Services Marketing, International Edition

I. FOUNDATIONS OF SERVICES MARKETING. 1. Understanding Services Marketing. 2. Frameworks for Managing the Customer's Experience. 3. Plugging into the Information Age. II. CREATING THE INTERACTIVE EXPERIENCE. 4. Planning and Producing the Service Performance. 5. Designing the Service Setting. 6. Leveraging the People Factor. 7. Managing the Customer Mix. III. PROMISING THE INTERACTIVE SERVICE EXPERIENCE. 8. Setting a Price for the Service Rendered. 9. Promoting the Interactive Service Experience. 10. Building Customer Loyalty Through Service Quality. 11. Regaining Customer Confidence Through Customer Service and Service Recovery. 12. Researching Service Success and Failure. V. MANAGEMENT ISSUES IN SERVICES MARKETING. 13. Developing Marketing Strategies for Services. 14. Coping with Fluctuating Demand for Services. 15. Thinking Globally: It's a Small World After All". Appendix: Careers in Services. Glossary. Name Index. Organization Index. Subject Index."

Stephen J. Grove (B.A, M.A, Texas Christian University; Ph.D., Oklahoma State University) is Professor of Marketing at Clemson University. He has published in the Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Services Research, Journal of Public Policy and Marketing, Journal of Advertising, Journal of Advertising Research, Journal of Current Issues and Research in Advertising, Journal of Macromarketing, Journal of Business Research, Journal of Personal Selling and Sales Management, The Service Industries Journal, European Journal of Marketing, Journal of Services Marketing, Managing Service Quality, and others. His books include: Services Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts, and Interactive Services Marketing, 3rd Ed. John, JobyJoby John is Professor of Marketing and Dean of the B.I. Moody III College of Business Administration at the University of Louisiana, Lafayette. He earned his B.S. from Birla Institute of Technology and Science, India, his M.B.A. from Madras University, India, and his Ph.D. from Oklahoma State University. He is a former marketing officer at Pfizer (India) and ITC (BAT, India). He has taught or guest lectured in several countries, including Australia, Chile, Colombia, Estonia, Finland, India, Spain, and Sweden. Dr. John's primary teaching, research, and consulting are in the areas of services marketing, customer-focused management, and cross-cultural issues in marketing. Dr. John has published in the European Journal of Marketing, Health Care Management Review, International Marketing Review, Journal of Consumer Marketing, Journal of Health Care Marketing, Journal of Services Marketing, Managing Service Quality, Psychological Reports, The Service Industries Journal and several other academic journals. Dr. John published Services Marketing Self-Portraits: Introspections, Reflections, and Glimpses from the Experts. He is a past Chair of the AMA's Services Marketing