Services Marketing

This book offers a look at the issues, models and theories behind Services Marketing, supported by a range of international case studies across a raft of industries.The previous edition sold well. The book has strong pedagogical features and a broad range of case studies. A Companion Website will be updated to further complement the book. This is a specialized subject area in which the authors are well known.Marketing is crucial in any industry: for service based organisations it's absolutely critical. This textbook looks at the issues, models and theories behind services marketing. It is supported by a range of substantial international case studies and offers an insight into the operation of many different service industries.

ISBN 0230520936   Pages 376 ISBN13 9780230520936 (What's this?)   Volumes 1 Publisher Palgrave Macmillan   Weight (grammes) 720 Imprint Palgrave Macmillan   Published in Basingstoke Format Paperback   Previous ISBN 9780333777930 Publication date 30 Dec 2008   Height (mm) 246 Library of Congress 2008046589   Width (mm) 189 DEWEY 658.8   Spine width (mm) 21 DEWEY edition DC22   Academic level Undergraduate, Postgraduate, Professional / Scholarly

		List of Figures
		List of Tables and Exhibits
		Postcards from Practice
		It's in the News!
		List of Case Study Figures
1		Introduction		1
2		The Contemporary Context		19
3		Service Goals: The Use of Metaphors		43
4		Customer Interactions in Services		69
5		Consumer Experiences		97
6		Service Design		115
7		Service Employees as Operant Resources		145
8		Service Quality and Customer Satisfaction		167
9		Relationship Marketing		191
10		Service Profitability		217
11		Future Research Issues		243
		Case Studies
		Glossary		345
		Index		351

'A well written and accessible text, rigorously underpinned with theory and copious references. I particularly liked the emphasis on small scale businesses.' - Adrian Palmer, Professor of Marketing, School of Business and Economics, University of Wales Swansea, UK. 'This book should be read by all academics, students and practitioners interested in service marketing. It is rich in models, theories and cases and offers an insight into the operations of many different service industries.' - Prof Okoso-Amaa, Dar es Salaam Business School, Mzumbe University, Tanzania. 'Services Marketing 3rd Edition is packed full of interesting, up-to-date case studies from all over the world. It is written in a refreshing style that peppers theory with practical scenarios. It is a tremendous read as the examples bring the book to life.' - Alexandra J. Kenyon, Chartered Marketer, Centre for Hospitality and Retailing, Leeds Metropolitan University, UK. 'The authors have clearly developed and updated sections to provide a better understanding of how services today conduct their business. Both the 'Postcards from Practice' and the 'It's in the News' articles are excellent new additions.' - David Ratcliffe, Senior Lecturer in Marketing, Northampton Business School, UK. 'Services Marketing 3rd edition is relevant, topical and student friendly. With its in-depth case studies, and novel features: ' It's in the News' and 'Postcards from Practice', it should prove a popular text for lecturers and students'. - Isabelle Szmigin, Professor of Marketing, Birmingham Business School, The University of Birmingham, UK. 'An excellent combination of real world case studies and service marketing theory. Good for practitioners and students alike.' - Simon Kelly, Senior Lecturer in Marketing, Sheffield Hallam University, UK.

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