Gronroos (international and industrial marketing, Swedish School of Economics and Business Administration in Finland) examines the nature of market-oriented man

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

“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, D

Services Marketing and Management provides an in-depth consideration of how services are conceptualized, designed and managed, creating the basis for a clear un

This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and bus