Services Marketing
Integrating Customer Focus Across the Firm

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Services Marketing, in its sixth edition, continues to base itself on the ever-reliable GAPS Model of Service Quality. The book's underlining theme makes the reader understand that a strong customer relationship through quality service is the basis on which the most successful companies thrive. It also has a focus on the Strategic aspect without deviating from the base structure of the text to help the students realize the potential of Service Marketing.


  • New model of service recovery strategies that includes strategies for fixing the customer and fixing the problem
  • Expanded coverage includes service innovation, technology and Internet coverage and B2B services among others
  • Seven new book end cases which include global (United Breaks Guitars, Michelin Fleet Solutions and ISS Iceland) and Indian perspectives
  • Two complete chapters and four comprehensive cases on the Online Companion Website (OLC)
  • 18 Indian Service Strategy Insights (including two for the online chapters)

Height2402 mm
Length1819 mm
Width260 mm
Weight199 g
Language TypePublished
Number Of Pages752
Package Quantity20
Part Number9781259026812
Product GroupBook
Publication Date2017-07-01
PublisherMcGraw Hill Education
StudioMcGraw Hill Education
Sales Rank47090
Legal DisclaimerFresh Copy, Brand New, Unused, Mostly Dispatched same Day, Customer Satisfaction Guarantee

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