Explore the latest industry trends and issues as you examine services marketing from a unique, broad perspective with SERVICES MARKETING: CONCEPTS, STRATEGIES AND CASES, 6e. Fifteen streamlined chapters present services marketing as both an essential focus for service firms as well as a competitive advantage for companies that market tangible products. The latest examples and interesting end-of-chapter cases address current global issues, such as environmental, societal and governance (ESG) issues and changing consumer markets. New content introduces you to technological advancements like robotics and artificial intelligence in services marketing and recent challenges, such as the consequences of the pandemic, stressed employees and disruptive customers. You gain valuable insights for business success with this comprehensive, current approach to services marketing and this edition's practical global perspective.

An "entertaining" (Booklist) account of the mysterious, hair-raising, and heartbreaking cases handled by the coroner of Marin County, California throughout his four decades on the job--from high-profile deaths and serial killers to inmate murders and Golden Gate Bridge suicides.Marin County, California is a study in contradictions. Its natural beauty attracts celebrity residents and thousands of visitors every year, yet the county also is home to San Quentin Prison, one of the oldest and largest penitentiaries in the United States. Marin ranks in the top one percent of counties nationwide in terms of affluence and overall health, yet it is far above the norm in drug overdoses and alcoholism, not to mention the large percentage of suicides that occur on the Golden Gate Bridge. Ken Holmes worked in the Marin County Coroner's Office for thirty-six years, starting as a death investigator and ending as the three-term, elected coroner. As he grew into the job--one that is far different from the forensics we see on television--Holmes learned a variety of skills, from finding hidden clues at death scenes, interviewing witnesses effectively, managing bystanders and reporters, and preparing testimony for court to how to notify families of a death with sensitivity and compassion. He also learned about different kinds of firearms, all types of drugs--prescription and illegal--and about certain unexpected and potentially fatal phenomena, such as autoeroticism. Complete with poignant anecdotes, The Education of a Coroner is "riveting and complex...supremely entertaining reading material and...a fascinating and wildly informative dive into the mysterious world of death and decay" (Kirkus Reviews).

The Golden Gate Bridge is one of the most beautiful and most photographed structures in the world. It's also the most deadly. Since it opened in 1937, more than 1,500 people have died jumping off the bridge, making it the top suicide site on earth. It's also the only international landmark without a suicide barrier. Weaving drama, tragedy, and politics against the backdrop of a world-famous city, "The Final Leap" is the first book ever written about Golden Gate Bridge suicides. John Bateson leads us on a fascinating journey that uncovers the reasons for the design decision that led to so many deaths, provides insight into the phenomenon of suicide, and examines arguments for and against a suicide barrier. He tells the stories of those who have died, the few who have survived, and those who have been affected - from loving families to the Coast Guard, from the coroner to suicide prevention advocates.

A timely look at the epidemic of military suicide-and an assessment of what can be done to prevent it. Nearly every day an active-duty soldier in the United States military resorts to suicide, and nearly every hour a veteran does the same. In recent years the problem of military suicides has reached epidemic proportions, but it's all too easy for most of us to gloss over the headlines or tune out the details. In The Last and Greatest Battle-the first book devoted exclusively to the problem of military suicides-John Bateson brings this neglected crisis into the spotlight. Bateson, the former executive director of a nationally certified suicide prevention center, surveys the history of suicide in the United States military from the Civil War to the present day and outlines a plan to save lives-and ultimately end the tragedy of military suicides. He uses the stories of individual soldiers to illuminate the unique challenges faced by American troops today. Transitioning from the front lines to the home front is difficult for many service members, and many need help both during and after their deployments. But even though the military is spending millions of dollars on suicide prevention programs, record numbers of soldiers continue to take their lives. To that end, Bateson outlines a plan of action. If the military works to remove stigma, to make treatment more effective and more accessible, and to limit risk factors for suicide in the first place by taking measures like reducing the number and length of deployments and adjusting pre-deployment training to take into account the way that wars are waged today, an end to the problem of military suicide is as possible as it is essential.

Building Hope tells, from the trenches, what it's like to lead and manage a nonprofit agency. Filled with insights, tips, lessons learned, and poignant stories, this book will help nonprofit executives, board members, and volunteers alike leave work at the end of each day knowing they made a difference in the lives of others. With nearly twenty-seven years in the nonprofit sector, John Bateson, executive director of a busy crisis center, has seen it all. Eager to share his knowledge, he explains what it takes to lead employees and volunteers, as well as how to satisfy the other stakeholders: donors, government officials, board members and, of course, service recipients. As Bateson demonstrates so eloquently, the relationship between nonprofit organizations and all these stakeholders is built on trust, need, compassion, and-above all else-hope. Building Hope tells, from the trenches, what it's like to lead and manage a nonprofit agency. Filled with insights, tips, lessons learned, and poignant stories, this book will help nonprofit executives, board members, and volunteers alike leave work at the end of each day knowing they made a difference in the lives of others. With nearly twenty-seven years in the nonprofit sector, John Bateson, executive director of a busy crisis center, has seen it all. Eager to share his knowledge, he explains what it takes to lead employees and volunteers, as well as how to satisfy the other stakeholders: donors, government officials, board members and, of course, service recipients. As Bateson demonstrates so eloquently, the relationship between nonprofit organizations and all these stakeholders is built on trust, need, compassion, and-above all else-hope. But stakeholders expect a lot in return, like competence and evidence that the organization is making a difference in the community and the lives of others. Leading nonprofits competently is what this book is all about. Each chapter focuses on a different facet of nonprofit leadership: how to build a strong and effective governing board, manage and inspire staff, develop efficient and effective programs, raise money, recruit and retain talented volunteers, market the agency, manage finances, and plan for the future. Best of all, each chapter is laced with stories that hammer home a point: What happens (and what to do) when a major gift solicitation goes horribly wrong, why cultural competency is critical, and what unusual interview questions can uncover the most promising potential employees. The workload can be crushing and the stress level high in the nonprofit world. Yet being able to look around a community and see tangible evidence of success makes it all worthwhile. This book will help provide the skills-and the heart-nonprofit managers need to make a difference and build the hope that will sustain others for years to come.

This new international edition of Services Marketing provides an up-to-date and comprehensive overview of the services marketing industry focusing strongly on customer satisfaction, service quality and customer service. Building on the seminal work of Hoffman and Bateson, the authors provide an excellent combination of real-world case studies and service marketing theory ideal for students and practitioners alike.