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| marketing and service management textbook: Service Management and Marketing Christian Grönroos, 1990 Gronroos (international and industrial marketing, Swedish School of Economics and Business Administration in Finland) examines the nature of market-oriented management and analyzes the impact that service- dominated competition has had and will continue to have on management thinking and decision making. He includes practical advice on how to cope with specific situations relative to the consumptive process. Annotation copyrighted by Book News, Inc., Portland, OR |
| marketing and service management textbook: Services Marketing and Management Audrey Gilmore, 2003-05-15 Services Marketing and Management provides an in-depth consideration of how services are conceptualized, designed and managed, creating the basis for a clear understanding of the multi-dimensional aspects of services. Unlike many textbooks on services marketing this book puts services management and delivery in context. Firstly, it explores the effect of organizational structures, management styles, internal marketing and management competencies on service management decision making and implementation. Secondly, Services Marketing and Management considers detailed examples of not-for-profit and for-profit service organizations and service delivery. Finally, this text addresses contemporary issues for services managers and speculates on some of the challenges for the future of services marketing. This textbook is designed for postgraduate and MBA students of services management and services marketing courses as well as undergraduates. |
| marketing and service management textbook: Service Management Richard Normann, 1991-05-03 Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored. |
| marketing and service management textbook: Service Management and Marketing Christian Gronroos, 2016-01-26 Written by a leading pioneer in the field, the revised and updated fourth edition of this successful text examines service management and management in service competition from the point of view of the service profit logic. It focuses on adopting service logic in the management of service firms as well as of product manufacturers which want to become service providers. With a wide base of examples, Christian Grönroos draws on decades of experience to explain how to manage any organization as a service business and move closer to current and future customers. Service logic and service management are all about customer-focused outside-in management, using current academic research and business practice to make organizations more successful in the service-based economy. The author has created a unique set of YouTube video lectures, one per chapter, to enhance the chapter topics and further bring the concepts to life: https://www.youtube.com/watch?v=Ok5aU-aB3VI&list=PLGI2ZA6GM9FsuxR0RV9VATJjLfPEzQVh- |
| marketing and service management textbook: Services Marketing Management Peter Mudie, Angela Pirrie, 2006 This text provides a practical approach to the service industry, with a specific focus on the management and marketing elements. It includes pedagogical features such as exercises and mini cases to consolidate learning and make it student friendly and is suitable for students on marketing, business, and hospitality courses. |
| marketing and service management textbook: Product and Services Management George Avlonitis, Paulina Papastathopoulou, 2006-04-11 `A text that successfully bridges the gap between academic theorizing and practitioner applicability because it uses multiple real-world examples/mini-cases of management techniques to illustrate the well-researched academic theoretical foundations of the book′ - Creativity and Innovation Management `A complete and useful treatment of the domain of product and service decisions. This book is unique in its treatment, dealing with product and service portfolio evaluation, new product/service development and product/service elimination in an integrated manner. Enlivened by many mini-cases, the book provides a soup-to-nuts approach that will prove very attractive for students and be a valuable reference for managers as well. Highly recommended′ - Gary L Lilien, Distinguished Research Professor of Management Science, Penn State University `Product and Services Management (PSM) is a welcome, up to date summary of the key issues facing firms in developing and refreshing their portfolios. The examples and cases bring the academic arguments clearly into focus and demonstrate the crucial role of PSM in leading the overall strategy of the firm′ - Professor Graham Hooley, Senior Pro-Vice-Chancellor, Aston University, Birmingham `Managers responsible for and students interested in product portfolio decisions previously had to consult several sources for obtaining up-to-date information; books on new product development, articles on service development, readers on product management, and frameworks for product evaluation and termination. With the book Product and Services Management the reader obtains four-in-one. Avlonitis and Papastathopoulou reveal in a compelling and comprehensive manner why product decisions are the cornerstone of modern marketing and business, and illustrate the theory with numerous mini-cases from Europe and elsewhere. A must read for everyone with a passion for products′ - Dr Erik Jan Hultink, Professor of New Product Marketing, Delft University of Technology This book provides a holistic approach to the study of product and services management. It looks at the key milestones within a product′s or service life cycle and considers in detail three crucial areas within product management, namely product/service portfolio evaluation, new product/service development and product/service elimination. Based on research conducted in Europe and North America, this book includes revealing cases studies that will help students make important connections between theory and practice. The pedagogical features provided in each chapter include chapter introduction, summary, questions and a further reading section. Additional material for instructors include PowerPoint slides and indicative answers to each chapter′s questions. This book is written for undergraduate and postgraduate students of business administration who are pursuing courses in marketing, product portfolio management, new product development and product policy. |
