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,
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.