Services marketing: people, technology, strategy

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, new technologies such as artificial intelligence and robotics, and new business models including peer-to-peer sharing platforms. 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.

Creating value in the service economy -- Understanding service consumers -- Positioning services in competitive markets -- Developing service products and brands -- Distributing services through physical and electronic channels -- Service pricing and revenue management -- Service marketing communications -- Designing service processes -- Balancing demand and capacity -- Crafting the service environment -- Managing people for service advantage -- Managing relationships and building loyalty -- Complaint handling and service recovery -- Improving service quality and productivity -- Building a world-class service organization -- Case 01: Sullivan Ford auto world -- Case 02: Dr. Beckett's dental office -- Case 03: Digital luxury services: tradition versus innovation in luxury fashion -- Case 04: Uber's unintended burdens -- Case 05: Kiwi experience -- Case 06: Revenue management at the view -- Case 07: The Accra Beach Hotel: block booking of capacity during a peak period -- Case 08: Aussie pooch mobile -- Case 09: Service robots in the frontline: how will Aarion Bank's customers respond? -- Case 10: Shouldice Hospital Limited (abridged) -- Case 11: Singapore Airlines: managing human re…