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Services Marketing 3ed
Integrating Customer Focus Across the Firm
By: Alan Wilson, Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler
Paperback | 16 April 2016 | Edition Number 3
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New and updated material in this new edition include:
- New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field
- Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships
- New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner
Alan is Professor of Marketing at University of Strathclyde Business School. Before joining the Business School, he was a senior consultant within a London-based marketing consultancy practice and prior to that an Associate Director of a leading London-based marketing research agency. Whilst at Strathclyde, he has been a Vice Dean of the Business School and Head of the Department of Marketing.
Alan's expertise is in the areas of services marketing, customer experience management, corporate branding and reputation, digital marketing and marketing research.
He is a Board Director and Chairman of Culture Republic (an arts marketing and audience development agency, whose aim is to improve accessibility to arts and cultural events in Scotland). He is also a Visiting Professor of Services Marketing at Ecole Hoteliere Lausanne, Switzerland. He has been invited to deliver lectures and seminars throughout the world in countries such as Pakistan, South Africa, Poland, France, Japan, Australia, Portugal, Spain, Malaysia, Singapore and the US.
Alan is a Fellow of the Market Research Society (MRS). He was a member of the Society's Governing Council (2002-2009) and also chaired the Society's Professional Development Advisory Board. He is also a Fellow of the Chartered Institute of Marketing (CIM).
ISBN: 9780077169312
ISBN-10: 007716931X
Series: UK Higher Education Business Marketing
Published: 16th April 2016
Format: Paperback
Language: English
Number of Pages: 600
Audience: College, Tertiary and University
Publisher: McGraw-Hill Education - Europe
Country of Publication: US
Edition Number: 3
Edition Type: Revised
Dimensions (cm): 27 x 19.5 x 2.5
Weight (kg): 1.06
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