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Services Marketing Management Second Edition: A Str... by Kasper, Hans Paperback
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Item specifics
- Condition
- ISBN
- 0470091169
- EAN
- 9780470091166
- Date of Publication
- 20060413
- Release Title
- Services Marketing Management Second Edition: A Strategic Pers...
- Artist
- Kasper, Hans
- Brand
- N/A
- Colour
- N/A
- Book Title
- Services Marketing Management Second Edition: A Strategic Pers...
About this product
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0470091169
ISBN-13
9780470091166
eBay Product ID (ePID)
47858393
Product Key Features
Number of Pages
576 Pages
Language
English
Publication Name
Services Marketing Management : a Strategic Perspective
Subject
Industries / Service, Sales & Selling / General
Publication Year
2006
Features
Revised
Type
Textbook
Subject Area
Business & Economics
Format
Perfect
Dimensions
Item Height
1 in
Item Weight
47.1 Oz
Item Length
10.3 in
Item Width
7.8 in
Additional Product Features
Edition Number
2
Intended Audience
College Audience
LCCN
2005-034528
Dewey Edition
22
Illustrated
Yes
Dewey Decimal
658.8
Edition Description
Revised edition
Table Of Content
PART I: UNDERSTANDING VALUE CREATION IN SERVICES. 1. The World of Services. 2. Fundamentals of Services Marketing Management. 3. Buyer Behaviour and Segmentation. PART II: CREATING VALUE IN SERVICES. 4. Service Relationships and Brands. 5. Service Quality. 6. Market Strategies for Service Organisations. 7. Internationalising Services. PART III: DELIVERING VALUE THROUGH THE ACTUAL SERVICE EXPERIENCE. 8. Services and E-services. 9. Service Innovation. 10. People, Process and Physical Evidence. 11. Creating the Service Experience: Place, Promotion and Price. 12. Implementation, Performance and Control. Case Studies. References. Index.
Synopsis
In order to deliver excellent service quality it is critical to understand, create and deliver real value to all stakeholders. The second edition of Services Marketing Management has been thoroughly revised and restructured to provide the student with an overview of services marketing from this clear strategic orientation. It includes: A linked set of five core guiding principles: market orientation, assets and capabilities, characteristics of services and the value concept A new chapter on electronic services Many 'Service Practice' boxes, featuring examples from all over the world End of chapter review questions and practical assignments Full length case studies at the end of the book, with accompanying exercises, In order to deliver excellent service quality, it is critical to understand, create and deliver real value to all stakeholders. The second edition of Services Marketing Management has been thoroughly revised and restructured to provide the students with an overview of services marketing from this clear strategic orientation. It is built around five core guiding principles: Market orientation Assets and capabilities Characteristics of services Internationalization Value concept With numerous examples that illustrate key points in the text, Services Marketing Management, 2nd Edition begins by embracing services marketing management in both a national and international context, including the latest developments, then outlines the wide variety of assets and strategic capabilities required to deliver services and create superior value for customers. 'This is a welcome second edition, firmly establishing it as a leading international text on strategic services marketing. Though completely revised, it retains the unique focus of the original on care for the individual and the understanding, creation and delivery of value to customers, with the authors bringing their topic vividly to life through numerous international examples. Clearly written and logically structured, it will be an invaluable resource for services marketing and management courses at all levels.' Professor Graham Hooley, Aston Business School An up-to-date, comprehensive and truly global treatment of services marketing management with new insights for every reader. Leonard L. Berry, Distinguished Professor of Marketing, Mays Business School and author of Discovering the Soul of Service This book is a very valuable addition to the services marketing literature. Its logical structure and clarity of expression will make it extremely appealing to students and lecturers. Steve Oakes, University of Liverpool This is a must for students, teachers and practitioners in services marketing.' Kjell Gr nhaug, Norwegian School of Economics and Business Administration 'This is an academically rigorous text with a strong European focus - excellent.' Jill Brown, Portsmouth Business School 'Services Marketing Management a comprehensive and completely up-to-date book based on an excellent combination of modern theory and actual practice. Peter Leeflang, Frank M. Bass Professor of Marketing, University of Groningen and Professor at Johann Wolfgang Goethe University at Frankfurt am Main 'This excellent textbook has got what it strongly deserved: a second edition. I particularly appreciate: - the consequent focus on market and customer orientation - the integration of business-to-business services - the overarching HRM perspective and - the refined didactic approach not self-evident in other service management textbooks. What a service for the reader Bernd G nter, Heinrich-Heine Universit t, D sseldorf, In order to deliver excellent service quality, it is critical to understand, create and deliver real value to all stakeholders. The second edition of Services Marketing Management has been thoroughly revised and restructured to provide the students with an overview of services marketing from this clear strategic orientation. It includes: A linking of five core guiding principles: market orientation, assets and capabilities, characteristics of services, internationalization and the value concept New coverage of electronic services Many 'Service Practice' boxes, featuring examples from all of the world End of chapter review questions and practical assignments Full length cases at the end of the book with accompanying exercises "This is a welcome second edition, firmly establishing it as a leading international text on strategic services marketing. Though completely revised, it retains the unique focus of the original on care for the individual and the understanding, creation and delivery of value to customers, with the authors bringing their