Just finalized! The 9th edition of the best-selling text Services Marketing: People, Technology, Strategy will be available on Amazon next month. The attached file gives a sneak preview of the pictorial summaries of its 15 chapters and the new research that has been integrated since the last edition (see endnotes at each chapter). New topics that were […]
Master Class: How to Improve a Service Culture Fast. This 30 min video discusses 4 learnings many firms get wrong when they want to improve their service culture, and it describes the 4 thrusts of a “service revolution” to rapidly improve a service culture, including (1) Service Leadership, and Vision, Purpose & Values, (2) Service […]
