Services Marketing, 2e
The last thirty years have witnessed a steady increase in the contribution of the services sector to economic growth.
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Services Marketing, 2e
The last thirty years have witnessed a steady increase in the contribution of the services sector to economic growth. In fact, the contribution of services to the economies of the USA-the first to be declared a service economy with the services sector contributing more than 50 per cent of the GDP-and other developed countries continues to grow even now. However, in recent times, even developing economies have come to rely on the services sector for economic growth. Organizations have come to realize that services-characterized by intangibility, perishability and variability-are different from goods hence, their marketing requires the use of specifically formulated strategies. It is no surprise then that services marketing has evolved as a specialized branch of study. Present-day managers need this knowledge to effectively drive the growth of their organizations.The second edition of Services Marketing, with an enhanced conceptual foundation, meets this requirement of students, managers and marketing professionals. This thoroughly revised and updated edition retains the best-loved features of the first edition, while improving on the pedagogy. The enhanced pedagogy and coverage in this edition in conjunction with the lucid and pithy style of the author make this book perfect for students of business administration, commerce and management.
Features:
- New Chapters: Seven new chapters added to ensure comprehensive coverage of concepts: ‘Marketing Management: Core Concepts’; ‘Marketing Environment’; ‘Marketing Information System and Research’; ‘Competition Analysis and Strategies’; ‘Services Branding and Positioning’; ‘Service Failures and Recovery’; and ‘International Services Marketing’
- Improved Pedagogy: Opening vignettes, case lets, margin notes and assignments added to each chapter to highlight real-problems and organizational strategies and to foster the analytical and problem solving abilities of students
- Cases: Five short cases appended at the end of the book to encourage students to explore the real-world problems that services organizations face
- Enhanced Teaching and Learning Package: Supplements comprise an online question bank for students, and PowerPoint lecture slides and instructors’ manual for instructors
Contents:
1. Introduction to Services Marketing
2. Marketing Management: Core Concepts
3. The Marketing Environment
4. The Services Sector in the Indian Economy
5. Consumer Behaviour in Services
6. Marketing Information System and Research
7. Services Strategy
8. Market Segmentation
9. Competition Analysis and Strategies
10. Service Demand Management
11. The Service Product
12. Service Branding and Positioning
13. Physical Evidence
14. Pricing
15. Distribution
16. Internal Marketing
17. External Marketing
18. Interactive Marketing
19. Service Quality Management
20. Service Failures and Recovery
21. Customer Relationship Management
22. International Marketing of Services
23. Consumer Protection in Services
24. Services Marketing in India
| Book | |
|---|---|
| Author | Rao |
| Pages | 584 |
| Year | 2011 |
| ISBN | 9788131732250 |
| Publisher | Pearson |
| Language | English |
| Uncategorized | |
| Edition | 2/e |
| Weight | 820 g |
| Dimensions | 20.3 x 25.4 x 4.7 cm |
| Binding | Paperback |