topic vividly to life through numerous international examples. Clearly written and logically structured, it will be an invaluable resource for services marketing and management courses at all levels." -- Professor Graham Hooley , Aston Business School "An up-to-date, comprehensive and truly global treatment of services marketing management with new insights for every reader." -- Leonard L. Berry , Distinguished Professor of Marketing, Mays Business School and author of Discovering the Soul of Service "This book is a very valuable addition to the services marketing literature. Its logical structure and clarity of expression will make it extremely appealing to students and lecturers." -- Steve Oakes , University of Liverpool "This is a must for students, teachers and practitioners in services marketing." -- Kjell Gr nhaug , Norwegian School of Economics and Business Administration "This is an academically rigorous text with a strong European focus - excellent." -- Jill Brown , Portsmouth Business School "Services Marketing Management: a comprehensive and completely up-to-date book based on an excellent combination of modern theory and actual practice." -- Peter Leeflang , Frank M. Bass Professor of Marketing, University of Groningen and Professor at Johann Wolfgang Goethe University at Frankfurt am Main "This excellent textbook has got what it strongly deserved: a second edition. I particularly appreciate: the consequent focus on market and customer orientation the integration of business-to-business services the overarching HRM perspective and the refined didactic approach not self-evident in other service management textbooks What a service for the reader " -- Bernd G nter , Heinrich-Heine Universit t, D sseldorf, In order to deliver excellent service quality, it is critical to understand, create and deliver real value to all stakeholders. The second edition of Services Marketing Management has been thoroughly revised and restructured to provide the students with an overview of services marketing from this clear strategic orientation. It is built around five core guiding principles: Market orientation Assets and capabilities Characteristics of services Internationalization Value concept With numerous examples that illustrate key points in the text, Services Marketing Management, 2nd Edition begins by embracing services marketing management in both a national and international context, including the latest developments, then outlines the wide variety of assets and strategic capabilities required to deliver services and create superior value for customers. 'This is a welcome second edition, firmly establishing it as a leading international text on strategic services marketing. Though completely revised, it retains the unique focus of the original on care for the individual and the understanding, creation and delivery of value to customers, with the authors bringing their topic vividly to life through numerous international examples. Clearly written and logically structured, it will be an invaluable resource for services marketing and management courses at all levels.' Professor Graham Hooley, Aston Business School "An up-to-date, comprehensive and truly global treatment of services marketing management with new insights for every reader." Leonard L. Berry, Distinguished Professor of Marketing, Mays Business School and author of Discovering the Soul of Service "This book is a very valuable addition to the services marketing literature. Its logical structure and clarity of expression will make it extremely appealing to students and lecturers." Steve Oakes, University of Liverpool "This is a must for students, teachers and practitioners in services marketing.' Kjell Grønhaug, Norwegian School of Economics and Business Administration 'This is an academically rigorous text with a strong European focus - excellent.' Jill Brown, Portsmouth Business School 'Services Marketing Management : a comprehensive and completely up-to-date book based on an excellent combination of modern theory and actual practice." Peter Leeflang, Frank M. Bass Professor of Marketing, University of Groningen and Professor at Johann Wolfgang Goethe University at Frankfurt am Main 'This excellent textbook has got what it strongly deserved: a second edition. I particularly appreciate: * the consequent focus on market and customer orientation * the integration of business-to-business services * the overarching HRM perspective and * the refined didactic approach not self-evident in other service management textbooks. "What a service for the reader!" Bernd Günter, Heinrich-Heine Universität, Düsseldorf, In order to deliver excellent service quality, it is critical to understand, create and deliver real value to all stakeholders. The second edition of Services Marketing Management has been thoroughly revised and restructured to provide the students with an overview of services marketing from this clear strategic orientation.
LC Classification Number
HD9980.5.K375 2005
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- n***d (49)- Feedback left by buyer.Past 6 monthsVerified purchaseExcellent seller. Package was delayed ( by bad weather) and then misplaced at PO( placed in wrong box #) but I contacted the seller and they responded quickly and I got my item today. This seller went the extra mile and I would highly recommend them and will shop here again. I also want to say the price for this complete hard to find item was way below most of the other listings. Condition was good as stated, and although I've only watched the first disc it's quality is good. Thank you!!Tenko : Complete BBC Series Box Set [DVD] - DVD EQVG The Cheap Fast Free Post (#306002146201)
- r***d (273)- Feedback left by buyer.Past monthVerified purchaseItem in great condition 😁 SELLER communicated any time I had a question 😍 Good value 😊 packaged securely 🙂 Shipping said 7-14 days which is correct , would purchase again from rhis seller ... Thank You
- 6***t (479)- Feedback left by buyer.Past monthVerified purchasePurchasing form this company can at times be frustrating due to items never arriving, very low shipping time and the inability to track the items. But I gave them another chance and purchased many maps and books over the past few months and have received all of them. Last year, it was hit and miss. All items were in the condition as described. Packaging is minimal. The only downside is extremely slow shipping. I rate them a C+. Nothing to gloat about but eventually you will get what you wanted.