Service Management

Christian Grönroos, Vibrant Publishers

$208.95 $167.44

Hardback

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English

Vibrant Publishers
06 February 2025

Management & management techniques; Customer services; Service industries

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.

By: Christian Grönroos, Vibrant Publishers
Imprint: Vibrant Publishers
Dimensions: Height: 229mm, Width: 152mm, Spine: 13mm
Weight: 449g
ISBN: 9781636513843
ISBN 10: 1636513840
Pages: 210
Publication Date: 06 February 2025
Audience: General/trade , ELT Advanced
Format: Hardback
Publisher's Status: Active

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. Vibrant Publishers is focused on presenting the best texts for learning about technology and business as well as books for test preparation. Categories include programming, operating systems and other texts focused on IT. In addition, a series of books helps professionals in their own disciplines learn the business skills needed in their professional growth. Vibrant Publishers has a standardized test preparation series covering the GMAT, GRE and SAT, providing ample study and practice material in a simple and well organized format, helping students get closer to their dream universities.