000			01885nam a22002177a 4500
999			_c14 _d14
005			20211018160041.0
008			190823b ||||| |||| 00| 0 eng d
020			_a9788126512874
082			_a658.8 _bGRO
100			_aGronroos, Christian _9330
245			_aService management and marketing: customer management in service competition
250			_a3rd
260			_bWiley India Pvt. Ltd. _aNew Delhi _c2016
300			_ax, 483 p.
365			_aINR _b729.00
504			_aTable of Content The Service And Relationship Imperative: Managing In Service Competition · Managing Customer Relationships: An Alternative Paradigm In Management And Marketing · The Nature Of Services And Service Consumption, And Its Marketing Consequences · Service And Relationship Quality · Quality Management In Services · Return On Service And Relationships · Managing The Augmented Service Offering · Service Management Principles · Managing Productivity In Service Organizations · Managing Marketing Or Market-Oriented Management · Managing Integrated Marketing Communication And Total Communication · Managing Brand Relationships And Image · Customer-Focused Organization: Structure, Resources And Service Processes · Managing Internal Marketing: A Prerequisite For Successful Customer Management · Managing Service Culture: The Internal Service Imperative · Transforming A Manufacturing Firm Into A Service Business · Conclusions: Managing Services And Relationships
520			_aThe book contains fully updated 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.
650			_aService industries--Marketing _9331
650			_aCustomer services _9332
942			_2ddc _cBK