The second edition of Services Marketing: Text and Cases takes a leap forward to develop a strategic perspective to the service marketing framework. Extensively revised and restructured, this edition includes five additional chapters aimed at widening the reader's horizons for a richer learning experience. The book begins with an initiation into the field of services and then develops an appreciation of the service marketing system. The focus is then directed at service strategy and the creation of sustainable differentiation. The book finally looks at the management of operational issues such as quality, demand matching, recovery and empowerment.Maruti Suzuki: this company makes a range of cars such as M 800, Swift, Ritz, SX4 and Omni. All these cars are manufactured in Maruti plant in Gargaon and Mnaesar in Haryana butare transportedtomarkets alloverIndiaandsome marketsanbsp;...
|Title||:||Services Marketing: Text and Cases|
|Author||:||Harsh V. Verma|
|Publisher||:||Pearson Education India -|