Serving Customers: Global Services Marketing Perspectives - Tapa blanda

Serving Customers: Global Services Marketing Perspectives has been written in a critical scholarly manner at an advanced level for postgraduate students. It is an edited book, taking a global perspective and addressing global trends. It is primarily aimed at postgraduate students and service managers in Western countries such as the USA, the UK/Europe, and Australia and NZ. In Australia, services employ 72% of the country s workers, and accounts for almost all the job growth in Australia for the past 30 years, with no sign of change. The book is organised into six sections: the history of services marketing, service design, the human aspect of services, the technology aspect of services, managing services globally, sustainable services, and the future of services marketing. One by one, the chapters look at emerging global trends in services marketing. While each chapter makes a unique theoretical contribution, separate teaching notes are also available to educators. The final chapter looks at differences in services marketing across different cultures, countries and continents.

Raymond P. Fisk (PhD Arizona State University) is Professor and Chair of the Department of Marketing at Texas State University in the USA. His principal interest is services marketing and has been published in numerous journals as well as presented at conferences worldwide. Some of the journals include the Journal of Marketing, the Journal of the Academy of Marketing Science, the European Journal of Marketing and the Journal of Service Research. Rebekah Russell-Bennett (PhD University of Queensland) is Professor in the Business School at Queensland University of Technology in Brisbane, Australia. Her research areas are complaint behaviour, service recovery, emotions in service and social marketing. Rebekah has been published in numerous journals, including the Journal of Business Research, Industrial Marketing Management, the European Journal of Marketing and the Journal of Services Marketing. Lloyd C. Harris (PhD Cardiff University) is Professor of Marketing and Strategy at Warwick Business School at the University of Warwick in the UK. His research areas include market orientation, the organizational culture/marketing interface, the initiation of strategic marketing, and professional services marketing. Lloyd has been published in a range of journals, including the Journal of Retailing, the Journal of the Academy of Marketing Science, the Journal of Service Research and the Journal of Management Studies.