| marketing and service management textbook: Handbook of Services Marketing and Management Teresa Swartz, Dawn Iacobucci, 2000 What a rarity to see a who′s who of thought leaders on any subject create original material for an anthology. It′s a real collegial tribute to Teresa A. Swartz and Dawn Iacobucci that they have been able to assemble such a treasure of original material--including some of the last from our late friend and colleague, Eric Langeard--on topics important to services marketing and management. --James Heskett, Harvard Business School The Handbook of Services Marketing and Management provides an excellent introduction to the topics and issues that define service marketing today. Editors Swartz and Iacobucci have recruited many of the leading names in service research to write the chapters in the book, ensuring that the Handbook will be a valuable reference for years to come. --Roland T. Rust, Journal of Service Research This Handbook contains an impressive collection of cutting-edge contributions that should be of keen interest to service researchers and practitioners. It represents some of the best and most recent thinking on a wide range of service topics. --A. Parasuraman, University of Miami, FL Service business today constitute the largest sector in advanced economies. This new Handbook provides a wealth of stimulating ideas and guidelines for improving the quality and effectiveness of service offerings. --Philip Kotler, S.C. Johnson & Son Distinguished Professor of International Marketing, Northwestern UniversityServices, because of their intangibility, variability, and perishability, call for management and marketing skills of a high order. This new Handbook belongs in the working library of managers charged with managing and marketing the service offerings of hotels, restaurant chains, airlines, telecommunications companies, entertainment companies, professional services firms, and countless other services industries. --Philip Kotler, S.C. Johnson & Son Distinguished Professor of International Marketing, Northwestern University Despite the growth in services research and the dominance of services in the world economy, no one book has emerged as a comprehensive guide for researchers and professionals-until now! The Handbook of Services Marketing and Management presents state-of-the-art perspectives in the foundations of services, while simultaneously challenging and expanding current services practices. Editors Teresa A. Swartz and Dawn Iacobucci invited the world′s leading experts on services marketing and management to author individual chapters. The result is an experienced, international, eclectic, and cross-disciplinary mix of authors, all contributing cutting-edge material on the frontiers of service research. This handbook includes a unique mix of both in-depth chapters as well as shorter, more focused mini chapters, which treat emerging issues in the field of services. This structure makes the Handbook the most thorough reference possible. The Handbook of Services Marketing and Management should have a place on the bookshelves of every academic, graduate student, and professional in the critical area of services. |
| marketing and service management textbook: Service Management Jay Kandampully, 2011-12-09 “Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing. --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing. --A. Parsu Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals. --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University |
| marketing and service management textbook: Operations and Service Management: Concepts, Methodologies, Tools, and Applications Management Association, Information Resources, 2017-11-30 Organizations of all types are consistently working on new initiatives, product lines, and workflows as a way to remain competitive in the modern business environment. No matter the type of project at hand, employing the best methods for effective execution and timely completion of the task is essential to business success. Operations and Service Management: Concepts, Methodologies, Tools, and Applications is a comprehensive reference source for the latest research on business operations and production processes. It examines the need for a customer focus and highlights a range of pertinent topics such as financial performance measures, human resource development, and business analytics, this multi-volume book is ideally designed for managers, professionals, students, researchers, and academics interested in operations and service management. |
| marketing and service management textbook: Services Marketing and Management Balaji B., 2002 Concept Of Service | Service Characterristics | Service Expectations | The Service Product | Service Location | Pricing For Services | Promotion Services | The Service Process| Physical Evidence | People And Services | Internal Versus External Marketing | |
