Services Marketing: Integrating Customer Focus Across the Firm

Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers.  The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries.

New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service.  The longer cases have been removed from the 7e. View Table of Contents and Features below for more information. 

• Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
• The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary
• Consumer Behavior: Buying, Having, and Being (12th Edition)
• Consumer Behavior: Building Marketing Strategy
• Reinventing the Wheel: The Science of Creating Lifetime Customers
• Sports Business Management: Decision Making Around the Globe
• MR2 (with CourseMate, 1 term (6 months) Printed Access Card) (New, Engaging Titles from 4LTR Press)
• Exploring Marketing Research (with Qualtrics Printed Access Card)
• Good Works!: Marketing and Corporate Initiatives that Build a Better World...and the Bottom Line
• New Products Management