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This text provides a practical approach to the service industry, with a specific focus on the management and marketing elements. It includes pedagogical features such as exercises and mini cases to consolidate learning and make it student friendly and is suitable for students on marketing, business, and hospitality courses.

This revised edition provides a perspective on the management and marketing of services. In particular, service design and productivity are examined as well as more general topics such as the implications for services in the future. It should be suitable for undergraduates or postgraduates studying the management service operations in a marketing orientated environment.

Services Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily digestible approach to the service industry with a specific focus on the management and marketing elements.This new edition has been thoroughly revamped to include pedagogical features such as exercises and mini cases throughout the text to consolidate learning and make it more student friendly. New content has been incorporated to bring the subject matter thoroughly up to date, for example featuring more on the...