ISBN 9781944659820

PB | 684pp | 2022

Original Price US$59.90Special Indian Edition at Rs.1695

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₹1695

Each of the 15 chapters has been revised. Allchapters incorporate new examples and thelatest academic research.Key topics have Master Class Videos linked tothe respective chapters that are accessible viaQR codes.New applications of technology are integratedthroughout the text, ranging from servicerobots, artificial intelligence (AI), and intelligentautomation (IA), to peer-to-peer sharingplatforms and digital business models.and more.

Contact• For orders of individual copies, course adoptions, bulk purchases: orders@feelbooks.in• For further information see www.JochenWirtz.com• For questions regarding contents: Jochen Wirtz, jochen@nus.edu.sg

SERVICES MARKETINGPeople, Technology, Strategy, 9th Edition

By Jochen Wirtz & Christopher Lovelock

The ninth edition represents a significant revision. Itscontents reflect ongoing developments in the serviceeconomy, dramatic developments in technology, andnew research findings.

Full-color visual aidspromote learning and

organizationalframeworks captureessence of individualchapters in one look.

WHAT’S NEW IN THIS EDITION?

New Topics, New Research

Content thoroughlyrevised to include real-life industry examples

and global case studiessupported by academic

research.

Supplementaryteaching materials

complement thetextbook to make

teaching andassessment easier.

Ninth Edition of Bestselling Textbook

WHAT TYPES OF COURSES CAN THIS BOOK BE USED?WHAT TYPES OF COURSES CAN THIS BOOK BE USED?This text is designed for advanced undergraduates in Bachelor of Business Administration, Bachelor of Marketing and Bachelor ofBusiness, as well as MBA and EMBA students. Services Marketing places marketing issues within a broader general managementcontext. The book will appeal to both full-time students headed for a career in management and EMBAs and executive programparticipants who are combining their studies with ongoing work in managerial positions.

Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook forServices Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latestacademic research, industry trends, and technology, social media and case examples.

This book takes on a strong managerial approach presented through a coherent and progressivepedagogical framework rooted in solid academic research. It features cases and examples from all overthe world and is suitable for students who want to gain a wider managerial view.

WHAT ARE THE BOOK’S DISTINGUISHING FEATURES?WHAT ARE THE BOOK’S DISTINGUISHING FEATURES?A strongly managerial perspective, yet it is rooted in solidacademic research, complemented by memorableframeworks. Our goal is to bridge the all-too-frequent gapbetween theory and the real world.Each chapter is structured around an organizingframework that provides a pictorial overview of thechapter’s contents and line of argument.Text that is clear, readable, and focused.

A global perspective, with examples carefully selected fromaround the world.A systematic learning approach, with each chapter having clearlearning objectives, an organizing framework and chaptersummaries in bullet form that condense the core concepts andmessages of each chapter.Opening vignettes and boxed inserts within the chapters aredesigned to capture student interest and provide opportunitiesfor in-class discussions.

Each chapter features an organizational frameworkthat provides a quick overview of the chapter’s coreconcepts, and...

“... ends with a chapter summary in concise bulletpoints...”

Services Marketing: People, Technology, Strategy (9th Edition)

"It is a superbly researched and comprehensive work, witnessed by the extraordinary list ofacknowledgements of contributions by global colleagues. It presents a well-developed managerialand global perspective, organization and inclusive content that makes it the exemplar among servicesmarketing texts that should well serve both professional and advanced academic needs. It is thepremier services marketing source for university marketing faculty, advanced undergraduate andgraduate students, and marketing professionals."

Professor Emeritus Merlin SimpsonPacific Lutheran University

Services Marketing: People, Technology, Strategy (9th Edition)

LUX*: Staging a Service Revolution in a Resort Chain

CASE STUDIESCase 1 Sullivan Ford Auto WorldCase 2 Dr. Beckett’s Dental OfficeCase 3 Digital Luxury Services: Traditions versus

Innovation in Luxury FashionCase 4 Uber’s Unintended BurdensCase 5 Kiwi ExperienceCase 6 Revenue Management at The ViewCase 7 The Accra Beach Hotel: Block Booking of Capacity

During a Peak PeriodCase 8 Aussie Pooch MobileCase 9 Service Robots in the Frontline: How Will Aarion

Bank’s Customers Respond?Case 10 Shouldice Hospital Limited (Abridged)Case 11 Singapore Airlines: Managing Human Resources

for Cost-Effective Service ExcellenceCase 12 National Library Board Singapore: Delivering

Cost-Effective Service Excellence ThroughInnovation and People

Case 13 Menton Bank

Case 14 Starbucks: Delivering Customer ServiceCase 15 Platform versus Pipeline Business Models: Are Airbnb

and Marriot Right to Move into Each Other’s Turf?Case 16 Dr. Mahalee Goes to London: Global Client Management

Case 17 The Royal Dining Membership Program Dilemma

Case 18 What Drives Share of Streaming Video? The Launch ofHBO Max

Case 19

Case 20 Susan Munro, Service CustomerCase 21 Bouleau & Huntley: Cross-Selling Professional

ServicesCase 22 Banyan Tree: Designing and Delivering a Branded

Service ExperienceCase 23 Uber: Competing as Market Leader in the US

versus Being a Distant Second in ChinaCase 24 Jollibee Foods CorporationCase 25 Hotel ImperialCase 26 Giordano: Positioning for International ExpansionCase 27 Revenue Management of Gondolas: Maintaining

the Balance Between Tradition and RevenueCase 28 Red LobsterCase 29 Bossard Asia-Pacific: Can It Make Its CRM

Strategy Work?Case 30 Customer Asset Management at DHL in AsiaCase 31 The Broadstripe Service Guarantee

Case Studies 20–31 are Availablefor Download

https://bit.ly/SM9Supp

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