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Services Marketing: People, Technology, Strategy (Eighth Edition) Paperback – 30 April 2016

by Jochen Wirtz (Author), Christopher Lovelock (Author)

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Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples. This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.

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ISBN-10

1944659013
ISBN-13

978-1944659011
Edition

8th
Publisher

World Scientific Publishing Co Inc (USA)
Publication date

30 April 2016
Language

English
Dimensions

21.59 x 2.29 x 27.43 cm
Print length

800 pages
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It is a superbly researched and comprehensive work, witnessed by the extraordinary list of acknowledgements of contributions by global colleagues. It presents a well-developed managerial and global perspective, organization and inclusive content that make it the exemplar among services marketing texts that should well serve both professional and advanced academic needs. It is the premier services marketing source for university marketing faculty, advanced undergraduate and graduate students, and marketing professionals. --Professon Emeritus Merlin Simpson, Pacific Lutheran University

From the Back Cover

Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples. This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.

About the Author

Jochen Wirtz is Vice Dean MBA Programmes and Professor of Marketing at the National University of Singapore (NUS). He is also an international fellow of the Service Research Center at Karlstad University in Sweden, an Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University, and a Global Faculty of the Center for Services Leadership (CSL) at Arizona State University. Previously, Dr Wirtz was an Associate Fellow at the Saïd Business School, University of Oxford (2008 to 2013), a founding member of the NUS Teaching Academy, the NUS think-tank on education matters (2009 to 2015) and the founding director of the dual degree UCLA — NUS Executive MBA Program (2002 to 2017).

Dr Wirtz holds a Ph.D. in services marketing from the London Business School. His research focuses on service marketing and management, and he has published more than 200 academic articles, book chapters and industry reports (incl. six features in Harvard Business Review). His many books include Services Marketing — People, Technology, Strategy (8th edition, 2016) and Essentials of Services Marketing (3rd edition, 2017). With translations and adaptations for over 26 countries and regions, and combined sales of some 900,000 copies, they have become globally leading services marketing text books. His other books include Intelligent Automation: Learn How to Harness Artificial Intelligence to Boost Business & Make Our World More Human (2021), and Winning in Service Markets (2017).

Dr Wirtz has been an active management consultant, working with international consulting firms, including Accenture, Arthur D. Little and KPMG, and major service firms around the world. He has been involved in a number of start-ups including in Accellion (Accellion.com), TranscribeMe (TranscribeMe.com), and Uplifting Service (UpliftingService.com).

Follow Professor Wirtz on LinkedIn (https://www.linkedin.com/in/jochenwirtz), Google Scholar, ResearchGate, Twitter, YouTube, and Facebook. For free downloads of his work see ResearchGate.

The late Christopher Lovelock was one of the pioneers of services marketing. He consulted and gave seminars and workshops for managers around the world, with a particular focus on strategic planning in services and managing the customer experience. From 2001 to 2008, he had been an adjunct professor at the Yale School of Management, where he taught services marketing in the MBA program.

Professor Lovelock's distinguished academic career included 11 years on the faculty of the Harvard Business School and two years as a visiting professor at IMD in Switzerland. He has also held faculty appointments at Berkeley, Stanford, and the Sloan School at MIT, as well as visiting professorships at INSEAD in France and The University of Queensland in Australia.

Product details

Publisher ‏ : ‎ World Scientific Publishing Co Inc (USA); 8th edition (30 April 2016)
Language ‏ : ‎ English
Paperback ‏ : ‎ 800 pages
ISBN-10 ‏ : ‎ 1944659013
ISBN-13 ‏ : ‎ 978-1944659011
Dimensions ‏ : ‎ 21.59 x 2.29 x 27.43 cm

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Jochen Wirtz

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Jochen Wirtz • Vice-Dean MBA Programmes • Professor of Marketing • Best-Selling Author • Keynote Speaker • Consultant • Angel Investor

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Jochen Wirtz is Vice Dean MBA Programmes and Professor of Marketing at the National University of Singapore (NUS). Further, he is an international fellow of the Service Research Center at Karlstad University, Sweden, an Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University, US, and a Global Faculty of the Center for Services Leadership (CSL) at Arizona State University, US. Previously, Dr Wirtz was the founding director of the dual degree UCLA – NUS Executive MBA Program, ranked globally #6 in the Financial Times 2016 EMBA rankings (from 2002 to 2017), an Associate Fellow at the Saïd Business School, University of Oxford (from 2008 to 2013), and a founding member of the NUS Teaching Academy, the NUS think-tank on education matters (from 2009 to 2015).

Professor Wirtz has been an active management consultant, working with international consulting firms, including Accenture, Arthur D. Little, and KPMG and major service firms.

Originally from Germany, Professor Wirtz spent seven years in London before moving to Asia. Today, he shuttles between the US, Asia and Europe.

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Raúl Eduardo del Rosal Cortés

Justo lo que pedí

Reviewed in Mexico on 4 October 2018

Verified Purchase

Buena presentación, era lo que esperaba.

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Bilance

Solid contents, but illustrations are all about what goes wrong in marketing

Reviewed in France on 23 January 2020

Verified Purchase

I do not have to underline the solid contents of the book, practical for students (and teachers) and well documented. Service Marketing has proved to be a good purchase.

BUT I do have some serious issues with it.

It is a shame how little inclusive and diverse the pictures are - and how unnecessary they often are. They all carry the signature of big image banks. In 2016, diversity has fortunately become a topic but the authors do not seem to have noticed that society is changing.
Although it may seem a detail, it may be more than that - and that would be a serious problem. Throughout the book white, young, elegant people when depicted as managers and customers are overrepresented (and the men are pictured bigger than the ladies - read Goffman!), and so are strong and stereotypical young men when posing as gardener or mechanic. Seriously?

Secondly, while recent evolutions as Transformative Customer Research and Transformative Service Research - and basically, issues related to the messy, not-so-glamourous world - are all absent, one wonders how it is possible that young marketers and service managers are not able to develop interesting and sustainable new approaches.

Service marketing does the job when in the hands of critical readers, but may maintain a vision of a rich, smooth, white world - which is a shame and a drawback in a world that is facing serious problems.

Eshana G

Great read

Reviewed in India on 18 June 2019

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It takes time to read this book. But it is a great book on Services marketing. After having done a course in MBA and read uncommon services, when I wanted to brush up, I took this book. However it was a long, very very dedicated discussion on services marketing which I will keep as a reference.

Go ahead and spend your money on it.

One person found this helpful

Etienne

This is an updated book, full of examples and ...

Reviewed in Canada on 14 May 2017

Verified Purchase

This is an updated book, full of examples and well written. However, it may be too much theory for an undergraduate course (even if used for a speciality course such as Service marketing). You may have to remove some content if you do not want to loose half of your class! :)

Cliente Amazon

A must for service marketing students or passionates

Reviewed in Italy on 9 October 2018

Verified Purchase

The book is amazing, detailed and with a plenty of case studies. Perfect!

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