This third edition of Total Relationship Marketing confirms it as a classic text on the subject of relationship marketing and CRM, areas which have become accepted - and debated - parts of marketing but are currently undergoing dramatic change. A major contribution to marketing thought internationally, this seminal title presents a powerful in-depth analysis of relational approaches to marketing where the three words relationships, networks and interaction are king. The book effects a dramatic shift in the fundamentals of marketing thought, with the author's refined model of thirty relationships, the 30Rs, presenting a sophisticated and cogent challenge to the traditional 4Ps schema. Previous editions were widely praised as breakthrough texts in the field, combining incisive and searching analysis with an accessible and pragmatic approach to putting the theory to work. This third edition is the first book on relationship marketing and CRM to integrate the ongoing evolution in marketing through the service-dominant logic, lean consumption and the customer's value chain, the augmented role of the customer in value creation, the increasing importance of customer-to-customer (C2C) interaction, network-based many-to-many marketing, and marketing accountability and metrics. It addresses both the high tech, information technology aspects of marketing and the high touch, human aspects. Further, customer-centricity is suggested to be broadened to balanced centricity, a trade-off between the needs of all stakeholders of a network of relationships. Examples, cases, concepts and references have been updated. Highly informative, practical in style and packed with illustrations from real companies, Total Relationship Marketing is an essential resource for all serious marketing practitioners as well as undergraduate and postgraduate students.

This third edition of Total Relationship Marketing confirms it as a classic text on the subject of relationship marketing and CRM, areas which have become accepted - and debated - parts of marketing but are currently undergoing dramatic change. A major contribution to marketing thought internationally, this seminal title presents a powerful in-depth analysis of relational approaches to marketing where the three words relationships, networks and interaction are king. The book effects a dramatic shift in the fundamentals of marketing thought, with the author's refined model of thirty relationships, the 30Rs, presenting a sophisticated and cogent challenge to the traditional 4Ps schema. Previous editions were widely praised as breakthrough texts in the field, combining incisive and searching analysis with an accessible and pragmatic approach to putting the theory to work. This third edition is the first book on relationship marketing and CRM to integrate the ongoing evolution in marketing through the service-dominant logic, lean consumption and the customer's value chain, the augmented role of the customer in value creation, the increasing importance of customer-to-customer (C2C) interaction, network-based many-to-many marketing, and marketing accountability and metrics. It addresses both the high tech, information technology aspects of marketing and the high touch, human aspects. Further, customer-centricity is suggested to be broadened to balanced centricity, a trade-off between the needs of all stakeholders of a network of relationships. Examples, cases, concepts and references have been updated. Highly informative, practical in style and packed with illustrations from real companies, Total Relationship Marketing is an essential resource for all serious marketing practitioners as well as undergraduate and postgraduate students.

This book aims to stimulate debate in the growing and highly controversial area of measuring scholarly work. The authors examine key aspects of this topic through the lens of the latest theoretical developments in service science and associated fields. It includes chapters explaining the theoretical developments and methodological aspects of measuring the quality of academic teaching and research, while other chapters provide a review and analysis of various types of scholarly work metrics and processes with examples from several countries, cultures, and educational systems. The current growing concern about higher education (HE) quality has prompted institutions to divide university teachers' work into different areas and to design methods aimed at measuring the productivity of these areas. It is widely accepted that the need to evaluate HE service quality is a relevant issue for any society. However, the authors argue that most of the current practices used in the pursuit of this objective are jeopardizing the future of the university as a place of knowledge generation, science evolution and professional education.

?Evert Gummesson?s piercing relevance on the major issues of management problems and how to tackle them with qualitative research is astounding and leads to great understanding.? ?Barney G. Glaser, co-author of The Discovery of Grounded Theory ?This book is a welcome contribution to the theory of science and methodology.. . . .It is to the author?s credit that the material is presented in an interesting and easily accessible way . . . .The use of examples from the author?s own experiences are particularly helpful.? ?Richard Teare in Service Industries Journal ?Evert. Gummesson has made a most worthwhile contribution to an under-appreciated area of management research. His views, which draw on hundreds of references from many expertise areas, deserve attention and debate.? ?Edward Toomer and Ken Bowen in Journal of Operational Research Is research in management disciplines?leadership, corporate strategy, marketing, organization theory, quality management, and others?taking advantage of the best scientific methods available? In this revised edition, Evert Gummeson answers no! Qualitative Methods in Management Research, Second Edition, offers a fresh approach to case study research. Stressing the need for involved rather than detached researchers, Evert Gummesson links quality assessment of case study research to current total quality management thinking and proposes the concept of management action science?where the researcher is both actor and student?as the most advanced and rewarding approach to research. This book is written in a personal style and is rich in examples from academic research, real-world practice and management consultancy.

?Evert Gummesson?s piercing relevance on the major issues of management problems and how to tackle them with qualitative research is astounding and leads to great understanding.? ?Barney G. Glaser, co-author of The Discovery of Grounded Theory ?This book is a welcome contribution to the theory of science and methodology.. . . .It is to the author?s credit that the material is presented in an interesting and easily accessible way . . . .The use of examples from the author?s own experiences are particularly helpful.? ?Richard Teare in Service Industries Journal ?Evert. Gummesson has made a most worthwhile contribution to an under-appreciated area of management research. His views, which draw on hundreds of references from many expertise areas, deserve attention and debate.? ?Edward Toomer and Ken Bowen in Journal of Operational Research Is research in management disciplines?leadership, corporate strategy, marketing, organization theory, quality management, and others?taking advantage of the best scientific methods available? In this revised edition, Evert Gummeson answers no! Qualitative Methods in Management Research, Second Edition, offers a fresh approach to case study research. Stressing the need for involved rather than detached researchers, Evert Gummesson links quality assessment of case study research to current total quality management thinking and proposes the concept of management action science?where the researcher is both actor and student?as the most advanced and rewarding approach to research. This book is written in a personal style and is rich in examples from academic research, real-world practice and management consultancy.