Download or read book Principles of Service Marketing and Management written by Christopher H. Lovelock and published by . This book was released on 2002 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: For undergraduate courses in Service Marketing and Management. This book presents an integrated approach. It includes a strong managerial orientation and strategic focus, uses an organizing framework, has extensive research citations, links theory to practice, and includes 9 cases.
Download or read book EBOOK Principles of Services Marketing written by Adrian Palmer and published by McGraw Hill. This book was released on 2013-01-16 with total page 514 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now in its seventh edition, Principles of Services Marketing has been revised and updated throughout toreflect the most recent developments in this fast-moving and exciting sector. With a stronger emphasis onemerging and global economies, it’s been restructured to give clearer focus on key issues of efficiency,accessibility and customer experience. This authoritative text develops an indispensable framework forunderstanding services, their effective marketing and how this drives value creation. Key Features •Opening vignettes introduce a chapter’s key themes with short examples that present topics in familiar, everyday scenarios students can relate to •Longer case studies feature well-known companies and provide an opportunity to analyse real-life scenarios and apply understanding •‘In Practice’ vignettes drawn from services organizations from around the world and how services are delivered and experienced by customers •‘Thinking Around the Subject’ boxes examine the operational challenges of putting theory in to practice •‘Summary & links to other chapters’ reinforce the main topics covered and how they fit within the wider context of services marketing to improve overall understanding of the subject •Expanded coverage of key topics such as service dominant logic, servicescapes and the use of social media explore the latest theory and practice •Reflects the importance of marketing for public services and not-for-profit organizations •Includes new chapters on service systems and the experiential aspects of service consumption.
Download or read book Principles of Services Marketing written by Adrian Palmer and published by McGraw-Hill Companies. This book was released on 1994 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: Covering management of the service counter and recovery from service failure, customer care, and information as a source of competitive advantage, this text is introduced by a discussion of the difference between goods and service marketing.
Download or read book Services Marketing written by Adrian Palmer and published by Simon & Schuster Books For Young Readers. This book was released on 1995 with total page 424 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text with cases provides a contemporary overview of key issues in the marketing of services. It explores many issues that are familiar to students with a foundation in principles of marketing, and re-assesses these in the context of services. Up-to-date case studies and examples developed throughout chapters help students to fully appreciate those issues that are specific to services marketing: methods of defining the service offer; conceptualization, measurement and management of service quality; managing the employee input to the service offer and developing relationships with customers; and strategies to make services accessible.
Download or read book Services Marketing and Management written by Balaji B. and published by S. Chand Publishing. This book was released on 2002 with total page 452 pages. Available in PDF, EPUB and Kindle. Book excerpt: Concept Of Service | Service Characterristics | Service Expectations | The Service Product | Service Location | Pricing For Services | Promotion Services | The Service Process| Physical Evidence | People And Services | Internal Versus External Marketing |
Download or read book Service Management and Marketing written by Christian Grönroos and published by Jossey-Bass. This book was released on 1990 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Gronroos (international and industrial marketing, Swedish School of Economics and Business Administration in Finland) examines the nature of market-oriented management and analyzes the impact that service- dominated competition has had and will continue to have on management thinking and decision making. He includes practical advice on how to cope with specific situations relative to the consumptive process. Annotation copyrighted by Book News, Inc., Portland, OR
Download or read book Services Marketing Management written by Peter Mudie and published by Routledge. This book was released on 2012-06-25 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily digestible approach to the service industry with a specific focus on the management and marketing elements. This new edition has been thoroughly revamped to include pedagogical features such as exercises and mini cases throughout the text to consolidate learning and make it more student friendly. New content has been incorporated to bring the subject matter thoroughly up to date, for example featuring more on the Internet, the inclusion of material on call centres in respect of service delivery and service encounter; additional material on customer relationship management (CRM); consideration of frontline employees and internal marketing; and a discussion of revenue management issues in managing demand and capacity. Particularly suitable for students on marketing, business and hospitality courses who require a good grounding in the principles of services marketing, the practical implications are shown clearly and effectively demonstrate how the principles are applied in the real world. A web based lecturer resource accompanies the text.
