For undergraduate courses in services marketing.As economies across the world continue to transit...

This book encompasses empirical evidences to understand the application of data analytical techni...

Winning in Service Markets: Success through People, Technology, and Strategy is the first practit...

Highly capable and motivated people are at the center of service excellence and productivity. Beh...

Targeting, acquiring, and retaining the 'right' customers is at the core of many successful servi...

The first unspoken law of service quality and productivity is to do it right the first time. Howe...

The relationship between productivity and customer satisfaction is complex. Service Quality and P...

Service leadership is not based on outstanding performance within a single dimension. Rather, it ...

What makes consumers or institutional buyers select, and remain loyal to, one service provider ov...

Many services with limited capacity face wide swings in demand that can be caused by the change i...

Designing the service environment is an art that involves a lot of time and effort, and can be ex...

In services marketing, it is important to understand why customers behave the way they do. How do...