Buy new:
$166.36
FREE delivery 15 - 18 July
Dispatched from: SonicBW
Sold by: SonicBW
$166.36
FREE delivery 15 - 18 July. Details
Usually dispatched within 2 to 3 weeks
$$166.36 () Includes selected options. Includes initial monthly payment and selected options. Details
Price
Subtotal
$$166.36
Subtotal
Initial payment breakdown
Delivery cost, delivery date and order total (including tax) shown at checkout.
Ships from
SonicBW
SonicBW
Ships from
SonicBW
Sold by
SonicBW
SonicBW
Sold by
SonicBW
Returns
Eligible for change of mind returns within 30 days of receipt
Eligible for change of mind returns within 30 days of receipt
This item can be returned in its original condition within 30 days of receipt for change of mind. However, if your item is damaged or defective, you may be entitled to a remedy after 30 days. Contact the seller or visit Third-Party Seller Returns to learn more.
Read our returns policies
Payment
Secure transaction
Your transaction is secure
We work hard to protect your security and privacy. Our payment security system encrypts your information during transmission. We don’t share your credit card details with third-party sellers, and we don’t sell your information to others. Learn more
$44.00
$15 delivery 8 - 14 July. Details
Only 5 left in stock.
$$166.36 () Includes selected options. Includes initial monthly payment and selected options. Details
Price
Subtotal
$$166.36
Subtotal
Initial payment breakdown
Delivery cost, delivery date and order total (including tax) shown at checkout.
Ships from and sold by THESHOPONE12.
Kindle app logo image

Download the free Kindle app and start reading Kindle books instantly on your smartphone, tablet or computer—no Kindle device required.

Read instantly on your browser with Kindle for Web.

Using your mobile phone camera, scan the code below and download the Kindle app.

QR code to download the Kindle App

Follow the authors

See all
Alan M. Wilson
Follow
Valarie A. Zeithaml
Follow
Something went wrong. Please try your request again later.

Services Marketing: Integrating Customer Focus Across the Firm Paperback – 16 May 2012

by Alan Wilson (Author), Valarie Zeithaml (Author), Mary Jo Bitner (Author),
4.6 out of 5 stars 11 ratings
Or $27.73 /mo (6 mo). View 2 plans

You can select and apply an appropriate plan based on your cart value at checkout.

Payment options Interest Total*
$27.73/mo (6 mo)
minimum purchase of $100 		0% $166.36
$55.46/mo (3 mo)
minimum purchase of $50 		0% $166.36

Learn more

* The payment amount shown here does not include the cost of any additional selected options. See total payment amount (including shipping cost) at the checkout.

** Latitude: Monthly credit card fee (currently $10.95) will apply. Equal monthly repayments apply, account fees, late fees apply. Provider may charge interest. Exclusions apply. For more details click on Learn more above. You acknowledge that credit is provided to you by Latitude Finance Australia ABN 42 008 583 588, Australian Credit Licence number 392145, and the instalment plan is subject to the terms and conditions imposed on you by Latitude. Equal monthly repayments apply (exact amounts specified in your Latitude statement) and card fees will be charged by Latitude. If you fail to make your minimum monthly payment for two consecutive months, you agree that your equal monthly payment plans (Instalment Interest Free Promotion) with a term of fewer than 33 months will change into a minimum monthly payment plan (Interest Free Promotion) for the remaining duration of the initial plan term. If you fail to make a payment on time, Latitude will charge late fees. Latitude will also charge interest on any outstanding balance at the end of the instalment plan period you select at the rate set out in its T&Cs (currently 29.99% p.a.). Interest may also apply to other Latitude credit card transactions or if you do not comply with the Latitude T&Cs.
Account type Interest
Zip Pay
Always interest free^
Zip Money
12 mo interest free,
25.9% p.a. thereafter*

Learn more

The payment amount shown here does not include the cost of any additional services. See total payment amount (including shipping cost) at the checkout.

^Zip Pay: This is a credit product and is interest free. Minimum monthly repayments are required. A monthly account fee of $9.95 is charged by Zip and is subject to change. Pay your closing balance in full by the due date each month and Zip will waive the fee. Available to approved applicants only and subject to completion of satisfactory credit assessment by Zip. Other charges may be payable. Fees and charges subject to change. Zip T&Cs apply. T&Cs available on application. See your Zip contract for further details. Credit provided by Zip Money Payments Pty Ltd (ABN 58 164 440 993), Australian Credit Licence Number 441878.

