Services Marketing

This practical guide is the first to take a behavioral/managerial approach to one of the fastest-growing fields in marketing: services marketing! In an engaging and interesting writing style, the authors present the latest theories and concepts of both domestic and international services marketing, all within the context of how theory is applied in today's dynamic environment.

David L. Kurtz is currently the R.A. and Vivian Young Chair of Business Administration at the University of Arkansas. Kurtz has previously held appointments at Seattle University, Eastern Michigan University, Davis & Elkins College, and Monash University (Australia). He is the author of 30 books and over 100 articles and papers. Kenneth E. Clow is currently an associate professor of marketing at Pittsburg State University. He has written over 60 journal and proceedings articles, most of which are in the services marketing field. In addition he owned and operated a service business for eight years.

THE FOUNDATIONS OF SERVICES MARKETING.

Introduction to Services Marketing.

The Purchase Process for Services.

Consumer Expectations of Services.

Service Quality.

MANAGING THE SERVICE OUTCOME.

Operations.

People.

Environment.

Pricing.

Distribution.

SERVICES STRATEGIES.

Competitive Marketing Strategies.

Managing Supply, Demand, and Productivity.

Customer Retention.

An Integrated Communications Program.

Cases.

Indexes. More