This 2nd edition provides a highly accessible perspective on the management and marketing services. In particular, service design and productivity are examined

Services Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily

This text provides an overview of the characteristics and underlying principles of delivering services in today's marketplace, and places these issues in the co

This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world

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