*Zip Money: Interest free term subject to minimum spend and promotional partner offer. Available to approved applicants only and subject to completion of satisfactory credit check. The repayment advertised will repay the transaction balance within the advertised interest free period. A monthly account fee of $9.95 applies and a one off establishment fee may apply for new customers. Under the contract, minimum monthly repayments are required and will vary depending on your credit limit. Instalment plans split eligible purchases of $300 and above into equal repayments within the interest free period. If you turn off instalments, transactions will be reverted to the minimum monthly repayment. Paying only the minimum monthly repayment may not necessarily repay a purchase within the interest free period. Any balance outstanding at the expiry of the interest free period will be charged at the standard variable interest rate, 25.9% per annum, as at 1 June 2023. Other charges may be payable, see T&Cs. Interest, fees and charges are subject to change. Terms & Conditions apply and are available on application. See your contract for further details. Credit provided by ZipMoney Payments Pty Ltd (ABN 58 164 440 993), Australian Credit Licence Number (441878).
{"desktop_buybox_group_1":[{"displayPrice":"$166.36","priceAmount":166.36,"currencySymbol":"$","integerValue":"166","decimalSeparator":".","fractionalValue":"36","symbolPosition":"left","hasSpace":false,"showFractionalPartIfEmpty":true,"offerListingId":"%2BZk3b6eg0Z8RUQ%2BwALFX9qTX1laSh8L9rjDtssBpq5eD79jIQT31tzHwpPxWfTMBagyXMLnJYg0OCYuxgMhZh%2Bwtf6CesLggF1r8Rw1SR1ja%2BmjEE2Ltu5dr39gKuRDWftM%2B1aMD0fGbkYgT5ErQTXvRCRC9aolX2BbQjwprz0HFsApippFPt%2BZHm7FUr31X","locale":"en-AU","buyingOptionType":"NEW","aapiBuyingOptionIndex":0}, {"displayPrice":"$44.00","priceAmount":44.00,"currencySymbol":"$","integerValue":"44","decimalSeparator":".","fractionalValue":"00","symbolPosition":"left","hasSpace":false,"showFractionalPartIfEmpty":true,"offerListingId":"%2BZk3b6eg0Z8RUQ%2BwALFX9qTX1laSh8L9go3%2FwLVERHr8tuyR9kA4mM5m9GyZB7z6mVDkzw5q1QCOMF52AEUCG%2BtqrUXWtpthgEEOMEAHJdhfeH0njfZI6psCJ3BJsAns4laP89rdgRKrXwJaJpa%2BGqDFDXIXQrY3cx%2BnBd8rl88UVPFMf%2BmaoENA%2BCm2Tjqg","locale":"en-AU","buyingOptionType":"USED","aapiBuyingOptionIndex":1}]}

Purchase options and add-ons

The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach.The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking.In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students.
Read more
Previous slide of product details
  1. Print length
    608 pages
  2. Language
    English
  3. Publisher
    McGraw Hill Higher Education
  4. Publication date
    16 May 2012
  5. Dimensions
    19.7 x 2.4 x 26.4 cm
  6. ISBN-10
    0077131711
  7. ISBN-13
    978-0077131715
Next slide of product details

There is a newer edition of this item:

Services Marketing: Integrating Customer Focus Across the Firm ISE
Services Marketing: Integrating Customer Focus Across the Firm ISE
$117.93
(4)
In stock

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 ‏ : ‎ McGraw Hill Higher Education
  • Publication date ‏ : ‎ 16 May 2012
  • Edition ‏ : ‎ 2nd
  • Language ‏ : ‎ English
  • Print length ‏ : ‎ 608 pages
  • ISBN-10 ‏ : ‎ 0077131711
  • ISBN-13 ‏ : ‎ 978-0077131715
  • Item weight ‏ : ‎ 1 g
  • Dimensions ‏ : ‎ 19.7 x 2.4 x 26.4 cm
  • Customer Reviews:
    4.6 out of 5 stars 11 ratings

About the authors

Follow authors to get new release updates, plus improved recommendations.
Previous page
  1. Alan M. Wilson

    Alan M. Wilson

    Brief content visible, double tap to read full content.
    Full content visible, double tap to read brief content.

    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).

    See more on the author's page
  2. Valarie A. Zeithaml

    Valarie A. Zeithaml

    Brief content visible, double tap to read full content.
    Full content visible, double tap to read brief content.

    Discover more of the author’s books, see similar authors, read book recommendations and more.

    See more on the author's page
  3. Dwayne Gremler

    Dwayne Gremler

    Brief content visible, double tap to read full content.
    Full content visible, double tap to read brief content.

    Discover more of the author’s books, see similar authors, read book recommendations and more.

    See more on the author's page
  4. Mary Jo Bitner

    Mary Jo Bitner

    Brief content visible, double tap to read full content.
    Full content visible, double tap to read brief content.

    Discover more of the author’s books, see similar authors, read book recommendations and more.

    See more on the author's page
Next page

Customer reviews

4.6 out of 5 stars
11 global ratings

Review this product

Share your thoughts with other customers
Write a customer review

Top reviews from Australia

There are 0 reviews and 0 ratings from Australia

Top reviews from other countries

  • Omar SG
    5.0 out of 5 stars Quick and good service
    Reviewed in the United States on 19 July 2013
    Format: PaperbackVerified Purchase
    When I order it, I thought it will be here in Iceland in end of july. But I was suprice how quick it was to arived to me and the book was in best quality.
    Report
  • Anu
    5.0 out of 5 stars Five Stars
    Reviewed in the United Kingdom on 2 December 2017
    Format: PaperbackVerified Purchase
    Bought it as used and it was as good as new! Great value for money!
    Report
  • Paulian Kazibwe
    5.0 out of 5 stars Five Stars
    Reviewed in the United Kingdom on 10 December 2015
    Format: PaperbackVerified Purchase
    Delivered on time and in best paperback form. No regrets at all
    Report
  • Nicola Whelan
    5.0 out of 5 stars Five Stars
    Reviewed in the United Kingdom on 2 November 2014
    Format: PaperbackVerified Purchase
    Book was perfect, arrived quickly
    Report
  • Zabz
    5.0 out of 5 stars Five Stars
    Reviewed in the United Kingdom on 10 February 2015
    Format: PaperbackVerified Purchase
    Very good read.
    Report