Serving Customers

by Fisk, Raymond P.; Russell-bennett, Rebekah; Harris, Lloyd C.

• ISBN13: 9780734610997
• ISBN10: 0734610998
• Format: Paperback
• Copyright: 2013-06-30
• Publisher: Tilde Univ Pr

Summary

Serving Customers: Global Services Marketing Perspectiveshas been written in a critical scholarly manner at an advanced level for postgraduate students. It is an edited book, taking a global perspective and addressing global trends. It is primarily aimed at postgraduate students and service managers in Western countries such as the USA, the UK/Europe, and Australia and NZ. In Australia, services employ 72% of the country's workers, and accounts for almost all the job growth in Australia for the past 30 years, with no sign of change. The book is organized into six sections: the history of services marketing, service design, the human aspect of services, the technology aspect of services, managing services globally, sustainable services, and the future of services marketing. One by one, the chapters look at emerging global trends in services marketing. While each chapter makes a unique theoretical contribution, separate teaching notes are also available to educators. The final chapter looks at differences in services marketing across different cultures, countries and continents.