| 000 -LEADER |
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| fixed length control field |
02101cam a22003378a 4500 |
| FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
150225s2015 pau 001 0 eng |
| LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2015005386 |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781118921449 |
| CATALOGING SOURCE |
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| Original cataloging agency |
DLC |
| Language of cataloging |
eng |
| Transcribing agency |
DLC |
| AUTHENTICATION CODE |
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| Authentication code |
pcc |
| LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HD9980.5 |
| Item number |
.G776 2015 |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.8 |
| Edition number |
23 |
| SYSTEM CONTROL NUMBER |
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| System control number |
(IMchF)fol15601498 |
| DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20170126101220.0 |
| CONTROL NUMBER |
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| control field |
64880 |
| CONTROL NUMBER IDENTIFIER |
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| control field |
UOWD |
| MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Grönroos, Christian, |
| Dates associated with a name |
1947- |
| TITLE STATEMENT |
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| Title |
Service management and marketing : |
| Remainder of title |
managing the service profit logic |
| Statement of responsibility, etc |
Christian Grönroos |
| EDITION STATEMENT |
|---|
| Edition statement |
4th ed. |
| PROJECTED PUBLICATION DATE |
|---|
| Projected publication date |
1506 |
| PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication, distribution, etc |
West Sussex, UK : |
| Name of publisher, distributor, etc |
Wiley, |
| Date of publication, distribution, etc |
c2015. |
| PHYSICAL DESCRIPTION |
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| Extent |
ix, 522 p. : |
| Other physical details |
ill. ; |
| Dimensions |
24 cm. |
| GENERAL NOTE |
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| General note |
Includes index. |
| FORMATTED CONTENTS NOTE |
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| Formatted contents note |
The service and relationship imperative : managing in service competition -- The nature of service and service consumption, and its customer management implications -- The service profit logic and service management principles -- Service and relationship quality. |
| STUDY PROGRAM INFORMATION NOTE |
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| Program name |
MARK270 |
| SUMMARY, ETC. |
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| Summary, etc |
Written by a leading pioneer in the field, the revised and updated fourth edition of this successful text examines service management and management in service competition from the point of view of the service profit logic. It focuses on adopting service logic in the management of service firms as well as of product manufacturers which want to become service providers. With a wide base of examples, Christian Grönroos draws on decades of experience to explain how to manage any organization as a service business and move closer to current and future customers. Service logic and service management are all about customer-focused outside-in management, using current academic research and business practice to make organizations more successful in the service-based economy. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Marketing |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Customer services |
| ADDITIONAL PHYSICAL FORM ENTRY |
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| Display text |
Online version: |
| Main entry heading |
Grönroos, Christian, 1947- |
| Title |
Service management and marketing |
| Edition |
Fourth edition. |
| Place, publisher, and date of publication |
Hershey, PA : John Wiley & Sons, Inc., [2015] |
| International Standard Book Number |
9781119092858 |
| Record control number |
(DLC) 2015008110 |
| ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
REGULAR |