Services Marketing: Integrating Customer Focus Across the Firm

by Valarie A. Zeithaml, Dwayne D. Gremler, Mary Jo Bitner

Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries.

New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. View Table of Contents and Features below for more information.

Genres: Business, Management, Nonfiction

544 pages, Hardcover

First published July 1, 1902

Reviews

[Awais · Rating 4 out of 5]

Very good book I recommend must especially for those who are in service industry.

[Greg · Rating 2 out of 5]

This is a pretty lousy textbook. It is overly theoretical and the useful material could have been presented much more succinctly in about 250 pages.

[Pankaj Wagh · Rating 4 out of 5]

Essential for marketing Student's who are looking to work in service sector.

[المهند السبيعي · Rating 4 out of 5]

Very informative yet too academic style, you might get bored easily but be patient and you will learn a lot

[Saba Ahmad]

Extremely helpful

[Dr.Ata Homayoun · Rating 5 out of 5]

gr8 book!

[Cantrelle Peppin · Rating 4 out of 5]

Covers all the necessary topics (and then some) of service marketing.

[Babak Hazaveh · Rating 3 out of 5]

وجه آکادمیک و تئوری آن بر وجه کاربردی آن غلبه دارد؛ با این وجود بینش خوبی درباره ویژگی‌های بازار خدمات می‌دهد.