Services Marketing: Integrating Customer Focus Across the Firm

Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers.  The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries.New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service.  The longer cases have been removed from the 7e. View Table of Contents and Features below for more information. 

VALARIE ZEITHAML is Distinguished Professor of Marketing Emerita at the Kenan-Flagler Business School of the University of North Carolina at Chapel Hill. She has devoted her career to researching and teaching service quality and services management. She is the co-author of Delivering Quality Service: Balancing Customer Perceptions and Expectations, now in its 20th printing, and Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy. In 2008, Dr. Zeithaml won the Paul D. Converse Award from the American Marketing Association. The award acknowledges enduring contributions to marketing through one or more journal articles, books, or a body of work. In 2009, she received the American Marketing Association/Irwin/McGraw Hill Distinguished Marketing Educator Award for lifetime leadership in marketing education and extensive contributions to the field of marketing. She also won the 2012 Bullard Research Impact Award in recognition of the broad impact of research on the field, industry, and society, and was appointed an American Marketing Association Lifetime Fellow in 2015. The 2014 List of Thomson Reuters included her in the Worlds Most Influential Scientific Minds, reflecting citation data that identified those scholars who published the highest impact work. MARY JO BITNER is an Emerita Professor of Marketing in the W. P. Carey School of Business, Arizona State University, USA. While at ASU she held the Edward M. Carson Chair in Service Marketing and was the Executive Director of the Center for Services Leadership at ASU. She has contributed over four decades of service research, publishing in leading marketing, service, and management journals and is recognized as one of the pioneers in service research globally. Her primary research foci are customeremployee interactions, technology-delivered service, and customer satisfaction. Dr. Bitner has received a number of awards recognizing her pioneering work in the service discipline including the American Marketing Associations (AMA) SERVSIG recognition for Career Contributions to the Services Discipline Award, an IBM Faculty Award, and ISSIPs inaugural Fellow Award for Lifetime Achievement in Service Science. She is an AMA Fellow and served on the AMAs Board of Trustees. She served four years as the editor-in-chief of the Journal of Service Research. Dr. Bitner was a founder and board member of the global network for Responsible Research in Business and Management (RRBM), a network committed to societal impact and usefulness in business research, where she remains involved. DWAYNE D. GREMLER is professor of Marketing at Bowling Green State University. Dr. Gremler has been teaching Services Marketing courses for almost 30 years and has been identified as having taught more undergraduate classes on this subject during this time than anyone in the United States. He is the recipient of several national teaching awards. In 2015 Dr. Gremler was appointed Distinguished Teaching Prof