Legends in Marketing: Christian Gronroos

Jagdish N. Sheth, Ph.D., is the Charles H. Kellstadt Professor of Marketing at Emory University, Goizueta Business School. He is known nationally and internationally for his scholarly contributions in consumer behavior, relationship marketing, competitive strategy, and geopolitical analysis. When he joined Emory’s faculty in 1991, Professor Sheth had nearly 30 years of combined experience in marketing from the University of Southern California, the University of Illinois, Columbia University, and Massachusetts Institute of Technology. Throughout his career, Professor Sheth has offered more than a thousand presentations in at least 20 countries. He has also provided consultancy for numerous companies in the United States, Europe, and Asia. His client list includes AT&T, BellSouth, Cox Communications, Delta, Ernst & Young, Ford, GE, Lucent Technologies, Motorola, Nortel, Pillsbury, Sprint, Square D, 3M, Whirlpool, and others. Currently, Professor Sheth sits on the Board of Directors of several public companies including Norstan, Cryo Cell International, and Wipro Limited. Professor Sheth’s accolades include “Outstanding Marketing Educator,” an award presented by the Academy of Marketing Science, the “Outstanding Educator” award twice-presented by Sales and Marketing Executives International, and the P.D. Converse Award for his outstanding contributions to theory in marketing, presented by the American Marketing Association. Professor Sheth is the recipient of the two highest awards given by the American Marketing Association: the Richard D. Irwin Distinguished Marketing Educator Award and the Charles Coolidge Parlin Award. In 1996, Professor Sheth was selected as the Distinguished Fellow of the Academy of Marketing Science. The following year, he was awarded the Distinguished Fellow award from the International Engineering Consortium. Professor Sheth is also a Fellow of the American Psychological Association (known as APA). In 2014, he was awarded the William Wilkie Award, Marketing for a Better World by the American Marketing Association. Professor Sheth has authored or coauthored hundreds of articles and books. In 2000, he and Andrew Sobel published the best seller, Clients for Life. In 2001, Value Space, which he coauthored with Banwari Mittal, was published. Professor Sheth’s most popular book, The Rule of Three, was coauthored with Dr Rajendra Sisodia and published in 2002. He has since written notable publications: Tectonic Shift, Firms of Endearment, and The 4 A’s of Marketing.

VOLUME I: Service Marketing
Volume Introduction: An introduction to Christian Grönroos′s Contribution to Service Marketing - Raymond P Fisk
The Marketing of Services
Service Reflections: Service Marketing Comes of Age
Marketing Services: The Case of a Missing Product
A Winning Service Offer in Car Rental (with Hans Åke Sand)
A Relationship Approach to Marketing of Services: Some Implications
Fundamental Research Issues in Services Marketing
Developing the Service Offering-A Source of Competitive Advantage
The Nature of Service Marketing
Seven Key Areas of Research According to the Nordic School of Service Marketing
Innovative Marketing Strategies and Organization Structures for Service Firms
Designing a Long Range Marketing Strategy for Services
An Applied Theory for Marketing Industrial Services
Marketing Services: A Study of the Marketing Function in Service Firms, a Summary of the Research Results in English
A Service-orientated Approach to Marketing of Services
The Service Marketing Confusion and a Service-Oriented Approach to Marketing Planning
Perspectives of Other Scholars
Christian Grönroos: Services Marketing Pioneer, Thought Leader and Legend - Mary Jo Bitner
Service Marketing-Ahead of Its Times, Industry, and Mainstream Marketing - Per Kristensson
He Truly Is a Legend of Marketing - J. Stephen Baron
Raymond P. Fisk Interviews Christian Grönroos
There Is Still Too Much Lip Service to Service Marketing
VOLUME II: Service Management
Volume Introduction: Perspectives on Grönroos′ Contributions to Service Management Research and Practice - Bo Edvardsson
Service Productivity: Towards a Conceptualization of the Transformation of Inputs into Economic Results in Services (with Katri Ojasalo)
Servicizing the Customer Relationship: Supporting Customer Value through Customer Relationship Management
Spotlight on Dr Christian Grönroos
The Role of Service Recovery: Administrative, Defensive, and Offensive Management of Service Failures
Designing Service
From Scientific Management to Service Management: A Management Perspective for the Age of Service Competition
Contributions from the Nordic School of Services and Scandinavian Management
Facing the Challenge of Service Competition: The Economies of Service
Scandinavian Management and the Nordic School of Services-Contributions to Service Management and Quality
Service Management: A Management Focus for Service Competition
Principles of Service Management
Managing Service Culture: The Internal Service Imperative
Assessing the Competitive Edge in the New Competition of the Service Economy: The Five Rules of Service
Market-Oriented Management in Service Businesses
Perspectives of Other Scholars
Service Operations and Service Management - Chris Voss
Christian Grönroos: A Visionary Pioneer - Göran Svensson
The Feisty Pioneer of Service Marketing and Management - Jochen Wirtz
Bo Edvardsson Interviews Christian Grönroos
Implementing a Service Perspective on Business Requires Service Management
VOLUME III: Service Logic
Volume Introduction: Service Logic-An Introduction to Christian Grönroos′s Contribution to Service Logic - Tore Strandvik
Critical Service Logic: Making Sense of Value and Value Co-creation (with Päivi Voima)
Value Co-creation in Service Logic: A Critical Analysis
Service as Business Logic: Implications for Value Creation and Marketing (with Annika Ravald)
Adopting a Service Logic in Manufacturing: Conceptual Foundation and Metrics for Mutual Value Creation (with Pekka Helle)
Service Logic Revisited: Who Creates Value? And Who Co-creates?
