Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success.

In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-to-date and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today.

New and updated material in this new edition includes:
• New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services.
• New coverage on listening to customers through research, big data, netnography and monitoring user-generated content.
• Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things.
• Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds.

Available with McGraw-Hill’s Connect�, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.

"About this title" may belong to another edition of this title.

Store Description

We sell textbooks to students at very affordable prices. All books are brand new, satisfaction guaranteed.

Visit Seller's Storefront

Seller's business information

Romtrade Corp.
39137 BYERS DR., STERLING HEIGHTS, MI, 48310, U.S.A.

Sale & Shipping Terms

Terms of Sale

We guarantee the condition of every book as it's described on the Abebooks web
sites. If you're dissatisfied with your purchase (Incorrect Book/Not as
Described/Damaged) or if the order hasn't arrived, you're eligible for a refund
within 30 days of the estimated delivery date. If you've changed your mind about
a book that you've ordered, please use the Ask bookseller a question link to
contact us and we'll respond within 2 business days. The contact persons name is
Constantin Marandici and the m...

More Information

Shipping Terms

Orders usually ship within 2 business days. Shipping costs are based on books weighing 2.2 LB, or 1 KG. If your book order is heavy or oversized, we may contact you to let you know extra shipping is required. We use USPS, DHL and ARAMEX for shipping.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 10 business days	3 to 6 business days
First item	US$ 0.00	US$ 0.00

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.