New softcover International Edition. Same contents as US edition. It is legal to use International editions. We Ship to PO BOX Address also. EXPEDITED shipping option available for certian weight packets only.
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.