The Interaction Concept and Its Implications for Value Creation and Marketing in Service Businesses (with Tore Strandvik)
Adopting a Service Logic for Marketing
What Can a Service Logic Offer Marketing Theory?
The Value Concept and Relationship Marketing (with Annika Ravald)
New Competition in the Service Economy: The Five Rules of Service
Service Orientation in Industrial Marketing (with Evert Gummesson)
An Applied Service Marketing Theory
Perspectives of Other Scholars
Christian Grönroos: A Genuine Creator of Value - James G Barnes
The Quest to Capture the Service Logic - Anders Gustafsson
Creating Use-Value with Christian Grönroos - Kaj Storbacka
Tore Strandvik Interviews Christian Grönroos: Service Logic Means Taking Responsibility for the Customer′s Everyday Practices
Service Logic Means Taking Responsibility for the Customer’s Everyday Practices
VOLUME IV: Service Quality
Volume Introduction: Introduction to Christian Grönroos’s Contribution to Service Quality - Lawrence A. Crosby
Interpretations of Service Marketing Concepts (with Hannele Kauppinen-Räisänen and Johanna Gummerus)
The Perceived Service Quality Concept - A Mistake ?
Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (with Kaj Storbacka and Tore Strandvik)
Toward a Third Phase in Service Quality Research: Challenges and Future Directions
How Quality Came to Service and Where It Is Going
Service Quality: The Six Criteria of Good Perceived Service Quality
Quality of Services - Lessons from the Product Sector (With Gummesson, Evert)
Developing Service Quality: Some Managerial Implications
Service Quality Improvement Programs: A Conceptual Analysis
A Service Quality Model and Its Marketing Implications
The Performance Circle Concept—Applying Quality Circles as an Internal Marketing Instrument in the Service Sector
Perspectives of Other Scholars
Conceptualizing and Measuring Perceived Service Quality: The Insights of Christian Grönroos - J Joseph Cronin, Jr.
Putting Service Quality into Perspective: Contributions of Christian Grönroos - Gary L Frankwick
Acknowledging Christian Grönroos and His Contributions to Advancing Service Quality Research - Dwayne Gremler
Larry Crosby Interviews Christian Grönroos
Service Quality Is a Multi-Faceted Phenomenon
VOLUME V: Relationship Marketing
Volume Introduction: The Changing Domain of Relationship Marketing: An Introductory Commentary - David Ballantyne
Return on Relationships: Conceptual Understanding and Measurement of Mutual Gains from Relational Business Engagements (with Pekka Helle)
A Service Perspective on Business Relationships: The Value Creation, Interaction and Marketing Interface
Relationship Marketing as Promise Management
Love at First Sight or a Long-Term Affair? Different Relationship Levels as Predictors of Customer Commitment (with Maria Sääksjärvi, Katarina Hellén, and Johanna Gummerus)
Taking a Customer Focus Back into the Boardroom: Can Relationship Marketing Do It?
Creating a Relationship Dialogue: Communication, Interaction and Value
Relationship Marketing: The Nordic School Perspective
Relationship Marketing: Challenges for the Organization
Value-Driven Relational Marketing: From Products to Resources and Competencies
Relationship Marketing: Strategic and Tactical Implications
Relationship Marketing: The Strategy Continuum
From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing.
Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface
Marketing Redefined
Perspectives of Other Scholars
Relationship Marketing: A Review of the Scholarly Contribution of Christian Grönroos - Adrian Payne
Christian Grönroos: Architect of Truth - Michael Saren
Christian Grönroos: A Personal Appreciation - Richard Varey
David Ballantyne Interviews Christian Grönroos: Relationship Marketing will be Important for Businesses in Future
Relationship Marketing Will Be Important for Businesses in Future
VOLUME VI: Marketing Theory
Volume Introduction: Marketing Theory—An Introduction to Christian Grönroos’s Contribution to Marketing Theory - Roderick J. Brodie
Marketing as Promise Management: Regaining Customer Management for Marketing
Conclusion: Towards a Contemporary Marketing Theory
On Defining Marketing: Finding a New Roadmap for Marketing
Marketing - A Discipline in Crisis
I Did It My Way
A Crisis in Marketing?
