Service Management and Marketing Principles
Competing in the Service Economy
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Estimated delivery time: In stock at the publisher, but not at Prospero's office. Delivery time approx. 3-5 weeks.
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Product details:
- Edition number 1
- Publisher Routledge India
- Date of Publication 7 June 2024
- ISBN 9781032749655
- Binding Paperback
- No. of pages246 pages
- Size 234x156 mm
- Weight 460 g
- Language English
- Illustrations 22 Illustrations, black & white; 22 Halftones, black & white; 8 Tables, black & white 898
Categories
Short description:
This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful and exceptional experiences.
MoreLong description:
This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences. This book introduces readers to a range of interrelated topics and the application of service management and marketing theories which are fundamentally critical to the success of all enterprises seeking competitive advantage through enhanced customer experience.
This book analyses management and marketing challenges in the service and experience economy and provides insights into how marketers and managers can strike a balance between supply, demand, price, and quality and leverage technology for operational efficiency and to better manage customer service and expectations. Through the coverage of critical foundational topics, from how value is created; the evolution of global economies from goods, services to experiences; foundations of customer-centric management; managing service workers; integrating human touch with high-tech service; and many others, the authors provide a holistic understanding of management in a complex, globally interconnected world.
This book will be useful for students, researchers, and instructors of business management, marketing, commerce, and economics. It will also be of interest to professionals working in healthcare, retail, financial services, government hospitality, leisure, tourism, and other services.
MoreTable of Contents:
Acknowledgements. Introduction 1. The Service Economy 2. Management and Marketing Challenges in the Service Economy 3. Management Implications for Service Supply and Demand 4. Understanding Service Quality 5. Customer Centricity in Practice 6. Translating Service Vision to Action 7. Managing Customer Experience and Service Failures 8. Crafting a Culture for Service Excellence 9. Leveraging Technology 10. Fostering Service Innovation. Index.
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