Service Management and Marketing - A Customer Relationship Management Approach

"Grönroos 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. Grönroos 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 "Grönroos 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