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This item has an extended shipping time. The typical delivery time is 6 weeks.

Published: 05 December 2017

604 Pages

9.7 x 7.4 inches

ISBN: 9780199456161

Bookseller Code (06)

Services Marketing

Text and Cases

Second Edition

Vinnie Jauhari and Kirti Dutta

  • Integrates theory with corporate examples and provides rich insights into the dynamics of the services sector.
  • Discusses the practices of Indian and global companies.
  • Explains concepts through examples, exhibits, tables, and case studies.
  • Includes Internet-based exercises which will help students apply the concepts learnt to different business situations.

New to this Edition:

  • Updated exhibits and case studies.
  • New sections on managing e-service and e-service quality, employee engagement in service industry, creating an empowered employee, and customer feedback and service management orientation.
  • Links to important research papers that will introduce students to influential academic contributions in this area.

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