| marketing and service management textbook: Services Marketing Management Hans Kasper, Piet van Helsdingen, Mark Gabbott, 2006-05-26 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 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 |
| marketing and service management textbook: Services Marketing Manfred Bruhn, 2005-11-10 Services Marketing: Managing the Service Value Chain 1st edition argues that all service management efforts are aimed to enhance value in order to improve the bottom line. Written from a European perspective, the book demonstrates that through strategic orientation and innovation, the firm and shareholder will reap the benefits. Geared towards final year marketing students, the book is also useful for postgraduate students and for practitioners who work, or wish to specialise in the area of services management and marketing. |
| marketing and service management textbook: Services Marketing Christopher Lovelock, Jochen Wirtz, 2014-12-12 For undergraduate and graduate services marketing courses. The fundamentals of services marketing presented in a strategic marketing framework. Organized around a strategic marketing framework Services Marketing provides instructors with maximum flexibility in teaching while guiding students into the consumer and competitive environments in services marketing. The marketing framework has been restructured for this edition to reflect what is happening in services marketing today. |
| marketing and service management textbook: Marketing Management Mark W Johnston, Greg W. Marshall, 2014-02-25 Marshall/Johnston's Marketing Management, 2e has taken great effort to represent marketing management the way it is actually practiced in successful organisations today. Given the dramatic changes in the field of marketing, it is a sure bet that the job of leading marketing manager's contributions to the organisation and its customers, clients, and partners has changed at the same level. Yet, no marketing management book on the market today fully and effectively captures and communicates to students how marketing management is really practiced in the 21st century business world. Clearly, it is time for an updated approach to teaching and learning within the field. Marketing Management 2e is designed to fulfill this need. |
| marketing and service management textbook: Principles of Service Marketing and Management Christopher H. Lovelock, Lauren Wright, 1999 This text explores both concepts and techniques of marketing for a broad range of service categories and industries. The authors show that different categories of services face distinctive marketing problems and encourage students to analyse useful parallels across a range of service industries. Examples cited include EuroDisney, Singapore Airlines, British Telecom, Lausanne Tourist Office, Federal Express Business Logistics Services and Air BP. |
| marketing and service management textbook: Service Management and Marketing Christian Grönroos, 2000-10-10 In examining the new rules of service competition, the author discusses what important issues constitute the three levels of internal marketing, the four basic strategy options, and the five rules of service. |
| marketing and service management textbook: Service Management and Marketing Christian Gronroos, 2007-02-27 Professor Grönroos presents the most scholarly and provocative examination of services marketing. This book will challenge companies to rethink how they should manage their services in building their competitive strength and profitability. Grönroos continues as one of service marketing's most original and able thinkers. —Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing J.L. Kellogg School of Management, Northwestern University Christian Grönroos is a globally recognized expert on services management and marketing. His innovative thinking and writing in this book offer fresh insights on this timely topic. —Stephen W. Brown, PhD, Carson Chair, Professor and Executive Director, Center for Services Leadership, W. P. Carey School of Business, Arizona State University After three decades of contributions to services, Grönroos keeps pioneering the field. In this new edition he recognizes the dramatic changes in the perception of service that are in the making. It is a creative book which does not just list various service issues but adds the author's personal touch to each of them. —Professor Evert Gummesson, Stockholm University School of Business, Sweden This fully updated third edition examines customer management in service competition and focuses on adopting a service logic in marketing. Christian Grönroos explains how to manage any organization as a service business, showing how to move closer to current and future customers. The service logic is all about customer focused management and service management, using current academic research and business practice to make organizations more successful. Topics that have been updated for the new edition include: Service and relationship perspectives Service and relationship quality Service management principles Profitability and productivity in services Integrated marketing communication Relationship communication and branding in services Internal marketing and service culture Why and how to transform a product-manufacturing firm into a service business |
