For undergraduate courses in services marketing. As economies across the world continue to transition toward services, skills in marketing and managing services have never been more important. Essentials of Services Marketing, 4e, captures the reality of today's world, incorporates recent academic and managerial thinking, and illustrates cutting-edge service concepts. Designed to provide a crisp introduction to key topics in the field, this book places marketing issues within a broader general management context and shows the relationships between the marketing, operations, IT, and human resources functions in service firms.

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.

'This insightful and practical guidebook is instrumental for success in the Fourth Industrial Revolution.'Klaus SchwabFounder and Executive Chairman of the World Economic Forum 'One of the most important books of our times!'Bernard MarrInternationally bestselling author and strategic business & technology advisorauthor of The Intelligent Company 'An insightful exploration of Intelligent Automation.'Dr Kai-Fu LeeAuthor of New York Times bestseller, AI Superpowers 'Especially helpful are the middle sections, which explain the various technologies on the market, and offer a roadmap for IA transformations. Here, you will learn what these technologies can accomplish - on their own, and combined. The book also recommends leading solution providers on the market, potentially saving you time in vendor selections. Case studies are interspersed throughout, of success stories in industries like banking and retail ... This is a roll-up-your-sleeves primer that anyone can understand. It is broad enough to apply across most Industries and types of organisations, yet specific enough to be of practical use.'The Business Times This book is the first book on the emerging trend of intelligent automation. Also known as hyperautomation, it is a cutting-edge combination of methods and technologies involving people, organizations, machine learning, natural language processing, computer vision, robotic process automation, and more. Accessible for all audiences, this book demonstrates that adopting intelligent automation has now become a condition for business survival. It delves into the technologies leveraged by hyperautomation, new trends relating to the field, and how society and work can be reinvented with intelligent automation.Key Points Covered:What is Intelligent Automation (IA)? What benefits does it unleash for companies, customers and society?How have leading organizations been able to harness the full potential of IA, at scale to generate massive efficiency gains?How can IA save 10+ million lives per year, triple our global budget for education, eliminate hunger, help protect our planet, or increase the resilience of society to pandemics and crises?What you will get from this book:Learn from 100+ IA transformation successes (and failures)Benefit from the largest publicly available library of IA use cases by industry and by business functionGain access to insights garnered from 200+ IA industry expertsRelated Link(s)

'This insightful and practical guidebook is instrumental for success in the Fourth Industrial Revolution.'Klaus SchwabFounder and Executive Chairman of the World Economic Forum 'One of the most important books of our times!'Bernard MarrInternationally bestselling author and strategic business & technology advisorauthor of The Intelligent Company 'An insightful exploration of Intelligent Automation.'Dr Kai-Fu LeeAuthor of New York Times bestseller, AI Superpowers 'Especially helpful are the middle sections, which explain the various technologies on the market, and offer a roadmap for IA transformations. Here, you will learn what these technologies can accomplish - on their own, and combined. The book also recommends leading solution providers on the market, potentially saving you time in vendor selections. Case studies are interspersed throughout, of success stories in industries like banking and retail ... This is a roll-up-your-sleeves primer that anyone can understand. It is broad enough to apply across most Industries and types of organisations, yet specific enough to be of practical use.'The Business Times This book is the first book on the emerging trend of intelligent automation. Also known as hyperautomation, it is a cutting-edge combination of methods and technologies involving people, organizations, machine learning, natural language processing, computer vision, robotic process automation, and more. Accessible for all audiences, this book demonstrates that adopting intelligent automation has now become a condition for business survival. It delves into the technologies leveraged by hyperautomation, new trends relating to the field, and how society and work can be reinvented with intelligent automation.Key Points Covered:What is Intelligent Automation (IA)? What benefits does it unleash for companies, customers and society?How have leading organizations been able to harness the full potential of IA, at scale to generate massive efficiency gains?How can IA save 10+ million lives per year, triple our global budget for education, eliminate hunger, help protect our planet, or increase the resilience of society to pandemics and crises?What you will get from this book:Learn from 100+ IA transformation successes (and failures)Benefit from the largest publicly available library of IA use cases by industry and by business functionGain access to insights garnered from 200+ IA industry expertsRelated Link(s)

This book encompasses empirical evidences to understand the application of data analytical techniques in emerging contexts. Varied studies relating to manufacturing and services sectors including healthcare, banking, information technology, power, education sector etc. stresses upon the systematic approach followed in applying the data analytical techniques; and also analyses how these techniques are effective in decision-making in different contexts. Especially, the application of regression modeling, financial modelling, multi-group modeling, cluster analysis, and sentiment analysis will help the readers in understanding critical business scenarios in the best possible way, and which later can help them in arriving at best solution for the business related problems. The individual chapters will help the readers in understanding the role of specific data analytic tools and techniques in resolving business operational issues experienced in manufacturing and service organisations in India and in developing countries. The book offers a relevant resource that will help readers in the application and interpretation of data analytical statistical practices relating to emerging issues like customer experience, marketing capability, quality of manufactured products, strategic orientation, high-performance human resource policy, employee resilience, financial resources, etc. This book will be of interest to a professional audience that include practitioners, policy makers, NGOs, managers and employees as well as academicians, researchers and students.

