
Services Marketing
Text and Cases
Red Globe Press
3rd Edition
Published on 30. December 2008
Book
Paperback/Softback
376 pages
978-0-230-52093-6 (ISBN)
Description
Marketing is crucial in any industry: for service based organisations it's absolutely critical. This textbook looks at the issues, models and theories behind services marketing. It is supported by a range of substantial international case studies and offers an insight into the operation of many different service industries.
Reviews / Votes
'A well written and accessible text, rigorously underpinned with theory and copious references. I particularly liked the emphasis on small scale businesses.' - Adrian Palmer, Professor of Marketing, School of Business and Economics, University of Wales Swansea, UK. 'This book should be read by all academics, students and practitioners interested in service marketing. It is rich in models, theories and cases and offers an insight into the operations of many different service industries.' - Prof Okoso-Amaa, Dar es Salaam Business School, Mzumbe University, Tanzania. 'Services Marketing 3rd Edition is packed full of interesting, up-to-date case studies from all over the world. It is written in a refreshing style that peppers theory with practical scenarios. It is a tremendous read as the examples bring the book to life.' - Alexandra J. Kenyon, Chartered Marketer, Centre for Hospitality and Retailing, Leeds Metropolitan University, UK. 'The authors have clearly developed and updated sections to provide a better understanding of how services today conduct their business. Both the 'Postcards from Practice' and the 'It's in the News' articles are excellent new additions.' - David Ratcliffe, Senior Lecturer in Marketing, Northampton Business School, UK. 'Services Marketing 3rd edition is relevant, topical and student friendly. With its in-depth case studies, and novel features: ' It's in the News' and 'Postcards from Practice', it should prove a popular text for lecturers and students'. - Isabelle Szmigin, Professor of Marketing, Birmingham Business School, The University of Birmingham, UK. 'An excellent combination of real world case studies and service marketing theory. Good for practitioners and students alike.' - Simon Kelly, Senior Lecturer in Marketing, Sheffield Hallam University, UK.More details
Edition
3rd ed. 2008
Language
English
Place of publication
London
United Kingdom
Publishing group
Bloomsbury Publishing PLC
Target group
College/higher education
Professional and scholarly
Dimensions
Height: 246 mm
Width: 189 mm
Thickness: 20 mm
Weight
734 gr
ISBN-13
978-0-230-52093-6 (9780230520936)
DOI
10.1007/978-1-137-16396-7
Schweitzer Classification
Other editions
Previous edition

Book
12/2002
2nd Edition
Palgrave Macmillan
€43.39
Article exhausted; check for reprint
Persons
STEVE BARON is Professor of Marketing at Liverpool Business School, UK and also holds a chair in Services Marketing.
KIM HARRIS is Professor of Marketing at The University of Lincoln Business School, UK.
TONI HILTON is Associate Dean for Research& Knowledge Transfer at Westminster Business School, UK.
Content
Introduction.- Setting the Context.- Service Goals: Use of Metaphors.- Service Encounters.- Consumer Experiences.- Service Design.- Internal Marketing.- Service Quality and Customer Satisfaction.- Relationship Marketing.- Service Profitability.- Further Research Issues and Conclusion.- Case Studies.- Index.