- Paperback: 404 pages
- Publisher: John Wiley & Sons; 2nd Edition edition (27 July 2000)
- Language English
- ISBN-10: 0471720348
- ISBN-13: 978-0471720348
- Product Dimensions: 24.2 x 16.8 x 2.6 cm
- Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)
- Amazon Bestsellers Rank: 579,820 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Review
"Gronroos presents the most scholarly and provocative examination of services marketing that I have seen in our literature. This book is guaranteed to challenge company ideas on how services should be managed and the role they play in defining a company′s competitive strength and profitability. Gronroos continues as one of services marketing′s most original thinkers.", Philip Kotler, Kellogg Graduate School of Management, , #"Gronroos is one of the world′s foremost experts on this topic. This new book will be eagerly read by many.", Stephen W. Brown PhD, Edward M. Carson Chair in Services Marketing, Professor and Director, Center for Services Marketing and Management, Arizona State University#"′Service Management and Marketing′ is exceptionally good! It is the most comprehensive and integrative textbook in the field. And the real icing on the cake is its unique customer relationship management perspective to service marketing.", Jagdish N. Sheth, Charles H. Kellstadt Professor of Marketing, Emory University#
Jagdish N. Sheth, Charles H. Kellstadt Professor of Marketing, Emory University
"Service Management and Marketing is exceptionally good! It is the most comprehensive and integrative textbook in the field. And the real icing on the cake is its unique customer relationship management perspective to service marketing."
Inside This Book
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First Sentence
The Western world has experienced a post-industrial service economy for over two decades. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
The Western world has experienced a post-industrial service economy for over two decades. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
Most Helpful Customer Reviews
8 of 8 people found the following review helpful
Format:Paperback
This book represents a landmark of customer service marketing and customer relationship management. The author, one of the most representative scholars of "nordic school" of customer service, presents a comprehensive and complete work for all those practitioners or students that wish to understand and integrate the strategic perspectives of service, core product, price and image into a customer relationship managerial approach. The author does not forget the total quality management perspective as a key strategic variable.
This is not a "what-to-do" book, but a "how-and-what to think" work, the author says.
For all those managers and entrepreneurs that consider that managing customers and collaborators is their primary responsability, this book will help to reasoning and deepen understanding why in service contexts, marketing decisions cannot be separated from overall management decisions or any business function; and why these decisions cannot be considered without taking into account their external implications, i.e., the customer. The author recognises the problems with terminology associated with old-fashioned, manufacturing-oriented marketing concepts, and overcomes this common weakness of most recent marketing books by discussing in a process-oriented clear language, key concepts as "service production and delivery", "service productivity", " technical quality and functional quality", among others.
This book is leveraged with a powerful difference: market-oriented management, by opposition to a marketing management, is what is needed when the competitive advantage and value of the firm is built upon customer relationships. If your customers' perception of the quality and value your company delivers is based on an array of interactions and activities, then no marketing or other separate business function can successfully garantee customers satisfaction and loyalty in their relationship with you. If this is not the case, you may afford to forget this book and save the money for buying another marketing classic.
This is not a "what-to-do" book, but a "how-and-what to think" work, the author says.
For all those managers and entrepreneurs that consider that managing customers and collaborators is their primary responsability, this book will help to reasoning and deepen understanding why in service contexts, marketing decisions cannot be separated from overall management decisions or any business function; and why these decisions cannot be considered without taking into account their external implications, i.e., the customer. The author recognises the problems with terminology associated with old-fashioned, manufacturing-oriented marketing concepts, and overcomes this common weakness of most recent marketing books by discussing in a process-oriented clear language, key concepts as "service production and delivery", "service productivity", " technical quality and functional quality", among others.
This book is leveraged with a powerful difference: market-oriented management, by opposition to a marketing management, is what is needed when the competitive advantage and value of the firm is built upon customer relationships. If your customers' perception of the quality and value your company delivers is based on an array of interactions and activities, then no marketing or other separate business function can successfully garantee customers satisfaction and loyalty in their relationship with you. If this is not the case, you may afford to forget this book and save the money for buying another marketing classic.
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
2 reviews
2 of 2 people found the following review helpful
A different approach to service management
28 May 2006
Format:Paperback
This book embodies the Scandanvian school of thought in service management, both of which bring a fresh perspective on many issues (aside from the American viewpoint). The book takes you beyond the traditional view of services that emerged from marketing and operations books (whose primary subject was the manufacturing and consumer goods industry with services being an exception than the rule) to a bona fide service-oriented perspective on everything from the definition of services, service quality (beyond the traditional SERVQUAL Quality Gap Model), productivity in services, and "Return on Service" (measuring value for the customer), and the service production function. One way I measure the value of a book is the amount of highlighter ink I leave behind on the pages (or strips of yellow sticky paper). I highlight text only when it provides additional insight or learning. My used copy of this book has quite a bit of highlighting on it so it isn't going to fetch a good resale price here on Amazon.com.
2 of 4 people found the following review helpful
Academicly solid as well as practical!
15 Mar 2003
Format:Paperback
Surprised that there is no other review on this book. I bought it when the 2nd edtion was just in out while doing a masters degree in business administration. It helped me to do an assignment on market focussed management. It goes much further than many standard "hype type" of textbooks on CRM. It makes customer focus operational but still bases it on solid acadamic knowledge.
No doubt that this book will be of value just as long as the first edition!
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