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Service Management and Marketing: Managing the Service Profit Logic

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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 Relationship
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
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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Availability

5555130484

658.8 GRO s

Pusat (Sirkulasi)

Available

Detail Information

Series Title

-

Call Number

658.8 GRO s

Publisher

Chichester : John Wiley & Sons., 2015

Collation

ix, 522p., Illust., Biblio. Index. 18 x 23 cm

Language

English

ISBN/ISSN

978-1-118-92144-9

Classification

658.8

Content Type

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Media Type

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Carrier Type

-

Edition

4

Subject(s)

SERVICE INDUSTRIES - MARKETING
CUSTOMER SERVICES

Specific Detail Info

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Statement of Responsibility

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