Download or read book Services Marketing written by C. Bhattacharya and published by Excel Books India. This book was released on 2009 with total page 724 pages. Available in PDF, EPUB and Kindle. Book excerpt: While most books on marketing and services are readable, very few take the student's viewpoint and set out to answer the question Is it understandable? in the affirmative. This book and its pedagogy has been designed precisely with this in mind:v Design: The book has a consistency of design that is innovative, with aesthetic appeals. v Opening and Closing Cases: Every chapter begins and ends with a case. The cases introduce the primary theme and issues discussed in the chapter and closes with analytical tasks for the students. The cases are original, pertaining to Indian situations, companies and protagonists, helping the Indian students to connect.v Objectives: Every chapter has clear learning expectations, get a glimpse of the chapter context and their respective importance. v End-of-chapter Questions: The questions are many and have been designed carefully to enhance learning for the students. There are elements of research, project work, and academic exercises in them.v Illustrations: The book is generous with pleasing and informative charts, tables and diagrams.v Glossary: The Appendix at the end of the book contains a glossary of services and marketing terminologies. v Marketing models: In addition to the text, the appendix also contains major marketing models mentioned in the text, which are frequently used by the marketers.v How to do cases: The Appendix also contains an useful section for all students a template for case discussion and analysis.There are four parts in the book. Part I takes an overview look at the major differences between services and goods and their characteristics, classifications and different models. It methodically analyses the section on the local, domestic and international conditions and environment factors that have affected services. It also examines the importance of Relationship Marketing in services. Part II examines in-depth the marketing of services. It looks sweepingly and with depth at marketing planning and strategy, service buying behaviour, knowledge management and marketing research in services, and the seven marketing mix variables for services. Part III is about the assessment of service delivery and customer relationship management. Part IV deals exclusively with comprehensive service cases. The cases are in addition to the opening and closing cases. The book lucidly explains the basic concepts of services and marketing and fills a long-standing need of the students for a book on both services and marketing.
Download or read book Principles of Marketing written by John F. Tanner, Jr. and published by Ingram. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Service Marketing written by Edwin N. Torres and published by Taylor & Francis. This book was released on 2022-12-05 with total page 355 pages. Available in PDF, EPUB and Kindle. Book excerpt: This timely book is a comprehensive overview of customer service principles, theories, and practices. It looks at the best practices of service enterprises and the delivery of superior customer service. It also includes classic and contemporary theories relating to the consumers, managers, and their behaviors in organizational setting. The book uses real-life applications through examples from business enterprises in various service sectors, including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, and finance. This book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization’s servicescape, quality measurement tools, and use of technologies. The book also gives insights into consumers including their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies to ensure their loyalty. It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks. Filled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing.
Download or read book Services Marketing Management written by Hans Kasper and published by Wiley Global Education. This book was released on 2014-09-23 with total page 574 pages. Available in PDF, EPUB and Kindle. Book excerpt: In order to deliver excellent service quality, it is critical to understand, create and deliver real value to all stakeholders. The second edition of Services Marketing Management has been thoroughly revised and restructured to provide the students with an overview of services marketing from this clear strategic orientation. It includes: A linking of five core guiding principles: market orientation, assets and capabilities, characteristics of services, internationalization and the value concept New coverage of electronic services Many 'Service Practice' boxes, featuring examples from all of the world End of chapter review questions and practical assignments Full length cases at the end of the book with accompanying exercises "This is a welcome second edition, firmly establishing it as a leading international text on strategic services marketing. Though completely revised, it retains the unique focus of the original on care for the individual and the understanding, creation and delivery of value to customers, with the authors bringing their topic vividly to life through numerous international examples. Clearly written and logically structured, it will be an invaluable resource for services marketing and management courses at all levels." —Professor Graham Hooley, Aston Business School "An up-to-date, comprehensive and truly global treatment of services marketing management with new insights for every reader." —Leonard L. Berry, Distinguished Professor of Marketing, Mays Business School and author of Discovering the Soul of Service "This book is a very valuable addition to the services marketing literature. Its logical structure and clarity of expression will make it extremely appealing to students and lecturers." —Steve Oakes, University of Liverpool "This is a must for students, teachers and practitioners in services marketing." —Kjell Grønhaug, Norwegian School of Economics and Business Administration "This is an academically rigorous text with a strong European focus – excellent." —Jill Brown, Portsmouth Business School "Services Marketing Management: a comprehensive and completely up-to-date book based on an excellent combination of modern theory and actual practice." —Peter Leeflang, Frank M. Bass Professor of Marketing, University of Groningen and Professor at Johann Wolfgang Goethe University at Frankfurt am Main "This excellent textbook has got what it strongly deserved: a second edition. I particularly appreciate: the consequent focus on market and customer orientation the integration of business-to-business services the overarching HRM perspective and the refined didactic approach not self-evident in other service management textbooks What a service for the reader!" —Bernd Günter, Heinrich-Heine Universität, Düsseldorf
