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Service Management and Marketing : Managing the Service Profit Logic
Written 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. The author has created a unique set of YouTube video lectures, one per chapter, to enhance the chapter topics and further bring the concepts to life: https://www.youtube.com/watch?v=Ok5aU-aB3VI&list=PLGI2ZA6GM9FsuxR0RV9VATJjLfPEzQVh-
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British Aircraft Carriers: Design, Development and Service Histories
British Aircraft Carriers: Design, Development and Service Histories
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Service Management and Marketing Principles : Competing in the Service Economy
This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences.This book introduces readers to a range of interrelated topics and the application of service management and marketing theories which are fundamentally critical to the success of all enterprises seeking competitive advantage through enhanced customer experience. This book analyses management and marketing challenges in the service and experience economy and provides insights into how marketers and managers can strike a balance between supply, demand, price, and quality and leverage technology for operational efficiency and to better manage customer service and expectations.Through the coverage of critical foundational topics, from how value is created; the evolution of global economies from goods, services to experiences; foundations of customer-centric management; managing service workers; integrating human touch with high-tech service; and many others, the authors provide a holistic understanding of management in a complex, globally interconnected world.This book will be useful for students, researchers, and instructors of business management, marketing, commerce, and economics.It will also be of interest to professionals working in healthcare, retail, financial services, government hospitality, leisure, tourism, and other services.
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Marketing and Design in the Service Sector : Enhancing the Customer Experience
Marketing and Design in the Service Sector: Enhancing the Customer Experience focuses on the new perspective of design in marketing within the service sector and how the space-scape and design-scape impacts on customer experience.The authors examine the most recent research to provide a new perspective on offline and online space in customer-oriented services, such as retail, healthcare, gyms, supermarkets, restaurants, cafes, hotels, leisure centres, airports, and banks. The importance of the environment and the product design have been discussed by many researchers in the past as part of design-scape.However, the COVID-19 pandemic brought unprecedented changes to the service industry.As a result, the product design, delivery design and setting of the sector faced a holistic change.The service sector constantly tries to provide customers with comfort, and, in the process, we witnessed many innovative ways to meet the demand, including, for instance, contactless delivery, or robots for delivery, in the healthcare industry.The travel and tourism industry also started attracting attention for significant innovations in terms of designing spaces through introducing space-scape and providing a unique stress-free experience for their customers (e.g. silent airport) to enhance experience-scape. The experiences gained from service digitalisation in a crisis also offer fruitful learning for digital innovation, transformation and service design and development.The authors provide a combination between theory and practice as well as relevant and fresh case studies that will prove invaluable to academicians and students with an interest in the Service Sector.
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