Principles of services marketing (2nd ed)

Covering management of the service counter and recovery from service failure, customer care, and information as a source of competitive advantage, this text is introduced by a discussion of the difference between goods and service marketing.

The overall strategy here is the focus on service industries and HRM, specific to service applications.One case study per chapter is a feature of this edition, and these are taken from newspaper articles written to stress basic principles and to reduce perishability with time.