{"product_id":"services-marketing-management-a-strategic-perspective-paperback-softback-9780470091166","title":"Services Marketing Management; A Strategic Perspective (Paperback \/ softback) 9780470091166","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eServices Marketing Management\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eA Strategic Perspective\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eHans Kasper (Author), Piet van Helsdingen (Author), Mark Gabbott (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9780470091166, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003ePaperback \/ softback, published 13 April 2006\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e576 pages\u003cbr\u003e26.1 x 19.7 x 2.7 cm, 1.332 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003eIn order to deliver excellent service quality, it is critical to understand, create and deliver real value to all stakeholders. The second edition of \u003ci\u003eServices Marketing Management\u003c\/i\u003e has been thoroughly revised and restructured to provide the students with an overview of services marketing from this clear strategic orientation.  \u003cp\u003eIt is built around five core guiding principles:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eMarket orientation\u003c\/li\u003e \u003cli\u003eAssets and capabilities\u003c\/li\u003e \u003cli\u003eCharacteristics of services\u003c\/li\u003e \u003cli\u003eInternationalization\u003c\/li\u003e \u003cli\u003eValue concept\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eWith numerous examples that illustrate key points in the text, \u003ci\u003eServices Marketing Management, 2\u003csup\u003end\u003c\/sup\u003e Edition\u003c\/i\u003e begins by embracing services marketing management in both a national and international context, including the latest developments, then outlines the wide variety of assets and strategic capabilities required to deliver services and create superior value for customers.\u003c\/p\u003e \u003cp\u003e\u003ca id=\"PROF_REVIEWS\" name=\"PROF_REVIEWS\"\u003e\u003ci\u003e'This is a welcome second edition, firmly establishing it as\u003c\/i\u003e \u003ci\u003ea leading international text on strategic services marketing.\u003c\/i\u003e \u003ci\u003eThough completely revised, it retains the unique focus of\u003c\/i\u003e \u003ci\u003ethe original on care for the individual and the understanding,\u003c\/i\u003e \u003ci\u003ecreation and delivery of value to customers, with the authors\u003c\/i\u003e \u003ci\u003ebringing their topic vividly to life through numerous\u003c\/i\u003e \u003ci\u003einternational examples. Clearly written and logically\u003c\/i\u003e \u003ci\u003estructured, it will be an invaluable resource for services\u003c\/i\u003e \u003ci\u003emarketing and management courses at all levels.’\u003c\/i\u003e\u003cbr\u003e Professor Graham Hooley, Aston Business School\u003c\/a\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003e\"An up-to-date, comprehensive and truly global\u003c\/i\u003e \u003ci\u003etreatment of services marketing management\u003c\/i\u003e \u003ci\u003ewith new insights for every reader.\"\u003c\/i\u003e\u003cbr\u003e Leonard L. Berry, Distinguished Professor of Marketing, Mays Business School and author of \u003ci\u003eDiscovering the Soul of Service\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003e\"This book is a very valuable addition to the\u003c\/i\u003e \u003ci\u003eservices marketing literature. Its logical structure\u003c\/i\u003e \u003ci\u003eand clarity of expression will make it extremely\u003c\/i\u003e \u003ci\u003eappealing to students and lecturers.\"\u003c\/i\u003e\u003cbr\u003e Steve Oakes, University of Liverpool\u003c\/p\u003e \u003cp\u003e\u003ci\u003e\"This is a must for students, teachers and\u003c\/i\u003e \u003ci\u003epractitioners in services marketing.’\u003c\/i\u003e\u003cbr\u003e Kjell Grønhaug, Norwegian School of Economics and Business Administration\u003c\/p\u003e \u003cp\u003e\u003ci\u003e‘This is an academically rigorous text with a\u003c\/i\u003e \u003ci\u003estrong European focus – excellent.’\u003c\/i\u003e\u003cbr\u003e Jill Brown, Portsmouth Business School\u003c\/p\u003e \u003cp\u003e‘Services Marketing Management\u003ci\u003e: a\u003c\/i\u003e \u003ci\u003ecomprehensive and completely up-to-date book\u003c\/i\u003e \u003ci\u003ebased on an excellent combination of modern\u003c\/i\u003e \u003ci\u003etheory and actual practice.\"\u003c\/i\u003e\u003cbr\u003e Peter Leeflang, Frank M. Bass Professor of Marketing, University of Groningen and Professor at Johann Wolfgang Goethe University at Frankfurt am Main\u003c\/p\u003e \u003cp\u003e\u003ci\u003e‘This excellent textbook has got what it strongly\u003c\/i\u003e \u003ci\u003edeserved: a second edition. I particularly\u003c\/i\u003e \u003ci\u003eappreciate:\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003e• the consequent focus on market and customer\u003c\/i\u003e \u003ci\u003eorientation\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003e• the integration of business-to-business\u003c\/i\u003e \u003ci\u003eservices\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003e• the overarching HRM perspective and\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003e• the refined didactic approach not self-evident\u003c\/i\u003e \u003ci\u003ein other service management textbooks.\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003e\"What a service for the reader!\"\u003c\/i\u003e\u003cbr\u003e Bernd Günter, Heinrich-Heine Universität, Düsseldorf\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003ePART I: UNDERSTANDING VALUE CREATION IN SERVICES.  \u003cp\u003e1. The World of Services.\u003c\/p\u003e \u003cp\u003e2. Fundamentals of Services Marketing Management.\u003c\/p\u003e \u003cp\u003e3. Buyer Behaviour and Segmentation.\u003c\/p\u003e \u003cp\u003ePART II: CREATING VALUE IN SERVICES.\u003c\/p\u003e \u003cp\u003e4. Service Relationships and Brands.\u003c\/p\u003e \u003cp\u003e5. Service Quality.\u003c\/p\u003e \u003cp\u003e6. Market Strategies for Service Organisations.\u003c\/p\u003e \u003cp\u003e7. Internationalising Services.\u003c\/p\u003e \u003cp\u003ePART III: DELIVERING VALUE THROUGH THE ACTUAL SERVICE EXPERIENCE.\u003c\/p\u003e \u003cp\u003e8. Services and E-services.\u003c\/p\u003e \u003cp\u003e9. Service Innovation.\u003c\/p\u003e \u003cp\u003e10. People, Process and Physical Evidence.\u003c\/p\u003e \u003cp\u003e11. Creating the Service Experience: Place, Promotion and Price.\u003c\/p\u003e \u003cp\u003e12. Implementation, Performance and Control.\u003c\/p\u003e \u003cp\u003eCase Studies.\u003c\/p\u003e \u003cp\u003eReferences.\u003c\/p\u003e \u003cp\u003eIndex.\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52257034404120,"sku":"9780470091166","price":54.75,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9780470091166.jpg?v=1781275923","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/services-marketing-management-a-strategic-perspective-paperback-softback-9780470091166","provider":"Freshly Printed Books","version":"1.0","type":"link"}