Service Management and Marketing Principles: Competing in the Service Economy

Kandampully, Jay (Author)/ Solnet, David J. (Author)

ISBN 10: 1032749652 / ISBN 13: 9781032749655

Published by Routledge India, 2024

About this Item

188 pages. 9.18x6.12x9.21 inches. In Stock.

Seller Inventory # x-1032749652

Bibliographic Details

• Title: Service Management and Marketing Principles: Competing in the Service Economy
• Publisher: Routledge India
• Publication Date: 2024
• Language: English
• ISBN 10: 1032749652
• ISBN 13: 9781032749655
• Binding: Paperback
• Condition: Brand New
• Weight: 0.46 kilograms

About this title

Synopsis

This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences. This book introduces readers to a range of interrelated topics and the application of service management and marketing theories which are fundamentally critical to the success of all enterprises seeking competitive advantage through enhanced customer experience.

This book analyses management and marketing challenges in the service and experience economy and provides insights into how marketers and managers can strike a balance between supply, demand, price, and quality and leverage technology for operational efficiency and to better manage customer service and expectations. Through the coverage of critical foundational topics, from how value is created; the evolution of global economies from goods, services to experiences; foundations of customer-centric management; managing service workers; integrating human touch with high-tech service; and many others, the authors provide a holistic understanding of management in a complex, globally interconnected world.

This book will be useful for students, researchers, and instructors of business management, marketing, commerce, and economics. It will also be of interest to professionals working in healthcare, retail, financial services, government hospitality, leisure, tourism, and other services.

About the Author

Jay Kandampully is Professor of Service Management and Hospitality in the Department of Human Sciences at the Ohio State University, USA.

David J. Solnet is Professor of Service Management and Service Work at University of Queensland, Business School, Australia.