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Author | : Alan Wilson |
Publisher | : McGraw Hill |
Total Pages | : 558 |
Release | : 2016-01-16 |
Genre | : Business & Economics |
ISBN | : 0077169328 |
Download EBOOK: Services Marketing: Integrating Customer Focus Across the Firm Book in PDF, ePub and Kindle
European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner
Author | : Valarie A. Zeithaml |
Publisher | : McGraw-Hill/Irwin |
Total Pages | : 0 |
Release | : 2000 |
Genre | : Customer relations |
ISBN | : 9780072312218 |
Download Services Marketing Book in PDF, ePub and Kindle
Virtually all companies view service as critical to retaining their customers today and in the future. Even manufacturers that formerly depended on their physical products now recognize that service provides one of their few sustainable competitive advantages. This book includes coverage of global services marketing and the impact of the world wide web.
Author | : Valarie A. Zeithaml |
Publisher | : McGraw-Hill |
Total Pages | : 708 |
Release | : 2009 |
Genre | : Customer services |
ISBN | : 9780071263931 |
Download Services Marketing Book in PDF, ePub and Kindle
Services Marketing, 5/e, recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book's content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.
Author | : Alan M. Wilson |
Publisher | : |
Total Pages | : 559 |
Release | : 2012 |
Genre | : Customer services |
ISBN | : 9780077131715 |
Download Services Marketing Book in PDF, ePub and Kindle
This book focuses on the development of customer relationships throught quality service. It puts the customer's experience of services at the centre of its approach.
Author | : WILSON |
Publisher | : |
Total Pages | : |
Release | : 2020-10 |
Genre | : |
ISBN | : 9781526847805 |
Download Print Book of Wilson Services Marketing Book in PDF, ePub and Kindle
Author | : Alan Wilson |
Publisher | : McGraw Hill |
Total Pages | : 539 |
Release | : 2020-10-07 |
Genre | : Business & Economics |
ISBN | : 1526847817 |
Download EBK: Services Marketing: Integrating Customer Service Across the Firm 4e Book in PDF, ePub and Kindle
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Author | : Teresa Swartz |
Publisher | : SAGE |
Total Pages | : 538 |
Release | : 2000 |
Genre | : Business & Economics |
ISBN | : 9780761916123 |
Download Handbook of Services Marketing and Management Book in PDF, ePub and Kindle
This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'
Author | : Jochen Wirtz |
Publisher | : World Scientific Publishing Company |
Total Pages | : 801 |
Release | : 2016-03-29 |
Genre | : Business & Economics |
ISBN | : 194465903X |
Download Services Marketing: People, Technology, Strategy (Eighth Edition) Book in PDF, ePub and Kindle
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.
Author | : Thorsten Hennig-Thurau |
Publisher | : Springer Science & Business Media |
Total Pages | : 454 |
Release | : 2013-06-29 |
Genre | : Business & Economics |
ISBN | : 3662097451 |
Download Relationship Marketing Book in PDF, ePub and Kindle
Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS
Author | : Christine Ennew |
Publisher | : Routledge |
Total Pages | : 464 |
Release | : 2013-07-18 |
Genre | : Business & Economics |
ISBN | : 1134076029 |
Download Financial Services Marketing Book in PDF, ePub and Kindle
This new edition balances the theoretical and the practical for advanced undergraduates, those specialising in financial services at postgraduate level, individuals undertaking professional courses such as those offered by the IFS School of Finance, and employees working within the financial services sector. Ennew & Waite draw from global business cases in both B2B and B2C marketing, taking a unique approach in terms of structure by splitting discussion between marketing for acquisition and marketing for retention. This fully updated and revised second edition features: A revised approach to the industry in the light of the global financial crisis, including ethical considerations, consumer confidence issues, and new approaches to regulation New sections on e-commerce and its impact on customer relationships New case studies and vignettes A new companion website to support teaching, including PowerPoint slides, test bank questions, additional cases and cameo video mini-lectures. Financial Services Marketing 2e will help the student and the practitioner to develop a firm grounding in the fundamentals of financial services strategy, customer acquisition and customer development. Reflecting the realities of financial services marketing in an increasingly complex sector, it provides the most up-to-date, international and practical guide to the subject available.