| ‘Professor Grönroos presents the most scholarly and provocative examination of services marketing. This book will challenge companies to rethink how they should manage their services in building their competitive strength and profitability. Grönroos continues as one of service marketing's most original and able thinkers.’
Philip Kotler
S. C. Johnson Distinguished Professor of International Marketing J.L.
Kellogg School of Management, Northwestern University.
‘After three decades of contributions to services, Grönroos keeps pioneering the field. In this new edition he recognizes the dramatic changes in the perception of service that are in the making. It is a creative book which does not just list various service issues but adds the authors personal touch to each of them.’
Professor Evert Gummesson
Stockholm University School of Business, Sweden
‘Christian Grönroos is a globally recognized expert on services management and marketing. His innovative thinking and writing in this book offer fresh insights on this timely topic.’
Stephen W. Brown, PhD
Carson Chair, Professor and Executive Director, Center for Services
Leadership, W. P. Carey School of Business, Arizona State University.
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