Cover Page -- Title Page -- Copyright Page -- Contents -- Part I UNDERLYING THEMES -- 1 Underpinning Concepts of Services Marketing Management -- 2 Evaluation and Measurement of Services -- Part II MANAGING SERVICES -- 3 Services Marketing in Specific Contexts - the For-Profit Sector -- 4 Services Marketing in Specific Contexts - the Not-for-Profit Sector -- 5 Organizational Influences on Services Management -- 6 Management Styles and Emphasis for Services Marketing -- 7 Internal Marketing in Service Organizations -- 8 Management Competencies for Services Marketing -- Part III SERVICE MANAGEMENT ISSUES -- 9 Contemporary Issues in Services Marketing -- 10 Services Marketing Management - What does the Future Hold? -- Index.

Services Marketing and Management provides an in-depth consideration of how services are conceptualized, designed and managed, creating the basis for a clear understanding of the multi-dimensional aspects of services. Unlike many textbooks on services marketing this book puts services management and delivery in context. Firstly, it explores the effect of organizational structures, management styles, internal marketing and management competencies on service management decision making and implementation. Secondly, Services Marketing and Management considers detailed examples of not-for-profit and for-profit service organizations and service delivery. Finally, this text addresses contemporary issues for services managers and speculates on some of the challenges for the future of services marketing. This textbook is designed for postgraduate and MBA students of services management and services marketing courses as well as undergraduates.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2018. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.