This is the third edition of a very successful book written by one of the leading writers and researchers in services marketing and management. Alongside the greater emphasis on the relationship approach to services marketing, this book provides a thorough update of various researches from the services marketing and relationship marketing field. It also includes new material on service recovery along with an in depth discussion of the basic ground rules and objectives of marketing. Am The Service And Relationship Imperative: Managing In Service Competition Am Managing Customer Relationships: An Alternative Paradigm In Management And Marketing Am The Nature Of Services And Service Consumption, And Its Marketing Consequences Am Service And Relationship Quality Am Quality Management In Services Am Return On Service And Relationships Am Managing The Augmented Service Offering Am Service Management Principles Am Managing Productivity In Service Organizations Am Managing Marketing Or Market-Oriented Management Am Managing Integrated Marketing Communication And Total Communication Am Managing Brand Relationships And Image Am Customer-Focused Organization: Structure, Resources And Service Processes Am Managing Internal Marketing: A Prerequisite For Successful Customer Management Am Managing Service Culture: The Internal Service Imperative Am Transforming A Manufacturing Firm Into A Service Business Am Conclusions: Managing Services And RelationshipsThis is the third edition of a very successful book written by one of the leading writers and researchers in services marketing and management.
|Title||:||Service Management And Marketing: Customer Management In Service Competition, 3Rd Ed|
|Publisher||:||John Wiley & Sons - 2007-06-01|