C
Christian Grönroos
Researcher at Hanken School of Economics
Publications - 131
Citations - 45060
Christian Grönroos is an academic researcher from Hanken School of Economics. The author has contributed to research in topics: Service (business) & Marketing research. The author has an hindex of 60, co-authored 127 publications receiving 42577 citations. Previous affiliations of Christian Grönroos include Arizona State University.
Papers
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Journal ArticleDOI
A Service Quality Model and its Marketing Implications
TL;DR: In this article, a service quality model based on test of a sample of business executives, which describes how the quality of services is perceived by customers, is proposed, in which functional quality is seen to be a very important dimension of a perceived service.
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From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing
TL;DR: In this article, the authors discuss the nature and sometimes negative consequences of the dominating marketing paradigm of today, marketing mix management, and furthermore discuss how modern research into industrial marketing and services marketing as well as customer relationship economics shows that another approach to marketing is required.
Book
Service Management and Marketing: A Customer Relationship Management Approach
TL;DR: In this paper, the authors present the Six Rules of Service Management and the six principles of service management for managing relationships in a market-oriented organization: Structure, Resources and Service Processes.
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The value concept and relationship marketing
Annika Ravald,Christian Grönroos +1 more
TL;DR: In this paper, a reduction in customer-perceived costs may be a most recommendable method of providing value to the customer, since, done properly, it can improve the internal cost efficiency as well.
Journal ArticleDOI
Critical service logic: making sense of value creation and co-creation
Christian Grönroos,Päivi Voima +1 more
TL;DR: The authors analyzes value creation and co-creation in service by analytically defining the roles of the customer and the firm, as well as the scope, locus, and nature of value and value creation.