Services Marketing: People, Technology, Strategy is the ninth 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 book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.Supplementary Material Resources:Resources are available to instructors who adopt this textbook for their courses. These include: (1) Instructor's Manual, (2) Case Teaching Notes, (3) PowerPoint deck, and (4) Test Bank. Please contact [email protected] Features:

For undergraduate courses in Service Marketing This title is a Pearson Global Edition. The Editorial team at Pearson has worked closely with educators around the world to include content which is especially relevant to students outside the United States. The fundamentals of services marketing presented in a strategic marketing framework. Organized around a strategic marketing framework Services Marketing provides instructors with maximum flexibility in teaching while guiding students into the consumer and competitive environments in services marketing. The marketing framework has been restructured for this edition to reflect what is happening in services marketing today.

Services Marketing: People, Technology, Strategy is the ninth 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 book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.

Supplementary Material Resources:

Resources are available to instructors who adopt this textbook for their courses. These include: (1) Instructor's Manual, (2) Case Teaching Notes, (3) PowerPoint deck, and (4) Test Bank. Please contact [email protected]

Key Features:

• Full-color visual aids promote learning and organizational frameworks capture essence of individual chapters in one look
• Content thoroughly revised to include real-life industry examples and global case studies supported by academic research
• Supplementary teaching materials complement the textbook to make teaching and assessment easier

From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition. This book is the sixth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

This book encompasses empirical evidences to understand the application of data analytical techniques in emerging contexts. Varied studies relating to manufacturing and services sectors including healthcare, banking, information technology, power, education sector etc. stresses upon the systematic approach followed in applying the data analytical techniques; and also analyses how these techniques are effective in decision-making in different contexts. Especially, the application of regression modeling, financial modelling, multi-group modeling, cluster analysis, and sentiment analysis will help the readers in understanding critical business scenarios in the best possible way, and which later can help them in arriving at best solution for the business related problems. The individual chapters will help the readers in understanding the role of specific data analytic tools and techniques in resolving business operational issues experienced in manufacturing and service organisations in India and in developing countries. The book offers a relevant resource that will help readers in the application and interpretation of data analytical statistical practices relating to emerging issues like customer experience, marketing capability, quality of manufactured products, strategic orientation, high-performance human resource policy, employee resilience, financial resources, etc. This book will be of interest to a professional audience that include practitioners, policy makers, NGOs, managers and employees as well as academicians, researchers and students.

Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This volume provides a summary of how a world-class service organization looks like as well as an assessment tool to evaluate the organization within each of the three functional areas of marketing, operations, and human resources.

The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value for both customers and organizations. This book describes how to improve service quality and productivity, and discusses how to use key tools (including customer feedback systems) to achieve this. This book is the 12th volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

Highly capable and motivated people are at the center of service excellence and productivity. Behind today's successful service organizations stands a firm commitment to effective management of human resources, including the recruitment, selection, training, motivation, and retention of employees. Organizations that display this commitment understand the economic payoff from investing in their people. Managing People for Service Advantage will give an insight on how to get HR right in service organizations, and how to get satisfied, loyal, motivated and productive service employees. This book is the ninth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

Designing the service environment is an art that involves a lot of time and effort, and can be expensive to implement. Service environments relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites. Crafting the Service Environment focuses on the key dimensions of service environments in the servicescape model and not much on its other aspects. This book is the eighth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

Many services with limited capacity face wide swings in demand that can be caused by the change in seasons. The effective use of expensive productive capacity is one of the secrets of success in such businesses. By working with managers in operations and human resources, service marketers need to develop strategies to bring demand and capacity into balance, in ways that create benefits for customers as well as to improve profitability for the business. Balancing Capacity and Demand in Service Operations is the seventh volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

Developing an effective service marketing communications strategy starts with a good understanding of the service product and its prospective buyers. It is essential to understand target market segments and their exposure to different media, consumers' awareness of the service product, their attitudes toward it, and how they can easily evaluate the products characteristics prior to purchase, and during and after consumption. Service Marketing Communications is the fifth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

Creating a viable service requires a business model that allows for the costs of creating and delivering the service, in addition to a margin for profits, to be recovered through realistic pricing and revenue management strategies. However, the pricing of services is complicated. Pricing Services and Revenue Management explains how to set an effective pricing and revenue management strategy that fulfils the promise of the value proposition so that a value exchange takes place. This book is the fourth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is a complex task that requires an understanding of how the core and supplementary services should be combined, sequenced, and delivered to create a value proposition that meets the needs of target segments. Developing Service Products and Brands is the third volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

What makes consumers or institutional buyers select, and remain loyal to, one service provider over another? Without knowing which product features are of specific interest to customers, it is hard for managers to develop an appropriate strategy. As competition intensifies in the service sector, it is becoming more important for service organizations to differentiate their products in ways meaningful to customers. Positioning Services in Competitive Markets is the second volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

In services marketing, it is important to understand why customers behave the way they do. How do they make decisions about buying and using a service? What determines their satisfaction with it after consumption? Without this understanding, no firm can hope to create and deliver services that will result in satisfied customers who will buy again. Understanding Service Consumers is the first volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

Targeting, acquiring, and retaining the 'right' customers is at the core of many successful service firms. The objective is to build the relationships and develop loyal customers who will contribute to a growing volume of business with the firm in the future. Managing Customer Relationships and Building Loyalty describes how to acquire and develop desirable, loyal customers within the chosen segments, and the painstaking process to build and maintain their loyalty through well-conceived relationship marketing strategies. This book is the tenth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty or it watches its customers take their business elsewhere. Designing Complaint Handling and Service Recovery Strategies is the 11th volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.