Valarie A. Zeithaml

　　Zeithaml/Bitner/Gremler, 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.

　　1.Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries.

　　2.New chapter on "Artificial Intelligence and Service Robotics" and the implications for service marketing.

　　3.New research references and examples in every chapter of new business models such as Airbnb and Uber along with greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service.

　　4.McGraw Hill’s Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting critical thinking and application skills development.

作者簡介

Valarie A. Zeithaml

　　現職：University of North Carolina at Chapel Hill

Mary Jo Bitner

　　現職：Arizona State University

Dwayne D. Gremler

　　現職：Bowling Green State University

Martin Mende

　　現職：Florida State University