Services Marketing
Services Marketing
- ISBN 13:
9780078112058
- ISBN 10:
0078112052
- Edition: 6th
- Format: Hardcover
- Copyright: 03/12/2012
- Publisher: McGraw-Hill Education
- Newer Edition
Used From $220.01
Sorry, this item is currently unavailable.
List Price $301.05 Save $81.04
Used
$220.01
Usually Ships in 24-48 Hours
We Buy This Book Back!
Included with your book
Free Shipping On Every Order
Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
Extend or Purchase Your Rental at Any Time
Need to keep your rental past your due date? At any time before your due date you can extend or purchase your rental through your account.
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.