"Professor Gronroos 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. Gronroos continues as one of service marketing's most original and able thinkers. " --Philip Kotler, S.C.
This is an introductory text on public services management which provides a comprehensive overview of the subject matter from a management perspective. It contains case material from the "Financial Times", personal profiles and vignettes in order to put the subject in a real-life setting.
Provides an overview of such topics as the differences and similarities between public and private sector management, the development of networks and partnerships, the impacts of politics and citizen participation on public administration, and more. This book is aimed at students, teachers and practising managers.
This introduction to PR relates fundamental theory to real-world practice through case studies, PR tools and interviews with practitioners. The chapter structure uses bite-sized chunks of content to help organize learning. The fresh approach and lively writing style provide an accessible text perfect for students new to the subject area.
After looking at the specific nature of services and the peculiarities of managing services, the three sides of service management are discussed extensively in this book. Concepts and frameworks are followed by case studies and examples.
The nature and management of the public sector has changed dramatically since the replacement of the rigid, bureaucratic form of public administration of the 20th century by a more flexible, market-based model. The fourth edition of this highly successful text provides a uniquely broad ranging and international introduction to the field.