| marketing and service management textbook: Marketing Management and Communications in the Public Sector Martial Pasquier, Jean-Patrick Villeneuve, 2012-03-12 The fields of marketing and communication have become increasingly important for modern public administrations in recent years but the focus on these subjects has been geared mainly towards the generation of outputs, leaving somewhat behind the analysis and deeper reflections on the impact they make and their limitations. This book provides a thorough overview of the major concepts in marketing and communication which is done by utilizing an exclusive and decisive public-sector approach, with an unambiguous international outlook. The possibilities and limits of the application of marketing and communication, from strategic aspects to the more concrete questions of instruments and implementation, are discussed and if the realities of the public sector are the key to any understanding of marketing and communication, the international scene is the only possible ground to do this in. Aided by a multitude of pedagogical features, Marketing Management and Communications in the Public Sector is a key read for all students, practitioners and scholars working or studying in this field. |
| marketing and service management textbook: Airline Marketing and Management Stephen Shaw, 2020-09-10 Through six previous editions, Airline Marketing and Management has established itself as the leading textbook for students of marketing and its application to today's airline industry, as well as a reference work for those with a professional interest in the area. Carefully revised, the seventh edition of this internationally successful book examines an exceptionally turbulent period for the industry. It features new material on: *Changes in customer needs, particularly regarding more business travellers choosing - or being forced - to travel economy, and analysis of the bankruptcy of 'All Business Class' airlines. * An explanation of the US/EU 'Open Skies' agreement and analysis of its impact. *The increase in alliance activity and completion of several recent mergers, and the marketing advantages and disadvantages that have resulted. * Product adjustments that airlines must make to adapt to changes in the marketing environment, such as schedule re-adjustments and the reconfiguration of aircraft cabins. *Changes in pricing philosophies, with, for example, airlines moving to 'A La Carte' pricing, whereby baggage, catering and priority boarding are paid for as extras. *Airline websites and their role as both a selling and distributing tool. *The future of airline marketing. A review of the structure of the air transport market and the marketing environment is followed by detailed chapters examining business and marketing strategies, product design and management, pricing and revenue management, current and future distribution channels, and selling, advertising and promotional policies. The reader will benefit from greater understanding of both marketing and airline industry jargon and from knowledge obtained regarding the extraordinary strategic challenges now facing aviation. Written in a straightforward, easy-to-read style and combining up-to-date and relevant examples drawn from the worldwide aviation industry, this new edition will further enhance the book's reputation for providing the ideal introduction to the subject. |
| marketing and service management textbook: Customer Relationship Management Francis Buttle, 2009 This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims. |
| marketing and service management textbook: Marketing Communications Management Paul Copley, 2007-03-30 Marketing Communications Management: concepts and theories, cases and practice makes critical reflections on the prime issues in integrated marketing communications and is designed to encourage the reader to stop and think about key issues. The author takes a managerial approach to the subject and provides a set of frameworks that facilitate both learning and teaching. A wide range of pedagogical features is included such as sample exam questions, 'stop points', vignettes, and case studies, and a summary of key points concludes each chapter. Most organizations need some form of marketing or corporate communications and this text is designed to service both practitioners and students undertaking formal study. The author addresses strategic and critical issues that dovetail with the current interest in marketing communications as reflected in the media, with particular emphasis given to advertising and sponsorship. |
| marketing and service management textbook: Marketing and Supply Chain Management Dimitris Folinas, Thomas Fotiadis, 2017-09-13 Organizations are now recognizing the importance of demand-supply integration to their growth and success. While marketing and supply chain management are an essential part of any business qualification, it is becoming increasingly essential to understand the need for integration between synergize marketing and SCM. Marketing and Supply Chain Management is among the first to synergize these two disciplines. Its holistic approach provides students with a macro-level understanding of these functions and their symbiotic relationship to one another, and demonstrates how both can be managed synergistically to the benefit of the organization. This bridge-building textbook is ideal for students of marketing, logistics, supply chain management, or procurement who want to understand the machinations of business at a macro level. |
| marketing and service management textbook: Events Marketing Management Ivna Reic, 2016-09-19 This textbook provides students with an essential introduction to the theoretical underpinnings and practicalities of managing the marketing of events. In order to market events effectively, it is vital to consider marketing of events from the organiser’s perspective and to link it to that of the consumers attending events. As such, this is the first book on the topic which reflects the unique characteristics of marketing in the Events industry by exploring both sides of the marketing coin – the supply and the demand – in the specific context of events. The book takes the reader from core marketing mix principles to exploring the event marketing landscape to consumer experience and involvement with event marketing and finally strategies and tactics employed to manage the marketing activities related to events. The use of technology, importance of sponsorship and PR are also considered. International case studies are integrated throughout to show practical realities of marketing and managing events and a range of useful learning aids are incorporated to aid navigation throughout the book, spur critical thinking and further students’ knowledge. This accessible and comprehensive account of Events Marketing and Management is essential reading for all students and future managers. |
