Service Management and Marketing: Managing the Service Profit Logic

Description

Cover
Title page
Copyright page
Contents
Preface
1 The Service and Relationship Imperative: Managing in Service Competition
2 The Nature of Service 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 Service
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 Social Media in Service Management and Marketing Written by Johanna Gummerus
13 Customer-Focused Organization: Structure, Resources and Service Processes
14 People Management: Internal Marketing as 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 Service and Relationships

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