Preface; Acknowledgements; Introducing services; The organizational setting; Service design; The service setting; Service quality; The service encounter; Service employees; Managing demand and supply; Service communications; Performance measurement; Delivering satisfaction; Monitoring and evaluating the service; Index.
"This book provides the reader with a thorough understanding of the
principles of services marketing management, and the vital link
between the promises that marketers make to their customers, and
the standards of service that operational managers must actually
deliver. There is particularly good coverage of the contemporary
challenge of industrialising the service encounter and the book
provides a welcome discussion of the concept of emotional labour.
This new edition is brought up to date with discussion of recent
developments in technology that are transforming many service
Adrian Palmer, Professor of Services Marketing, University of Gloucestershire
"The text is extremely well written and the content is very thorough and comprehensive. A timely, valuable and welcome addition to services
Senior Lecturer in Marketing, Southampton Business School, Southampton Solent