In its fourth European edition, this text provides coverage of the foundations of services marketing, placing the distinctive Gaps model at the centre of this approach. This new edition draws on the most recent research, and using up-to-date and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and update material in this edition includes content of robots, chatbots, big data, netnography, the Internet of Things and brand new examples and case studies.
|Place of Publication||London, UK|
|Number of pages||514|
|Publication status||Published - 7 Oct 2020|
- services marketing
- services management
- customer satisfaction