Format: Trade Paperback
Dimensions: 280 pages, 9.69 × 7.44 × 0.68 in
Published: April 11, 2006
The following ISBNs are associated with this title:
ISBN - 10: 0750666749
ISBN - 13: 9780750666749
Table of Contents
Preface; Acknowledgements; Introducing services; The organizational setting; Service design; The service setting; Service quality; The service encounter; Service employees; Managing demand and supply; Service communications; Performance measurement; Delivering satisfaction; Monitoring and evaluating the service; Index.
From the Publisher
Services Marketing Managementbuilds 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
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
A web based lecturer resource accompanies the text.
"This book provides the reader with a thorough understanding of the
principles of services marketing management, and the vital link
between the promises that marketers make to their customers, and
the standards of service that operational managers must actually
deliver. There is particularly good coverage of the contemporary
challenge of industrialising the service encounter and the book
provides a welcome discussion of the concept of emotional labour.
This new edition is brought up to date with discussion of recent
developments in technology that are transforming many service
Adrian Palmer, Professor of Services Marketing, University of
"The text is extremely well written and the content is very
thorough and comprehensive. A timely, valuable and welcome addition
Senior Lecturer in Marketing, Southampton Business School,