Who Moved My Value? Customers, Not Companies, Create Value (with Lawrence A. Crosby and Sheree L. Johnson)
Contemporary Marketing: A Comparison of Practices in New Zealand, Scandinavia and Thailand (with Roderick J. Brodie and Tiina Helenius)
Comment on “Nordic Perspectives on Relationship Marketing” (with Evert Gummesson and Uolevi Lehtinen)
The Rise and Fall of Modern Marketing—and Its Rebirth
Quo Vadis, Marketing? Toward a Relationship Marketing Paradigm
The Marketing Strategy Continuum: Toward a Marketing Concept for the 1990s
Defining Marketing: A Market-Oriented Approach
Perspectives of Other Scholars
What—Really—Is Marketing? - Richard Brookes and Vicki Little
Christian Gronroos -Well Known and Widely Read - Michael J Baker
Balancing Scientific Truth and Problem-Solving - Michael Kleinaltenkamp
Roderick J. Brodie Interviews Christian Grönroos
Service Logic, Customer Relationship, and Promise Management Can Reinvent Marketing
VOLUME VII: Marketing Communication
Volume Introduction: The Light from a Northern Star—An Introduction to Christian Grönroos’s Contribution to Marketing Communication - Donald E. Schultz
Rethinking Marketing Communication: From Integrated Marketing Communication to Relationship Communication (with Åke Finne)
Four Dimensions of Value in Branding: The Brand Value Process from Value Proposition to Value Fulfilment (with Kirsti Lindberg-Repo)
Managing Brand Relationships and Image
Conceptualising Communications Strategy from a Relational Perspective (with Kirsti Lindberg-Repo)
The Relationship Marketing Process: Communication, Interaction, Dialogue, Value
Managing Total Integrated Marketing Communication
Word-of-Mouth Referrals in the Domain of Relationship Marketing (with Kirsti Lindberg-Repo)
INTEGRATED Marketing Communications: The Communications ASPECT of Relationship Marketing (with Kirsti Lindberg-Repo)
Perspectives of Other Scholars
The Earth Moved - Gayle Kerr
My Journey with Christian Grönroos: The Seasoned Navigator and Integrated Spirit - Kirsti Lindberg-Repo
Christian’s Contributions Provide Food-for-Thought to Marketing Scholars - Philip J. Kitchen
Key Intersections in IMC and Relationship Marketing: A Tribute to Christian Grönroos - Sandra Moriarty and Thomas R. Duncan
Don Schultz Interviews Christian Grönroos
Digital Social Media Don’t Change Marketing Communication
VOLUME VIII: Internal Marketing, Research Approach, and Other Works
Volume Introduction: An Introduction to Christian Grönroos’s Contribution to Service Management - Lars-Johan Lindqvist
On Christian Grönroos′s Scholarly Approach
I Did It My Way
The Emergence of the New Service Marketing: Nordic School Perspectives (With Gummesson, Evert)
Internal Marketing—A Relationship Perspective (with Päivi Voima)
Developing Customer-Conscious Employees at Every Level: Internal Marketing (with William R. George)
Internal Marketing (with Fran F. Crompton, William R. George, and Matti Karvinen)
Internal Marketing - Theory and Practice
Internal Marketing - An Integral Part of Marketing Theory
Other Publications
How Does Language Matter for Services? Challenges and Propositions for Service Research (with Jonas Holmqvist)
The Hybrid Consumer: Exploring the Drivers of a New Consumer Behavior Type (with Hanna Ehrnrooth [Leppänen])
Transforming a Manufacturing Firm into a Service Business
The NetOffer Model: A Case Example from the Virtual Marketspace (with Fredrik Heinonen, Kristina Isoniemi, and Michael Lindholm)
Internationalization Strategies for Services
Motivating Your Patients: Marketing Dental Services (with Kai Masalin)
Industrial Marketing under Employee Participation
The Need for a System for an Extensive Information Analysis of Specific Marketing Decisions
Perspectives of Other Scholars
An essay on Christian Grönroos′s Contributions through the Lenses Provided by Richard Normann′s Work - Mikael Paltschik and Rafael Ramirez
Generating Nordic School Marketing Theory - Evert Gummesson
Christian Brought Service Marketing Thinking into Marketing Paradigm - Philip Kotler
Lars-Johan Lindqvist Interviews Christian Grönroos
Internal Marketing Has Not Evolved as Much as I Would Have Expected”