SERVICES MARKETING: PEOPLE, TECHNOLOGY, STRATEGY, 9TH EDITION

Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media, and case examples. This book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view. WHAT’S NEW IN THIS EDITION? The ninth edition represents a significant revision. Its contents reflect ongoing developments in the service economy, dramatic developments in technology, and new research findings. New Topics, New Research Each of the 15 chapters has been revised. All chapters incorporate new examples and the latest academic research. Key topics have Master Class Videos linked to the respective chapters that are accessible via QR codes. New applications of technology are integrated throughout the text, ranging from service robots, artificial intelligence (AI), and intelligent automation (IA), to peer-to-peer sharing platforms and digital business models. and more.