Services Marketing: Concepts, Strategies, & Cases - Couverture souple

Hoffman, K.; Bateson, John

Couverture souple

ISBN 10 : 0357671309 ISBN 13 : 9780357671306

Editeur : South-Western College Publishing, 2020

Synopsis

Examine the use of services marketing as a competitive tool from a uniquely broad perspective with SERVICES MARKETING: CONCEPTS, STRATEGIES, AND CASES, 5E. Using a reader-friendly, streamlined structure, this book explores services marketing not only as an essential focus for service firms, but also as a competitive advantage for companies that market tangible products. Real examples feature businesses from industries both within and beyond the nine service economy supersectors: education and health services, financial activities, government, information, leisure and hospitality, professional and business services, transportation and utilities, wholesale and retail trade, and "other services." Cutting-edge data addresses current issues, such as sustainability, technology, and the global market, give you valuable insights for business success. A new online format additional features and flexibility to keep you up to date with the latest advances.

A propos du livre

À propos des auteurs

K. Douglas Hoffman (D.B.A., University of Kentucky) is a professor of marketing and University Distinguished Teaching Scholar at Colorado State University. Dr. Hoffman�s teaching experience at the undergraduate and graduate levels spans more than three decades. He has held tenure track positions at Colorado State University, University of North Carolina at Wilmington and Mississippi State University. In addition, Dr. Hoffman has taught as a visiting professor at Helsinki School of Business and Economics (Helsinki, Finland); Institute of Industrial Policy Studies (Seoul, South Korea); Thammasat University (Bangkok, Thailand); Cornell-Nanyang Technological University (Singapore); and Foreign Trade University (Hanoi, Vietnam). He is an accomplished teaching and research scholar in the areas of services marketing and marketing management. His current research and consulting activities primarily focus in the areas of sales/service interface, customer service/satisfaction, service failure and recovery and marketing education. Dr. Hoffman has consulted on marketing strategy issues for firms such as HP Inc., State Farm and Frontier Airlines.

John E. G Bateson is a visiting professor of management at the Bayes Business School and is an independent consultant and company chairman. Previously, he served as group chief executive of the SHL Group, the global leader in psychometric testing for jobs. SHL was listed on the London Stock Exchange and taken private by Dr. Bateson in 2006. Dr. Bateson was also a senior vice-president with Gemini Consulting and was a member of the Group Executive Committee of the Cap Gemini Group. He served as an associate professor of marketing at the London Business School, England, and he taught as a visiting associate professor at the Stanford Business School. Prior to teaching, he worked as a brand manager with Lever Brothers and as a marketing manager with Philips. Dr. Bateson holds an undergraduate degree from Imperial College, London; a master's degree from London Business School; and a doctorate in marketing from the Harvard Business School. He has published extensively in today's services marketing literature with articles in journals such as the Journal of Marketing Research, Journal of Retailing, Marketing Science and Journal of Consumer Research. He is also the author of two other leading texts. Dr. Bateson publishes a newsletter: ConsumerAgeism on Substack and is the editor of thebusinessofage.com, a website focusing on the aging consumer. Dr. Bateson was actively involved with the formation of the services division for the American Marketing Association (AMA). He served on the AMA Services Council for four years and has chaired sessions of the AMA Services Marketing Conference.

Détails de l'édition

• Éditeur: South-Western College Publishing
• Date d'édition: 2020
• Langue: anglais
• ISBN 10: 0357671309
• ISBN 13: 9780357671306
• Reliure: Broché
• Numéro d'édition: 5
• Nombre de pages: 480
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible