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  SPECIFICATION
SERVICES MARKETING: AN INTERACTIVE APPROACH 4e (pb) 2014
Author: .
ISBN: 9781285057132
Year: 2014
Publisher: CENGAGE LEARNING AUSTRALIA & NEW ZELAND
Category: MARKETING & SALES/ CUSTOMER CARE
Edition: 4
Format: Paperback
Language: English
 ABOUT THE TITLE
All chapters have been revised and updated.
Material has been rearranged within some chapters to reflect a more logical flow.
Includes up-to-date examples of technology, especially with respect to social media.
Includes updated references, but retains the necessary classics that are considered a primary reference source for given topics.
All opening vignettes have been either fully updated, or are new to this edition.
New and updated Spotlights are featured in every chapter.

About the Author
Raymond P. Fisk (B.S., M.B.A., and Ph.D. from Arizona State University) is Professor and Chair, Department of Marketing at Texas State University-San Marcos. His research focuses on services marketing and service design. He has published in the Journal of Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Service Management, European Journal of Marketing, Service Industries Journal, Journal of Health Care Marketing, and others. His books include: Services Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts, Marketing Theory: Distinguished Contributions, Services Marketing: An Annotated Bibliography, and Interactive Services Marketing, 3rd Ed.

Stephen J. Grove (B.A, M.A, Texas Christian University; Ph.D., Oklahoma State University) is Professor of Marketing at Clemson University. He has published in the Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Services Research, Journal of Public Policy and Marketing, Journal of Advertising, Journal of Advertising Research, Journal of Current Issues and Research in Advertising, Journal of Macromarketing, Journal of Business Research, Journal of Personal Selling and Sales Management, The Service Industries Journal, European Journal of Marketing, Journal of Services Marketing, Managing Service Quality, and others. His books include: Services Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts, and Interactive Services Marketing, 3rd Ed.

Joby John is Professor of Marketing and Dean of the B.I. Moody III College of Business Administration at the University of Louisiana, Lafayette. He earned his B.S. from Birla Institute of Technology and Science, India, his M.B.A. from Madras University, India, and his Ph.D. from Oklahoma State University. He is a former marketing officer at Pfizer (India) and ITC (BAT, India). He has taught or guest lectured in several countries, including Australia, Chile, Colombia, Estonia, Finland, India, Spain, and Sweden. Dr. John's primary teaching, research, and consulting are in the areas of services marketing, customer-focused management, and cross-cultural issues in marketing. Dr. John has published in the European Journal of Marketing, Health Care Management Review, International Marketing Review, Journal of Consumer Marketing, Journal of Health Care Marketing, Journal of Services Marketing, Managing Service Quality, Psychological Reports, The Service Industries Journal and several other academic journals. Dr. John published Services Marketing Self-Portraits: Introspections, Reflections, and Glimpses from the Experts. He is a past Chair of the AMA's Services Marketing Special Interest Group and a past President of the AMA's Boston Chapter. Dr. John has served on the Board of Directors of the Greater Lafayette Chamber of Commerce, and is currently serving on the Board of Trustees of the Lafayette General Medical Center.
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