Gronroos:

Service Management and Marketing: Managing the Service Profit Logic, 4th Edition

Instructor Companion Site

Table Of Contents

Chapter 1: The Service and Relationship Imperative: Managing in Service Competition

Chapter 2: The Nature Of Service and Service Consumption, And Its Customer Management Implications

Chapter 3: The Service Profit Logic And Service Management Principles

Chapter 4: Service And Relationship Quality

Chapter 5: Quality Management In Service

Chapter 6: Return On Service And Relationships

Chapter 7: Managing The Augmented Service Offering

Chapter 8: Managing Productivity In Service Organizations

Chapter 9: Managing Marketing Or Customer-Focused Management

Chapter 10: Managing Integrated Marketing Communication And Relationship Communication

Chapter 11: Managing Brand Relationships And Image

Chapter 12: Social Media In Service Management And Marketing

Chapter 13: Customer-Focused Organization: Structure, Resources And Service Processes

Chapter 14: People Management: Internal Marketing As A Prerequisite For Successful Customer Management

Chapter 15: Managing Service Culture: The Internal Service Imperative

Chapter 16: Transforming A Manufacturing Firm Into A Service Business

Chapter 17: Conclusions: Managing Service And Relationships

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