Christian Grönroos, Vibrant Publishers

Service Management

• Broschiertes Buch

Produktbeschreibung

Service Management by Christian Grönroos is a definitive guide for managing and delivering exceptional service experiences in today's customer-centric business landscape. Drawing on decades of pioneering research, Grönroos introduces readers to practical frameworks that focus on service design, delivery, and recovery. This book emphasizes the importance of integrating service management into every aspect of an organization, from leadership and employee engagement to customer relationship strategies. Readers will gain insights into creating a service-oriented culture, measuring service quality, and leveraging customer feedback to drive continuous improvement. Whether you're a business leader, educator, or student, Service Management equips you with the tools to develop strategies that ensure operational efficiency while maximizing customer satisfaction. By bridging theory and real-world applications, this essential text prepares you to excel in a global economy where service is the key differentiator.

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Produktdetails

• Verlag: Vibrant Publishers
• Seitenzahl: 210
• Erscheinungstermin: 6. Februar 2025
• Englisch
• Abmessung: 229mm x 152mm x 12mm
• Gewicht: 312g
• ISBN-13: 9781636513836
• ISBN-10: 1636513832
• Artikelnr.: 73370148

Autorenporträt

Christian Grönroos is EMERITUS Professor of Service and Relationship Marketing at Hanken School of Economics, Finland. He is initiator and Past Chair of the Board of the research and knowledge center, Centre for Relationship Marketing and Service Management (CERS), of this business university. He holds a Honorary Docorate at Åbo Akademi University, Finland.