| marketing and service management textbook: Internal Marketing: Directions for Management Barbara Lewis, Richard Varey, 2000-08-24 Bringing together contributions from leading writers in the field of service marketing and management, this book represents a much-needed source of current research and conceptual development in internal marketing. Key themes and issues explored include:* the social model of marketing* the human resource management perspective* marketing and servic |
| marketing and service management textbook: AI in Marketing, Sales and Service Peter Gentsch, 2018-10-22 AI and Algorithmics have already optimized and automated production and logistics processes. Now it is time to unleash AI on the administrative, planning and even creative procedures in marketing, sales and management. This book provides an easy-to-understand guide to assessing the value and potential of AI and Algorithmics. It systematically draws together the technologies and methods of AI with clear business scenarios on an entrepreneurial level. With interviews and case studies from those cutting edge businesses and executives who are already leading the way, this book shows you: how customer and market potential can be automatically identified and profiled; how media planning can be intelligently automated and optimized with AI and Big Data; how (chat)bots and digital assistants can make communication between companies and consumers more efficient and smarter; how you can optimize Customer Journeys based on Algorithmics and AI; and how to conduct market research in more efficient and smarter way. A decade from now, all businesses will be AI businesses – Gentsch shows you how to make sure yours makes that transition better than your competitors. |
| marketing and service management textbook: Service Management Cengiz Haksever, Barry Render, 2013 Includes bibliographical references and index. |
| marketing and service management textbook: Handbook of Service Business John R. Bryson, Peter W. Daniels, 2015-04-30 Service business accounts for more than 75 per cent of the wealth and employment created in most developed market economies. The management and economics of service business is based around selling expertise, knowledge and experiences. This Handbook co |
| marketing and service management textbook: Marketing Professional Services Philip Kotler, Thomas Joseph Hayes, Paul N. Bloom, 2002 No Marketing Blurb |
| marketing and service management textbook: Tourism Marketing Eric Laws, 2002 An innovative and practical textbook from one of the major names in academic tourism, it focuses on the huge importance of good marketing within the tourism industry by explaining why it is important and then demonstrating how it can be done. Divided into two parts, this textbook takes the student through the underlying principles of marketing in tourism, with the second part of the book consists of eleven short case studies, which look at marketing in a wide range of tourism settings. |
| marketing and service management textbook: Marketing Management S. Jayachandran, 2004-05 This book is appropriate as a core textbook for Marketing Management in Post Graduate programmes including MBA. The text provides right from the basics in Marketing to Analysis and Application of Strategic Tools in Marketing Management. CORE FEATURESStructure : Six parts with 20 chaptersObjective: Make the readers to understand marketing theory & concepts and prepare them as tomorrow's marketing managers, academicians etc.,Style: Simple and lucid style to understand theory and concepts with live corporate examples.Focus: As core text book to post graduate students-MBA, M Com, M A, M Tech etc.Delighting Features (Value Addition)V Each part underlies a specific objective.v Each chapter starts with a marketing profile of leading corporate house with web address. This enables the reader to understand what is a corporate house, what are their businesses, what are their marketing and operating philosophies,v Summary of each chapter makes the reader to grasp the chapter contents with easy effort.v Each chapter has questions for discussion, preparing the students well for examination.v Each chapter ends with practical exercises for critical analysis and thinking which makes the reader to think critically.v Case Studies lead the reader to improve his/her analytical skills and practical knowledge. |
| marketing and service management textbook: The Management and Marketing of Services Peter Mudie, Angela Cottam, 1999 This 2nd edition provides a highly accessible perspective on the management and marketing services. In particular, service design and productivity are examined as well as more general topics such as implications for services in the future. |
