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Services Marketing Management - A Strategic Perspective 2e (Paperback, 2nd Edition)
Loot Price: R1,591
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Services Marketing Management - A Strategic Perspective 2e (Paperback, 2nd Edition)
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Total price: R1,611
Discovery Miles: 16 110
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In order to deliver excellent service quality, it is critical to
understand, create and deliver real value to all stakeholders. The
second edition of Services Marketing Management has been thoroughly
revised and restructured to provide the students with an overview
of services marketing from this clear strategic orientation. It
includes: * A linking of five core guiding principles: market
orientation, assets and capabilities, characteristics of services,
internationalization and the value concept * New coverage of
electronic services * Many 'Service Practice' boxes, featuring
examples from all of the world * End of chapter review questions
and practical assignments * Full length cases at the end of the
book with accompanying exercises 'This is a welcome second edition,
firmly establishing it as a leading international text on strategic
services marketing. Though completely revised, it retains the
unique focus of the original on care for the individual and the
understanding, creation and delivery of value to customers, with
the authors bringing their topic vividly to life through numerous
international examples. Clearly written and logically structured,
it will be an invaluable resource for services marketing and
management courses at all levels.' Professor Graham Hooley, Aston
Business School 'An up-to-date, comprehensive and truly global
treatment of services marketing management with new insights for
every reader.' Leonard L. Berry, Distinguished Professor of
Marketing, Mays Business School and author of Discovering the Soul
of Service 'This book is a very valuable addition to the services
marketing literature. Its logical structure and clarity of
expression will make it extremely appealing to students and
lecturers.' Steve Oakes, University of Liverpool 'This is a must
for students, teachers and practitioners in services marketing.'
Kjell Gronhaug, Norwegian School of Economics and Business
Administration 'This is an academically rigorous text with a strong
European focus - excellent.' Jill Brown, Portsmouth Business School
'Services Marketing Management: a comprehensive and completely
up-to-date book based on an excellent combination of modern theory
and actual practice.' Peter Leeflang, Frank M. Bass Professor of
Marketing, University of Groningen and Professor at Johann Wolfgang
Goethe University at Frankfurt am Main 'This excellent textbook has
got what it strongly deserved: a second edition. I particularly
appreciate: * the consequent focus on market and customer
orientation * the integration of business-to-business services *
the overarching HRM perspective and * the refined didactic approach
not self-evident in other service management textbooks. What a
service for the reader!' Bernd Gunter, Heinrich-Heine Universitat,
Dusseldorf
General
Imprint: |
John Wiley & Sons
|
Country of origin: |
United States |
Release date: |
April 2006 |
First published: |
June 2006 |
Authors: |
H. Kasper
|
Dimensions: |
254 x 203 x 31mm (L x W x T) |
Format: |
Paperback
|
Pages: |
576 |
Edition: |
2nd Edition |
ISBN-13: |
978-0-470-09116-6 |
Categories: |
Books >
Business & Economics >
Business & management >
General
|
LSN: |
0-470-09116-9 |
Barcode: |
9780470091166 |
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