Services Marketing Concepts Strategies & Cases 5th Edition

Services Marketing: Concepts, Strategies, &; Cases : 5th Edition
ISBN: 9781285429786
Publication Date: 1 January 2016

Help students examine the use of services marketing as a competitive tool from a uniquely broad perspective with Hoffman/Bateson's Services Marketing: Concepts, Strategies, &; Cases, 5E. Using a reader-friendly, streamlined structure, the 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, giving students valuable insights for business success. A new online format offers features to keep your course current and is the perfect solution for online, hybrid, and traditional classes that want to take advantage of technology.

New to this Edition

• Significant updates and revisions highlight the latest in services marketing concepts and practices. Updated coverage in every chapter emphasizes emerging topics, such as managing employees, managing service customers, implementing service recovery programs, understanding service supersectors and ethical considerations, and creating a world-class service culture.
• Sustainability &; Services in Action Boxes PROVIDE UNIQUE EMPHASIS. Perhaps the first services marketing book to incorporate sustainability throughout, this edition addresses sustainable services marketing practices in a variety of global industries.
• The book highlights how, despite the i...