Logic and Service Management Principles
4 Service and Relationship Quality
5 Quality Management in Services
6 Return on Service and Relationships
7 Managing the Augmented Service Offering
8 Managing Productivity in Service Organizations
9 Managing Marketing or Customer-Focused Management
10 Managing Integrated Marketing Communication and Relationship Communication
11 Managing Brand Relationships and Image
12 The Role of Social Media in Services Management
13 Customer-focused Organization: Structure, Resources and Service Processes
14 Managing Internal Marketing: A Prerequisite for Successful Customer Management
15 Managing Service Culture: The Internal Service Imperative
16 Transforming a Manufacturing Firm into a Service Business
17 Conclusions: Managing Sevice and Relationships
2 The Nature of Services and Service Consumption, and its Customer Management Implications
3 The Service Profit Logic and Service Management Principles
4 Service and Relationship Quality
5 Quality Management in Services
6 Return on Service and Relationships
7 Managing the Augmented Service Offering
8 Managing Productivity in Service Organizations
9 Managing Marketing or Customer-Focused Management
10 Managing Integrated Marketing Communication and Relationship Communication
11 Managing Brand Relationships and Image
12 The Role of Social Media in Services Management
13 Customer-focused Organization: Structure, Resources and Service Processes
14 Managing Internal Marketing: A Prerequisite for Successful Customer Management
15 Managing Service Culture: The Internal Service Imperative
16 Transforming a Manufacturing Firm into a Service Business
17 Conclusions: Managing Sevice and Relationships
| Erscheinungsjahr: | 2015 |
|---|---|
| Fachbereich: | Werbung & Marketing |
| Genre: | Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Inhalt: | 536 S. |
| ISBN-13: | 9781118921449 |
| ISBN-10: | 1118921445 |
| Sprache: | Englisch |
| Einband: | Kartoniert / Broschiert |
| Autor: | Grönroos, Christian |
| Auflage: | 4/2015 |
| wiley-vch gmbh: | Wiley-VCH GmbH |
| Verantwortliche Person für die EU: | Wiley-VCH GmbH, Boschstr. 12, D-69469 Weinheim, product-safety@wiley.com |
| Maße: | 235 x 186 x 20 mm |
| Von/Mit: | Christian Grönroos |
| Erscheinungsdatum: | 10.07.2015 |
| Gewicht: | 0,853 kg |
| Erscheinungsjahr: | 2015 |
|---|---|
| Fachbereich: | Werbung & Marketing |
| Genre: | Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Inhalt: | 536 S. |
| ISBN-13: | 9781118921449 |
| ISBN-10: | 1118921445 |
| Sprache: | Englisch |
| Einband: | Kartoniert / Broschiert |
| Autor: | Grönroos, Christian |
| Auflage: | 4/2015 |
| wiley-vch gmbh: | Wiley-VCH GmbH |
| Verantwortliche Person für die EU: | Wiley-VCH GmbH, Boschstr. 12, D-69469 Weinheim, product-safety@wiley.com |
| Maße: | 235 x 186 x 20 mm |
| Von/Mit: | Christian Grönroos |
| Erscheinungsdatum: | 10.07.2015 |
| Gewicht: | 0,853 kg |
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