9780136107217

Services Marketing People, Technology, Strategy

by ;
  • ISBN13:

    9780136107217

  • ISBN10:

    0136107214

  • Edition: 7th
  • Format: Paperback
  • Copyright: 1/19/2010
  • Publisher: Prentice Hall

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Supplemental Materials

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  • The Used and Rental copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Summary

The fundamentals of services marketing presented in a strategic marketing framework.

Organized around a strategic marketing framework Services Marketing guides readers into the consumer and competitive environments in services marketing.

The marketing framework has been restructured for this edition to reflect what is happening in services marketing today

Services marketing, once a tiny academic field championed by just a handful of pioneering professors, has become a thriving area of activity. Paralleling growing research efforts in both academia and business is increased student interest in taking courses that focus on different aspects of managing service organizations, including marketing. This makes a lot of sense from a career standpoint, since most business school graduates will be going to work in service industries and managers report that manufacturing-based models of business practice are not always useful to them.

Distinguishing Features of Services Marketing, Fourth Edition

This highly readable book includes

-a strong managerial orientation and strategic focus

-use of conceptual frameworks that have been classroom tested for relevance to both MBA students and executive seminar participants

-incorporation of key academic research findings

-use of interesting examples to link theory to practice

-inclusion of carefully selected readings and cases to accompany the text chapters

Table of Contents

PART I — UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS

Chapter 1: New Perspectives on Marketing in the Service Economy

Chapter 2: Consumer Behavior in a Services Context

Chapter 3: Positioning Services in Competitive Markets

 

PART II — APPLYING THE 4Ps OF MARKETING TO SERVICES

Chapter 4: Developing Service Products: Core and Supplementary Elements

Chapter 5: Distributing Services through Physical and Electronic Channels

Chapter 6: Setting Prices and Implementing Revenue Management

Chapter 7: Promoting Services and Educating Customers

 

PART III — MANAGING THE CUSTOMER INTERFACE

Chapter 8: Designing and Managing Service Processes

Chapter 9: Balancing Demand and Productive Capacity

Chapter 10: Crafting the Service Environment

Chapter 11: Managing People for Service Advantage

 

PART IV — IMPLEMENTING PROFITABLE SERVICE STRATEGIES

Chapter 12: Managing Relationships and Building Loyalty

Chapter 13: Complaint Handling and Service Recovery

Chapter 14: Improving Service Quality and Productivity

Chapter 15: Striving for Service Leadership

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Customer Reviews

Fantastic July 16, 2011
by
With its comprehensive content, the textbook gives a fantastic overview of the important issues in services marketing today. It also gives readers interesting tips on how to get around or leverage on current services strategies used by companies as customers. Contents are well organized with real world examples, frameworks that you can apply to practical issues etc. I strongly recommend anyone interested in services marketing to buy this textbook. I needed this textbook for a class. I got it at a great price and it arrived on time!
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Services Marketing People, Technology, Strategy: 4 out of 5 stars based on 1 user reviews.

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