Service management and marketing : a customer relationship management approach
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| Institution: | Universidad Interamericana Panamá |
|---|---|
| Main Author: | |
| Format: | Book |
| Language: | English |
| Published: |
Inglaterra :
John Wiley & Sons, inc,
2000
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| Subjects: | |
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| LEADER | 01704nam a2200229 a 4500 | ||
|---|---|---|---|
| 001 | UIP - 5735 | ||
| 005 | 20180628110528.0 | ||
| 008 | 191117s2000 enk eng d | ||
| 020 | |a 0471720348 | ||
| 082 | |a 658.812 G898 | ||
| 100 | |a Gr÷nroos, Chistian | ||
| 245 | |a Service management and marketing : |b a customer relationship management approach | ||
| 260 | |a Inglaterra : |b John Wiley & Sons, inc, |c 2000 | ||
| 300 | |a 394p | ||
| 505 | |a 1. The service and relationship imperative: managing in service \ 2. Managing customer relationships:an alternative paradigm in management and marketing \ 3. The nature of services and services consumption, and its marketing consequences \ 4. Service and relationship quality \ 5. Quality management in services \ 6. Return on service and relationships \ 7. Managing the aunmented service offering \ 8. Principles of service productivity \ 9. Managing service productivity \ 10. Managing marketing or market - oriented management \ 11. Managing total integrated marketing communication \ 12. Managing brand relationship and image \ 13. Market - oriented organization: structure, resources and service \ 14. Managing intenal Marketing: a prerequisite for successfully managing customer relationships \ 15. Managing service culture: the internal service imperative \ 16. Conclusions: managing relationships and the six rules of service | ||
| 650 | |a MERCADEO | ||
| 650 | |a MERCADEO DE SERVICIOS | ||
| 650 | |a SATISFACCION DEL CONSUMIDOR | ||
| 650 | |a SERVICIO AL CLIENTE | ||
| 942 | |2 ddc |c BK | ||
| 999 | |c 7996 |d 7996 | ||
| 952 | |0 0 |1 0 |2 ddc |4 0 |6 658_812000000000000_G898 |7 0 |8 2 |9 13639 |a 001 |b 001 |c GEN |d 2012-06-26 |o 658.812 G898 |p a-008491 |r 2018-06-28 |t Ej. 1 |w 2018-06-28 |y BK | ||
