Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing. They argue that superior service cannot be manufactured in a factory, packaged, and delivered intact to customers. Though an innovative service concept may give a company an initial edge, superior quality is vital to sustaining success. Berry and Parasuraman show that inspired leadership, a customer-minded corporate culture, an excellent service-system design, and effective use of technology and information are crucial to superior service quality and services marketing. When a company's service is excellent, customers are more likely to perceive value in transactions, spread favorable word-of-mouth impressions, and respond positively to employee-cross-selling efforts. The authors point out that a service company that does relatively little pre-sales marketing but is truly dedicated to delivering excellent quality service will have greater marketing effectiveness, higher customer retention, and more sales to existing customers than a company that emphasizes pre-sale marketing but falls short during actual service delivery. The focus of any company, they insist, must be customer satisfaction through integration of service quality throughout the entire system. Filled with examples, stories, and insights from senior executives, Berry and Parasuraman's new framework for effective marketing services contains the key to high-performance services marketing.

Price: $11.99 USD

General Marketing & Sales : Marketing Your Consulting and Professional Services, 3rd Edition

Price: $45.00 USD

Delve into the world of Services Marketing from a European perspective.

Price: $46.95 USD

Professional services are estimated to be worth up to $700 billion worldwide, but as the market matures there is an urgent need for new marketing thinking for global players or small businesses alike. This book applies the core principles of strategic marketing to professional services for the first time, in an approach that is at once accessible and compelling.

Price: $55.00 USD

Services Marketing and Management covers the core topics of services management in a concise and informative manner. The text: - provides an overview of the characteristics and underlying principles of delivering services in today's marketplace - places these underlying issues in the context of organisational frameworks and activities - discusses different services contexts including financial services, tourism, charities and museums.

Price: $58.95 USD

This fully revised and updated edition of "Marketing and Selling Professional Services" addresses how to approach marketing and selling in such a sector: how to view the necessity for it, create a marketing culture to cope with it and then follow through with professional personal selling.

Price: $60.76 USD

Service sector research has focused on employee-customer interfaces (or customer-employee interfaces) since the 1970s. Moving beyond the 4Ps of marketing, emerging perspectives in the 1980s (Booms & Bitner 1981; Grove & Fisk 1983) placed special emphasis on people and their interactions.

Price: $110.00 USD

This is an insightful analysis of the most challenging marketing concept of the decade - relationship marketing.

Price: $115.00 USD

General Marketing & Sales : Services Marketing

Price: $132.95 USD

Strategic Marketing : The Marketing of Technology Intensive Products and Services

Price: $160.00 USD