Image of Service Management and Marketing: Managing the Service Profit Logic

Text

Service Management and Marketing: Managing the Service Profit Logic



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


Availability

5555130484658.8 GRO sPusat (Sirkulasi)Available

Detail Information

Series Title
-
Call Number
658.8 GRO s
Publisher John Wiley & Sons : Chichester.,
Collation
ix, 522p., Illust., Biblio. Index. 18 x 23 cm
Language
English
ISBN/ISSN
978-1-118-92144-9
Classification
658.8
Content Type
-
Media Type
-
Carrier Type
-
Edition
4
Subject(s)
Specific Detail Info
-
Statement of Responsibility

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No other version available




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