Includes index.

1.Creating Value in the Service Economy 2.Understanding Service Consumers 3.Positioning Services in Competitive Markets 4.Developing Service Products and Brands 5.Distributing Services Through Physical and Electronic Channels 6.Service Pricing and Revenue Management 7.Service Marketing Communications 8.Designing Service Processes 9.Balancing Demand and Capacity 10.Crafting the Service Environment 11.Managing People for Service Advantage 12.Managing Relationships and Building Loyalty 13.Complaint Handling and Service Recovery 14.Improving Service Quality and Productivity 15.Building a World Class Service Organization Case 1 Sullivan Ford Auto World Case 2 Dr. Beckett's Dental Office Case 3 Bouleau &​ Huntley: Crossselling Professional Services Case 4 Uber: Competing as Market Leader in the US versus Being a Distant Second in China Case 5 Banyan Tree: Designing and Delivering a Branded Service Experience Case 6 Kiwi Experience Case 7 The Accra Beach Hotel: Block Booking of Capacity during a Peak Period Case 8 Aussie Pooch Mobile Case 9 Shouldice Hospital Limited (Abridged) Case 10 Delwarca Software Remote Support Unit Case 11 Red Lobster Case 12 Raleigh &​ Rosse: Measure to Motivate Exceptional Service Contents note continued: Case 13 Singapore Airlines: Managing Human Resources for Cost-effective Service Excellence Case 14 Dr. Mahalee Goes to London: Global Client Management Case 15 Royal Dining Membership Program Dilemma Case 16 Starbucks: Delivering Customer Service Case 17 LUX*: Staging a Service Revolution in a Resort Chain Case 18 KidZania: Shaping a Strategic Service Vision for the Future Case 19-32 Additional Cases Available for Educators.

Services Marketing: People, Technology, Strategy is the eighth 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, and technology, social media and case examples. 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. The textbook will be accompanied by supplementary materials for the educators, which include an instructor's manual for course instruction purposes, a test bank designed for each chapter to assess students' learning and understanding of the concepts learnt, and teaching slides for course presentation during classes. There will also be a course website for new and updated materials for easy access by educators and students alike.

MARK270