Services Marketing: People, Technology, Strategy

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.

Contents: About the Authors; About the Contributors of the Case Studies; Preface; Acknowledgements; List of Case Studies; Case 1 Sullivan Ford Auto World; Case 2 Dr. Beckett's Dental Office; Case 3 Bouleau & Huntley: Cross-selling Professional Services; Case 4 Uber: Competing as Market Leader in the US versus Being a Distant Second in China; Case 5 Banyan Tree: Designing and Delivering a Branded Service Experience; Case 6 Kiwi Experience; Case 7 The Accra Beach Hotel: Block Booking of Capacity during a Peak Period; Case 8 Aussie Pooch Mobile; Case 9 Shouldice Hospital Limited (Abridged); Case 10 Delwarca Software Remote Support Unit; Case 11 Red Lobster; Case 12 Raleigh & Rosse: Measure to Motivate Exceptional Service; Case 13 Singapore Airlines: Managing Human Resources for Cost-effective Service Excellence; Case 14 Dr. Mahalee Goes to London: Global Client Management; Case 15 Royal Dining Membership Program Dilemma; Case 16 Starbucks: Delivering Customer Service; Case 17 LUX*: Staging a Service Revolution in a Resort Chain; Case 18 KidZania: Shaping a Strategic Service Vision for the Future; Case 19 Susan Munro, Service Customer; Case 20 Jollibee Foods Corporation; Case 21 Hotel Imperial; Case 22 Giordano: Positioning for International Expansion; Case 23 Revenue Management of Gondolas: Maintaining the Balance Between Tradition and Revenue; Case 24 Revenue Management at Prego Italian Restaurant; Case 25 Managing Word-of-Mouth: The Referral Incentive Program That Backfired; Case 26 National Library Board Singapore: World-Class Service through Innovation and People Centricity; Case 27 TLContact: CarePages Service; Case 28 Massachusetts Audubon Society; Case 29 Menton Bank; Case 30 Bossard Asia-Pacific: Can It Make Its CRM Strategy Work?; Case 31 Customer Asset Management at DHL in Asia; Case 32 The Broadstripe Service Guarantee; Glossary; Name Index; Subject Index;

Readership: Primary market — University students taking the Services Marketing course, generally compulsory for Business and Marketing students, as well as MBA and EMBA students; Secondary market — marketing professionals and practitioners.

Supplementary Material Resources:
Resources are also available to instructors who adopt this textbook for their courses. These include: Instructor's Manual and Case Teaching Notes; Powerpoint Desks ; Test Bank; Online Case Studies; Teaching Notes & Slides;