{"product_id":"services-marketing-integrating-customer-focus-across-the-firm-8th-edition","title":"Services Marketing: Integrating Customer Focus Across the Firm | 8th Edition","description":"\u003cp\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Dwayne D. Gremler\u003c\/p\u003e\u003cp\u003e\u003cb\u003eBrand:\u003c\/b\u003e McGraw-Hill Education\u003c\/p\u003e\u003cp\u003e\u003cb\u003eBinding:\u003c\/b\u003e paperback\u003c\/p\u003e\u003cp\u003e\u003cb\u003eNumber Of Pages:\u003c\/b\u003e 752\u003c\/p\u003e\u003cp\u003e\u003cb\u003eRelease Date:\u003c\/b\u003e 01-01-2026\u003c\/p\u003e\u003cp\u003e\u003cb\u003eDetails:\u003c\/b\u003e About the Book\u003cbr\u003e\n\u003cbr\u003e\nServices Marketing: Integrating Customer Focus Across the Firm is a comprehensive and application-oriented resource designed to help management students and professionals develop effective service strategies for competitive advantage. The book integrates proven frameworks with contemporary themes such as service quality, customer satisfaction, artificial intelligence, and service robotics.\u003cbr\u003e\nThis Special Indian Edition enriches global concepts with Indian business contexts, real-world examples, and case studies, enabling readers to seamlessly connect theory with practice across diverse service industries.\u003cbr\u003e\n\u003cbr\u003e\nKey Features\u003cbr\u003e\nComprehensive coverage of service marketing frameworks and strategic tools Strong focus on customer satisfaction, retention, and service quality Updated insights on artificial intelligence, service robotics, and emerging technologies Practical applications across global and Indian service industries Rich examples from leading organizations such as Swiggy, Zepto, Oberoi Hotels, and HDFC Bank Eight in-depth case studies featuring companies like Zerodha, Nykaa, cult.fit, and ICICI Bank\u003cbr\u003e\n\u003cbr\u003e\nWhat’s New in This Edition\u003cbr\u003e\nNew and updated chapter openers, research references, and contemporary examples across all chapters Expanded coverage of modern business models such as Airbnb and Uber Greater emphasis on technology-driven services including app-based services, the gig economy, and artificial intelligence Updated theories and best practices on customer satisfaction and customer retention Enhanced discussion on Service-Dominant Logic, emphasizing customers as co-creators of value Expanded coverage of Big Data, customer analytics, and data-driven service decision-making Updated strategic service initiatives and B2B service business models A new dedicated chapter on Artificial Intelligence and Service Robotics and its impact on service marketing\u003cbr\u003e\n\u003cbr\u003e\nHighlights of the Special Indian Edition\u003cbr\u003e\nEngaging chapter openers such as Swiggy – Winning through Customer-Centricity and Zepto – Innovations for Rapid Growth Contextual examples from Indian organizations including Oberoi Hotels \u0026amp; Resorts, Zoho, and HDFC Bank Indian Service Strategy Insights featuring organizations such as Urban Company, cult.fit, Tata 1MG, Licious, Practo, Manipal Hospitals, Tata Neu, Ginger Hotels, Vande Bharat Express, Zomato, NPCI, ONDC, Air India (AI.g), IndiGo (6Eskai), and Airtel Eight comprehensive case studies on Asian Paints Beautiful Home Painting Solutions, Akasa Air, Zerodha, SatSure, ICICI Bank, cult.fit, Nykaa, and PolicyBazaar\u003cbr\u003e\n\u003cbr\u003e\nWeb Supplements (Instructor Resources)\u003cbr\u003e\n\u003cbr\u003e\nA wide range of instructor resources is available through McGraw-Hill Connect at connect.mheducation.com, including: PowerPoint Presentations Instructor Manual\u003cbr\u003e\n\u003cbr\u003e\nTable of Contents\u003cbr\u003e\n\u003cbr\u003e\nPART 1: Foundations for Service Marketing\u003cbr\u003e\n1. Introduction to Services\u003cbr\u003e\n2. Conceptual Framework of the Book: The Gaps Model of Service Quality\u003cbr\u003e\nPART 2: Focus on the Customer\u003cbr\u003e\n3. Customer Expectations of Service\u003cbr\u003e\n4. Customer Perceptions of Service\u003cbr\u003e\nPART 3: Understanding Customer Requirements\u003cbr\u003e\n5. Listening to Customers through Research\u003cbr\u003e\n6. Managing Customer Relationships\u003cbr\u003e\n7. Service Recovery\u003cbr\u003e\nPART 4: Aligning Service Design and Standards\u003cbr\u003e\n8. Service Innovation and Design\u003cbr\u003e\n9. Customer-Defined Service Standards\u003cbr\u003e\n10. Physical Evidence and the Servicescape\u003cbr\u003e\nPART 5: Delivering and Performing Service\u003cbr\u003e\n11. Employees’ Roles in Service\u003cbr\u003e\n12. Customers’ Roles in Service\u003cbr\u003e\n13. Managing Demand and Capacity\u003cbr\u003e\nPART 6: Managing Service Promises\u003cbr\u003e\n14. Integrated Service Marketing Communications\u003cbr\u003e\n15. Pricing of Services\u003cbr\u003e\nPART 7: Service Trends: AI, Robotics, and the Bottom Line\u003cbr\u003e\n16. Artificial Intelligence and Robotics in Service\u003cbr\u003e\n17. The Financial and Economic Impact of Service\u003cbr\u003e\nPART 8: Case Studies\u003cbr\u003e\nAsian Paints BHPS: Growing the World’s Largest Painting Service\u003cbr\u003e\nAkasa Air: Navigating India’s Competitive Aviation Landscape\u003cbr\u003e\nZerodha: Growing without Ads\u003cbr\u003e\nSatSure – Value Creation through Decision Intelligence\u003cbr\u003e\nICICI Bank – Leading through Customer Centricity\u003cbr\u003e\ncult.fit: Revolutionizing India’s Fitness Landscape through Phygital Innovation\u003cbr\u003e\nNykaa – Transforming Beauty Retail through Integrated Services Marketing\u003cbr\u003e\nPolicyBazaar: Enabling the Customer Decision Journey\u003c\/p\u003e\u003cp\u003e\u003cb\u003eEAN:\u003c\/b\u003e 9789364449557\u003c\/p\u003e\u003cp\u003e\u003cb\u003ePackage Dimensions:\u003c\/b\u003e 7.9 x 7.1 x 1.6 inches\u003c\/p\u003e\u003cp\u003e\u003cb\u003eLanguages:\u003c\/b\u003e English\u003c\/p\u003e","brand":"McGraw-Hill Education","offers":[{"title":"Default Title","offer_id":51289807618352,"sku":"UDH_9789364449557","price":769.0,"currency_code":"INR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0690\/9968\/4144\/files\/81ZHlW_KmEL.jpg?v=1775404275","url":"https:\/\/www.retailmaharaj.com\/bn\/products\/services-marketing-integrating-customer-focus-across-the-firm-8th-edition","provider":"Retail Maharaj","version":"1.0","type":"link"}