Services Marketing - William Chitty

Services Marketing

By: William Chitty, Steven D'Alessandro, David Gray, Andrew Hughes

Paperback | 13 June 2019 | Edition Number 2

At a Glance

Paperback


Limited Stock Available

RRP $120.00

$98.25

18%OFF

or 4 interest-free payments of $24.56 with

 or 
In Stock and Aims to ship in 1-2 business days

When will this arrive by?

Services Marketing, second edition, helps readers develop a practical understanding of services marketing through a problem-based, hands-on learning approach. It includes industry examples that highlight services marketing in action, and contemporary case studies that encourage reflection and the application of theory to real-life situations.

With a focus on current theory and practice, this text explores marketing opportunities that arise from service-based economies and shows readers the need for services marketing in creating customer value.

NEW TO THIS EDITION

Focused on the application of theory to practice, with an emphasis on the impact of electronic devices on services marketing in a post-GFC world

New and updated chapters on: Developing Service Products (Ch.5)The Service Delivery Process and Self-service Technology (Ch.6) Complaint Handling and Service Recovery (Ch.12)

Updated to include relevant case studies and examples, including:

  • Emerging customer segmentation in banking
  • Australian tourism and its economic impact
  • Centrelink debt recovery program (Robo Debts)
  • Cyber security in the digital economy
  • Innovation in education services (Coursera)
  • Digital service in smart-home systems (Google Home).


KEY FEATURES

  • Introductory vignettes introduce key concepts and learning objectives provide a roadmap for learning‘
  • Services in Action’ boxes provide industry examples and insights reinforce the concepts covered in each chapter, and equip readers with the skills and knowledge they need to deal with the realities of the profession
  • Revision questions draw out the key concepts from each chapter, allowing readers to test and consolidate their understanding of key topics
  • Case studies with domestic and global examples help apply theories to real-life business situations, and provide focused learning with questions prompting readers to probe deeper into the implications for services marketing
  • Further reading lists and weblinks provide additional sources for study.

More in Accounting, Business & Finance Higher Education Textbooks

Financial Accounting : 9th Edition - Craig Deegan

RRP $155.95

$143.75

Communications Toolkit : 5th edition - Jane Grellier

RRP $84.95

$74.25

13%
OFF
Influence, New and Expanded : The Psychology of Persuasion - Robert B. Cialdini
Getting To Yes : Negotiating An Agreement Without Giving In - Roger Fisher
Thinking, Fast and Slow - Daniel Kahneman

RRP $26.99

$19.95

26%
OFF
Project Management in Practice : 3rd Edition - Neil Pearson

RRP $113.95

$107.80

Thinking in Systems : A Primer - Donella Meadows

RRP $37.90

$37.75

Quantitative Methods for Business (Custom Edition) : 3rd Edition - Mark Berenson
Exploring Management : 1st Asia-Pacific Edition - John R. Schermerhorn Jr.

RRP $158.95

$136.50

14%
OFF
Corporate Finance, Global Edition : 6th Edition - Jonathan Berk

RRP $181.95

$139.80

23%
OFF
Communication Management and Beyond (Custom Edition) : 3rd edition - Michael Kaye
Management Accounting : 9th Edition - Kim Langfield-Smith

RRP $164.95

$151.25

Australian Taxation : 3rd Edition - John Bevacqua

RRP $131.95

$115.35

13%
OFF
Financial Accounting : 12th Edition - John Hoggett

RRP $142.95

$123.95

13%
OFF
Financial Reporting : 4th Edition - Janice Loftus

RRP $159.95

$137.25

14%
OFF
Accounting : 8th Edition - Business Reporting for Decision Making - Jacqueline Birt