Services, whether online or offline, are important in modern economies in which the understanding is that we ‘are all in services’. Services Marketing, a subset of the field of Marketing, has evolved and developed a range of theories and models, all focused on providing superior service offerings to today’s market and the growing expectations of service delivery. New research provides additional contemporary insights into this dynamic and developing area. This text seeks to address the current research and its managerial implications in both online and offline services. It includes new case studies, integrating new research and new perspectives on the various aspects of services.

The book covers important topics in providing services, including:

• Technology and its role in service marketing
• Customer expectations and perceptions
• Creating customer value
• Services architecture
• Pricing decision-making
• Demand management
• Building customer relationships and loyalty
• Integrated service marketing communication
• Service recovery strategies

Principles of Marketing covers the basic concepts of marketing in a practical manner.

South African examples from manufacturing and service industries expose students to a wide variety of industry and clear, directional projects hone students' marketing skills and prepare them for the working environment.

Students compile their own marketing plan which they can adapt and use in industry and can use self-assessment questions at the end of each chapter for formative assessment.