For undergraduate courses in services marketing.As economies across the world continue to transit...

This book encompasses empirical evidences to understand the application of data analytical techni...

Winning in Service Markets: Success through People, Technology, and Strategy is the first practit...

From a customer's perspective, services are experiences. From the organization's perspective, ser...

Highly capable and motivated people are at the center of service excellence and productivity. Beh...

Targeting, acquiring, and retaining the 'right' customers is at the core of many successful servi...

The first unspoken law of service quality and productivity is to do it right the first time. Howe...

The relationship between productivity and customer satisfaction is complex. Service Quality and P...

Service leadership is not based on outstanding performance within a single dimension. Rather, it ...

What makes consumers or institutional buyers select, and remain loyal to, one service provider ov...

Creating a viable service requires a business model that allows for the costs of creating and del...

Developing an effective service marketing communications strategy starts with a good understandin...