| marketing and service management textbook: Strategic Marketing Management: A Means-End Approach Mark E. Parry, 2001-12-22 Strategic Marketing Management provides a logical approach for developing and positioning corporate and product brands, and skillfully managing those brand positions over time. Case studies and examples illustrate how to maximize benefits from a first-mover strategy, navigate a brand extension, set priorities when establishing brand meanings, and more. Whether branding new product lines or managing brand meanings for established products, this accessible, concise guide helps marketing executives assess market trends, make branding decisions quickly and confidently—then execute those decisions with precision. |
| marketing and service management textbook: Direct Marketing Management Mary Lou Roberts, Paul D. Berger, 1999 This revised te×t includes coverage of electronic commerce, database marketing and research into direct and on-line marketing. |
| marketing and service management textbook: Marketing Health Services Richard K. Thomas, 2005 |
| marketing and service management textbook: Strategic Marketing Management and Tactics in the Service Industry Tulika Sood, 2017 This book focuses on knowledge needed to implement service strategies for competitive advantage across industries. Each of the topics covered in the book represents a pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers. It covers topics such as customer expectations and perceptions, service quality, and marketing-- |
| marketing and service management textbook: Marketing Management Russell S. Winer, 2007 For upper-level undergraduate or MBA courses in Marketing Management. The only marketing management text with a strategic framework to take students beyond the basic concepts. |
| marketing and service management textbook: Strategic Management and Marketing in the Service Sector Christian Grönroos, 1984 |
| marketing and service management textbook: Services Vinnie Jauhari, Kirti Dutta, 2009 Services: Marketing, Operations, and Management is a comprehensive textbook specially designed to meet the needs of postgraduate management students. It explores the core concepts of the service industry and uses numerous examples, exhibits, flowcharts, formats, and illustrations to explain them. Beginning with an introduction to the service industry, the book elaborates on the service product and the importance of market research in the service industry. Imparting an understanding of consumer behavior, the book discusses segmentation, targeting and positioning in competitive markets. Important service concepts like customer perception of service, customer expectations, and physical evidence are explained. How to manage service operations and processes, evaluating customer feedback and service recovery, managing distribution channels in service industry and managing people are elaborated on. The book also discusses pricing strategies for services and promotion mix. Key contemporary issues like impact of technology, managing quality and excellence, ethics in service marketing, strategies for business growth and emerging service sectors are also explored in detail. Management students will find this book highly useful for its coverage of the key concepts explained through industry-related examples, flowcharts, tables, formats, and illustrations. With its practice-oriented approach, the book would also be useful to professionals in the service industry. |
| marketing and service management textbook: Marketing Management Dawn Iacobucci, 2023 |
What is Marketing? — The Definition of Marketing — AMA
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Oct 24, 2024 · A marketing plan, on the other hand, details the specific actions and tactics needed to execute the strategy. This could include hosting local events, running social media ads, and …
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Definition of Marketing Research. Marketing research is the function that links the consumer, customer, and public to the marketer through information—information used to identify and …
An Overview of Marketing - American Marketing Association
Course Overview Marketing is vital to the success of an organization in today’s competitive world. This course introduces marketing, the marketing mix (the Four Ps), the strategic importance of …
Marketing vs. Advertising - American Marketing Association
Accordingly, global marketing enables these companies to employ a unified strategy to reach customers at the local, regional, national and international levels at the same time. …
Guide to Types of Marketing: Strategies, Techniques, and Tactics …
Nov 21, 2024 · Marketing strategy: This foundational element outlines your business goals and the approach to achieve them. A well-defined strategy aligns all marketing activities, …
Marketing Industry Stats and Information - American Marketing …
On average, marketing budgets make up 10% of overall company budgets. Marketing makes up a higher portion of the budget for B-to-C companies versus B-to-B, and for companies with lower …
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Nov 21, 2024 · Marketing is all about the long game—building brand value and nurturing customer relationships over time. Promotion, on the other hand, is a quick push for immediate …
The Skills Marketers Need in 2025 and Beyond
Jan 31, 2025 · Based on a survey of 1,200+ marketers, over 450 job postings and interviews with industry experts, this report lays out the new realities shaping the field of marketing—including …
The Four Ps of Marketing - American Marketing Association
Jul 12, 2022 · What Are the Four Ps of Marketing? Marketing is the activity, set of institutions, or processes for creating, communicating, delivering, and exchanging offerings that have value …
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Nov 20, 2024 · Strategic marketing is a focused approach that aligns every marketing move with big-picture business goals, aiming to build a lasting competitive edge. Unlike traditional …
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