000			02101cam a22003378a 4500
008			150225s2015 pau 001 0 eng
010			_a 2015005386
020			_a9781118921449
040			_aDLC _beng _cDLC
042			_apcc
050	0	0	_aHD9980.5 _b.G776 2015
082	0	0	_a658.8 _223
100	1		_aGrönroos, Christian, _d1947-
245	1	0	_aService management and marketing : _bmanaging the service profit logic _cChristian Grönroos
250			_a4th ed.
263			_a1506
260			_aWest Sussex, UK : _bWiley, _cc2015.
300			_aix, 522 p. : _bill. ; _c24 cm.
500			_aIncludes index.
505	0		_aThe 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.
650		0	_aService industries _xMarketing
650		0	_aCustomer services
776	0	8	_iOnline version: _aGrönroos, Christian, 1947- _tService management and marketing _bFourth edition. _dHershey, PA : John Wiley & Sons, Inc., [2015] _z9781119092858 _w(DLC) 2015008110
035			_a(IMchF)fol15601498
526	0		_aMARK270
520			_aWritten 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.
005			20170126101220.0
001			64880
003			UOWD
942			_cREGULAR
999			_c29885 _d29885