Service Management and Marketing Principles

Competing in the Service Economy

Jay Kandampully, David J. Solnet (University of Queensland, Australia)

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English

Routledge India
07 June 2024

Sales & marketing management; Sales & marketing; Service industries

This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences. This book introduces readers to a range of interrelated topics and the application of service management and marketing theories which are fundamentally critical to the success of all enterprises seeking competitive advantage through enhanced customer experience.

This book analyses management and marketing challenges in the service and experience economy and provides insights into how marketers and managers can strike a balance between supply, demand, price, and quality and leverage technology for operational efficiency and to better manage customer service and expectations. Through the coverage of critical foundational topics, from how value is created; the evolution of global economies from goods, services to experiences; foundations of customer-centric management; managing service workers; integrating human touch with high-tech service; and many others, the authors provide a holistic understanding of management in a complex, globally interconnected world.

This book will be useful for students, researchers, and instructors of business management, marketing, commerce, and economics. It will also be of interest to professionals working in healthcare, retail, financial services, government hospitality, leisure, tourism, and other services.

By: Jay Kandampully, David J. Solnet (University of Queensland, Australia)
Imprint: Routledge India
Country of Publication: United Kingdom
Dimensions: Height: 234mm, Width: 156mm,
Weight: 460g
ISBN: 9781032749655
ISBN 10: 1032749652
Pages: 234
Publication Date: 07 June 2024
Audience: College/higher education , Primary
Format: Paperback
Publisher's Status: Active

Acknowledgements. Introduction 1. The Service Economy 2. Management and Marketing Challenges in the Service Economy 3. Management Implications for Service Supply and Demand 4. Understanding Service Quality 5. Customer Centricity in Practice 6. Translating Service Vision to Action 7. Managing Customer Experience and Service Failures 8. Crafting a Culture for Service Excellence 9. Leveraging Technology 10. Fostering Service Innovation. Index.

Jay Kandampully is Professor of Service Management and Hospitality in the Department of Human Sciences at the Ohio State University, USA. David J. Solnet is Professor of Service Management and Service Work at University of Queensland, Business School, Australia.