Essentials of Services Marketing - 1st Edition - Softcover

Christopher Lovelock; Jochen Wirtz; Patricia Chew

3.93

60 ratings by Goodreads

9789810679958: Essentials of Services Marketing - 1st Edition

Softcover

ISBN 10: 9810679955 ISBN 13: 9789810679958

Publisher: Pearson Education, 2008

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Essentials of Services Marketing 1st ed (ESM1) is the only introductory services marketing textbook presented in full color. Written by Lovelock, Wirtz and Chew, this text s presentation of visual learning aids, coupled with the reader-friendly use of language will impress upon students that this is one marketing text clearly written with them in mind. Framework / Approach Existing textbooks simply cover too much and introduce too much information given the limited amount of teaching time. ESM1 takes this all this into consideration and you will find that in this textbook we have: 1. Full-colour visual learning aids that promote the comprehension and recalling of salient points. 2. A broad selection of international case studies from US, Europe and Asia that helps students relate to services marketing and provides them with a global perspective. 3. Expressed theories and concepts in a simple and clear language to aid students understanding. 4. Furnished professors with teaching tools that complement the text to make teaching and assessment easier. Features 1. Visual Learning Aids - Color, well designed graphics and concise language facilitates the learning process. Well designed graphics in full color to engage learning and lively illustrations to enliven lessons Simple language and shorter sentences work hand-in-hand with visuals to bring important concepts into focus Color the only full-color services marketing textbook that boasts of real-life photos, visual learning cues and marketing concepts Benefit: Students are motivated to learn as a result of less text and more emphasis on full-color learning cues (such as graphical depictions of concepts and other conceptual diagrams) vs. chunky monotone text in our competitors books. Grasping salient points and recalling concepts are made much easier, regardless of the language ability of each student 2. Familiar international case studies and brands Case studies contain global yet familiar examples representing the different issues of services marketing. 40% of cases in American context 30% of cases in European context 30% of cases in Asian context Benefit: Students in relate better when they can recognize examples of international brands and companies, in particular those which operate widely worldwide. 3. Systematic Learning Approach Marketing concepts are organized for clarity and effective study. Well-sequenced topics a streamlined pedagogical framework that allows students to progressively follow topics Opening vignettes Chapters begin with real-life case studies that incorporate the chapter s learning objectives Learning markers Learning objective markets flag chapter milestones Benefit: Overall impact for learning is enhanced as students have to go through less text to understand and recap concepts

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About the Author:

The late Christopher Lovelock (PhD Stanford University) was one of the pioneers of services marketing. He consulted and gave seminars and workshops for managers around the world, with a particular focus on strategic planning in services and managing the customer experience. His distinguished academic career has included 11 years on the faculty of the Harvard Business School and two years as a visiting professor at IMD in Switzerland. He has also held faculty appointments at the Yale School of Management, Berkeley, Stanford, and the Sloan School at MIT, as well as visiting professorships at INSEAD in France and The University of Queensland in AustraliaDr. Lovelock authored over 60 articles, more than 100 case studies, and 21 books. Widely acknowledged as a thought leader in services, Dr. Lovelock had been honored by the American Marketing Association's prestigious Award for Career Contributions in the Services Discipline. In 2005, his article with Everett Gummesson, "Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives," won the American Marketing Association's Best Services Article. Earlier he received a best article award from the Journal of Marketing. Recognized many times for excellence in case writing, he had twice won top honors in the BusinessWeek "European Case of the Year" Award.Jochen Wirtz (PhD London Business School) is an associate professor at the National University of Singapore (NUS), the director of the dual-degree UCLA-NUS Executive MBA Program, and an Associate Fellow at the Said Business School, Oxford University. He has published widely on services marketing, including over 70 academic articles, 80 conference papers, 50 book chapters and 10 books, including jointly with Dr Lovelock one of the world's leading services marketing text books, Services Marketing: People, Technology, Strategy (Prentice Hall, 2007). Dr Wirtz serves on the editorial review boards of 11 academic journals, and has received 16 awards in recognition of his excellence in research and teaching. He has also been an active management consultant, working with international consulting firms, including Accenture, Arthur D. Little, and KPMG, and major service firms in the areas of strategy, business development, and customer feedback systems. Originally from Germany, Dr Wirtz spent seven years in London before moving to Asia.Patricia Chew (PhD National University of Singapore) is Head of Programme for Marketing at SIM University in Singapore. She oversees programme design and curriculum development, appoints and manages the associate faculty and also teaches Service Marketing. She is also an adjunct lecturer teaching Services Marketing at the MBA and BBA levels at the National University of Singapore.Dr Chew's research focuses on services marketing, where she has published several articles and conference papers, particularly on incentivised referrals and word of mouth. Dr Chew has consulted services marketing-related projects for companies like SK Telecoms, LG Capital, the National Library Board in Singapore and Singapore Pools.

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