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Alan M. Wilson
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Services Marketing Paperback – 1 April 2016

by Wilson (Author)
4.2 out of 5 stars 22
Edition: 3 ed
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Services Marketing: Integrating Customer Focus Across the Firm ISE
Services Marketing: Integrating Customer Focus Across the Firm ISE
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European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. Drawing on research and using examples, this book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing.
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  1. ISBN-10
    007716931X
  2. ISBN-13
    978-0077169312
  3. Edition
    3rd
  4. Publisher
    Mhe Uk
  5. Publication date
    1 April 2016
  6. Language
    English
  7. Dimensions
    19.4 x 1.8 x 26.1 cm
  8. Print length
    555 pages
  9. See all details
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Product description

About the Author

Alan Wilson is Professor of Marketing and Head of the Marketing Department within the University of Strathclyde Business School. He specializes in the marketing of services, has a PhD in the subject, and has been invited to deliver lectures and seminars on both services marketing and marketing research in a variety of countries throughout the world, to both student and executive audiences.

Valarie Zeithaml is an award-winning teacher and researcher, and an internationally recognized pioneer of services marketing. Dr. Zeithaml has researched customer expectations in more than 50 industries. She has consulted with service and product companies, including IBM, Kaiser Permanente, GE, John Hancock Financial Services, Aetna, AT&T, Metropolitan Life Insurance, Bank of America, Chase Manhattan Bank, Allstate, and Procter and Gamble.For her work that is influencing the future direction of marketing, she was named a Thomson Reuters Highly Cited Researcher in the report on "The World's Most Influential Scientific Minds."The American Marketing Association (AMA) named her a Marketing Legend in 2016. She was selected for its inaugural cohort of AMA Fellows for her significant contributions to the research, theory and practice of marketing and service to the AMA in 2015.In 2008, the AMA awarded her with the Paul D. Converse Award, which is granted every four years to individuals who have made outstanding and enduring contributions to marketing through journal articles, books or a body of work. She received the AMAs Career Contributions to the Services Discipline Award in 2001.She received both the Innovative Contributor to Marketing Award from the Marketing Management Association and the Outstanding Marketing Educator Award from the Academy of Marketing Science in 2004.Dr. Zeithaml is the author or co-author of seven prized books, including  Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy, Delivering Quality Service: Balancing Customer Perceptions and Expectations, and this best-selling textbook. She received her PhD and MBA from the University of Maryland, and her BA from Gettysburg College.

MARY JO BITNER serves as Academic Director for the Center for Services Leadership at Arizona State University. Dr. Bitner was a founding faculty member of the Center for Services Leadership created for the study of services marketing and management. Dr. Bitner has published more than 50 articles and has received a number of awards for her research in leading journals, including the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Business Research, Journal of Retailing, International Journal of Service Industry Management, and Academy of Management Executive. She has consulted with and presented seminars and workshops for numerous businesses. In 2003, Dr. Bitner was honored with the Career Contributions to the Services Discipline award by the American Marketing Associations Services Special Interest Group.

DWAYNE D. GREMLER, Bowling Green State University, received his MBA and PhD degrees from Arizona State University. He is a passionate advocate for the research and instruction of services marketing issues. He has served as Chair of the American Marketing Associations Services Marketing Special Interest Group and has helped organize services marketing conferences in Australia, The Netherlands, France, and the United States. He has been the recipient of several research awards and while a professor at the University of Idaho, Dr. Gremler received the First Interstate Bank Student Excellence in Award for teaching, an award determined by students in the College of Business and Economics.

Product details

  • Publisher ‏ : ‎ Mhe Uk; 3rd edition (1 April 2016)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 555 pages
  • ISBN-10 ‏ : ‎ 007716931X
  • ISBN-13 ‏ : ‎ 978-0077169312
  • Dimensions ‏ : ‎ 19.4 x 1.8 x 26.1 cm
  • Customer Reviews:
    4.2 out of 5 stars 22

About the author

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Alan M. Wilson

Alan M. Wilson

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Alan is Professor of Marketing at University of Strathclyde Business School. Before joining the Business School, he was a senior consultant within a London-based marketing consultancy practice and prior to that an Associate Director of a leading London-based marketing research agency. Whilst at Strathclyde, he has been a Vice Dean of the Business School and Head of the Department of Marketing.

Alan's expertise is in the areas of services marketing, customer experience management, corporate branding and reputation, digital marketing and marketing research.

He was a Board Director and Chairman of Culture Republic (an arts marketing and audience development agency, whose aim was to improve accessibility to arts and cultural events in Scotland). He is also a Visiting Professor of Services Marketing at Ecole Hoteliere Lausanne, Switzerland. He has been invited to deliver lectures and seminars throughout the world in countries such as Pakistan, South Africa, Poland, France, Japan, Australia, Portugal, Spain, Malaysia, Singapore and the US.

Alan is a Fellow of the Market Research Society (MRS). He was a member of the Society's Governing Council (2002-2009) and also chaired the Society's Professional Development Advisory Board. He is also a Fellow of the Chartered Institute of Marketing (CIM).

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NjMac
5.0 out of 5 stars instant kindle purchase
Reviewed in the United Kingdom on 20 February 2017
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needed for my MBA in a hurry so ordered as kindle book
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Product came damaged and paper within textbook was damp bending pages
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