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Services Marketing - 6th edition

Services Marketing (ISBN10: 0078112052; ISBN13: 9780078112058)
ISBN13: 978-0078112058
ISBN10: 0078112052

Summary: Services Marketing, 6/e, is written for students and businesspeople who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries.

In addition to standar
d marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers.
...show more
Summary: Services Marketing, 6/e, is written for students and businesspeople who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries.

In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers. ...show less

Edition/Copyright: 6TH 13
Cover: Hardback
Publisher: Richard D. Irwin, Inc.
Published: 03/12/2012
International: No

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2012 Hardcover Good The textbooks professionals since 1915! 100% satisfaction guaranteed. Used items have varying degrees of wear, highlighting, etc. and may not include supplements such as infotr ...show moreac, CD-ROMS or other web access codes. We always ship best available copy. Codes that come with used books DO NOT WORK. Please contact with any specific questions. ...show less
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Hardcover 6th Edition text. Hardcover. Cover and corner wear. Few markings within text if any at all. Text only.. Ships fast. Expedited shipping 2-4 business days; Standard shipping 7-14 business days ...show more. Ships from USA! ...show less
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