Cookies on oxfam

We use cookies to ensure that you have the best experience on our website. If you continue browsing, we’ll assume that you are happy to receive all our cookies. You can change your cookie settings at any time. Find out more Accept

  • Grows vegetables
  • Fills classrooms
  • Drills wells
  • Empowers women
  • Fights poverty
  • Free Uk delivery on all gifts
    Or you can add a donation at checkout
  • Personalise your gift at checkout
    Add a personal message, ecard or card front
  • Add a 'Little Extra' at checkout
    Add-on gifts available (including chocolate!)

Service management and marketing

£9.99

Product description

A service can be defined as any activity or benefit that one party can offer to another which is essentially intangible and does not result in the ownership of anything. Services encompass a very wide range of activities e.g health care, education, tourism, insurance and finance. This is the second edition of a very successful book written by one of the leading writers and researchers in services marketing and management. The most important change in this new edition is a greater emphasis on the relationship approach to services marketing. CONTENTS: The Service and Relationship Imperative: Managing in Service Competition; Managing Customer Relationships: An Alternative Paradigm in Management and Marketing; The Nature of Services and Service Consumption, And Its Marketing Consequences; Service And Relationship Quality; Quality Management in Services; Return on Services and Relationships; Managing the Augmented Service Offering; Principles of Service Management; Managing Service Productivity; Managing Marketing or Market-oriented Management; Managing Total Integrated Marketing Communication; Managing Brand Relationships and Image; Market-oriented Organization: Structure, Resources and Service Processes; Managing Internal Marketing; Managing Service Culture: The Internal Service Imperative; Conclusions. "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 S.C Johnson Son Distinguished Professor of International Marketing, J. L. Kellog Graduate School of Management Northwestern University "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 Management, Arizona State University "Service Marketing and Management 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

Item details

Condition:
Used: good
Format:
Paperback
ISBN-10:
0471720348
ISBN-13:
9780471720348
Publisher:
Wiley

Standard UK Delivery (currently free)

Delivery FAQs

Ts & Cs
Delivery FAQs

Free returns

within 21 days.
Returns policy

About this item

A service can be defined as any activity or benefit that one party can offer to another which is essentially intangible and does not result in the ownership of anything. Services encompass a very wide range of activities e.g health care, education, tourism, insurance and finance. This is the second edition of a very successful book written by one of the leading writers and researchers in services marketing and management. The most important change in this new edition is a greater emphasis on the relationship approach to services marketing. CONTENTS: The Service and Relationship Imperative: Managing in Service Competition; Managing Customer Relationships: An Alternative Paradigm in Management and Marketing; The Nature of Services and Service Consumption, And Its Marketing Consequences; Service And Relationship Quality; Quality Management in Services; Return on Services and Relationships; Managing the Augmented Service Offering; Principles of Service Management; Managing Service Productivity; Managing Marketing or Market-oriented Management; Managing Total Integrated Marketing Communication; Managing Brand Relationships and Image; Market-oriented Organization: Structure, Resources and Service Processes; Managing Internal Marketing; Managing Service Culture: The Internal Service Imperative; Conclusions. "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 S.C Johnson Son Distinguished Professor of International Marketing, J. L. Kellog Graduate School of Management Northwestern University "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 Management, Arizona State University "Service Marketing and Management 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

Condition:
Used: good
Format:
Paperback
ISBN-10:
0471720348
ISBN-13:
9780471720348
Publisher:
Wiley

Delivery & returns

This item will be dispatched to UK addresses via second class post within 2 working days of receipt of your order. Standard UK delivery is £3.95 per order, so you're only charged once no matter how many items you have in your basket. Any additional courier charges will be applied at checkout as they vary depending on delivery address.

This item will be dispatched to UK addresses via second class post within 2 working days of receipt of your order. Standard UK delivery is currently free, no matter how many items you have in your basket. Any additional courier charges will be applied at checkout as they vary depending on delivery address.

You can find out more about delivery and returns in our help section.

We offer a no quibble returns policy as follows:

Wedding dresses: 14 days

Overseas returns: 31 days

Everything else: 21 days


This item is also available for international delivery by airmail, carrying a mandatory delivery charge of:

Europe: £8.00

Outside Europe: £15.00

Volunteer listed

Wonder how this unique item ended up online?

Most of the second-hand items you see online have been donated, by supporters like you, to our high street stores. Each item is then priced, photographed and listed on this site by our amazing team of volunteers from across the country.

After you have bought your item, our team of volunteers package and dispatch it from the Shop straight to you or your chosen recipient.

All profits from the sales of our goods go towards funding Oxfam's work around the world. We rely on your donations to sell online so please keep the cycle of goodness going!

To find out more about volunteering with Oxfam, please visit our how to volunteer page.

Oxfam Shop Wolverhampton

Super second hand clothes at super saving prices - fast turnover and amazing bargains mean that regular visits will pay off! We also sell a good range of attractive greetings cards. Call us to find out more.

View Shop