Download or read book Essentials of Services Marketing written by Jochen Wirtz and published by FT Press. This book was released on 2012-08-31 with total page 1383 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make it easy for students to understand: Clear, Simple Language and Visual Learning Aids The authors use simple English and short sentences to help students grasp concepts more easily and quickly. The text consists of full-colored learning cues, graphics, and diagrams to capture student attention and help them visualize concepts. Know Your ESM presents quick review questions designed to help students consolidate their understanding of key chapter concepts. Make it easy for students to relate: Cases and Examples written with a Global Outlook The first edition global outlook is retained by having an even spread of familiar cases and examples from the world’s major regions: 40% from American, 30% from Asia and 30% from Europe. Help students see how various concepts fit into the big picture: Revised Framework An improved framework characterized by stronger chapter integration as well as tighter presentation and structure. Help instructors to prepare for lessons: Enhanced Instructor Supplements Instructor’s Manual: Contain additional individual and group class activities. It also contains chapter-by-chapter teaching suggestions. Powerpoint Slides: Slides will feature example-based teaching using many examples and step-by-step application cases to teach and illustrate chapter concepts. Test Bank: Updated Test Bank that is Test Gen compatible. Video Bank: Corporate videos and advertisements help link concept to application. Videos will also come with teaching notes and/or a list of questions for students to answer. Case Bank: Cases can be in PDF format available for download as an Instructor Resource.
Download or read book Services Marketing People Technology Strategy Eighth Edition written by Jochen Wirtz and published by World Scientific Publishing Company. This book was released on 2016-03-29 with total page 801 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Download or read book Principles of Marketing written by Chris Samfilippo and published by Cognella Academic Publishing. This book was released on 2021-04-07 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Principles of Marketing written by Gary M. Armstrong and published by . This book was released on 2018 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: An introduction to marketing concepts, strategies and practices with a balance of depth of coverage and ease of learning. Principles of Marketing keeps pace with a rapidly changing field, focussing on the ways brands create and capture consumer value. Practical content and linkage are at the heart of this edition. Real local and international examples bring ideas to life and new feature 'linking the concepts' helps students test and consolidate understanding as they go. The latest edition enhances understanding with a unique learning design including revised, integrative concept maps at the start of each chapter, end-of-chapter features summarising ideas and themes, a mix of mini and major case studies to illuminate concepts, and critical thinking exercises for applying skills.
Download or read book Service Management And Marketing Customer Management In Service Competition 3Rd Ed written by Christian Grönroos and published by John Wiley & Sons. This book was released on 2007-06 with total page 500 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the third edition of a very successful book written by one of the leading writers and researchers in services marketing and management. Alongside the greater emphasis on the relationship approach to services marketing, this book provides a thorough update of various researches from the services marketing and relationship marketing field. It also includes new material on service recovery along with an in depth discussion of the basic ground rules and objectives of marketing. · The Service And Relationship Imperative: Managing In Service Competition · Managing Customer Relationships: An Alternative Paradigm In Management And Marketing · The Nature Of Services And Service Consumption, And Its Marketing Consequences · Service And Relationship Quality · Quality Management In Services · Return On Service And Relationships · Managing The Augmented Service Offering · Service Management Principles · Managing Productivity In Service Organizations · Managing Marketing Or Market-Oriented Management · Managing Integrated Marketing Communication And Total Communication · Managing Brand Relationships And Image · Customer-Focused Organization: Structure, Resources And Service Processes · Managing Internal Marketing: A Prerequisite For Successful Customer Management · Managing Service Culture: The Internal Service Imperative · Transforming A Manufacturing Firm Into A Service Business · Conclusions: Managing Services And Relationships
Download or read book Services Marketing and Management written by Audrey Gilmore and published by SAGE. This book was released on 2003-06-02 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text provides an overview of the characteristics and underlying principles of delivering services in today's marketplace, and places these issues in the context of the frameworks and activities of various types of organization, such as financial services, tourism, charities and museums.
