Today, more people in the western world earn a living from producing services than making manufactured goods. Now in its sixth edition, Principles of Services M

Now in its seventh edition, Principles of Services Marketing has been revised and updated throughout toreflect the most recent developments in this fast-moving

This text explores both concepts and techniques of marketing for a broad range of service categories and industries. The authors show that different categories

This text with cases provides a contemporary overview of key issues in the marketing of services. It explores many issues that are familiar to students with a f

Covering management of the service counter and recovery from service failure, customer care, and information as a source of competitive advantage, this text is