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

Table of contents

1. Cover Page
2. Title Page
3. Copyright Page
4. Contents
5. Preface
6. Chapter 1: The Service and Relationship Imperative: Managing in Service Competition
7. Chapter 2: The Nature of Service and Service Consumption, and its Customer Management Implications
8. Chapter 3: The Service Profit Logic and Service Management Principles
9. Chapter 4: Service and Relationship Quality
10. Chapter 5: Quality Management in Service
11. Chapter 6: Return on Service and Relationships
12. Chapter 7: Managing the Augmented Service Offering
13. Chapter 8: Managing Productivity in Service Organizations
14. Chapter 9: Managing Marketing or Customer-Focused Management
15. Chapter 10: Managing Integrated Marketing Communication and Relationship Communication
16. Chapter 11: Managing Brand Relationships and Image
17. Chapter 12: Social Media in Service Management and Marketing Written by Johanna Gummerus
18. Chapter 13: Customer-Focused Organization: Structure, Resources and Service Processes
19. Chapter 14: People Management: Internal Marketing as a Prerequisite for Successful Customer Management
20. Chapter 15: Managing Service Culture: The Internal Service Imperative
21. Chapter 16: Transforming a Manufacturing Firm into a Service Business
22. Chapter 17: Conclusions: Managing Service and Relationships
23. Index