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New publication: Winning in Service markets

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Running or working for an organisation or company in the service sector? There’s a new book for you. 

Professor Jochen Wirtz, National University of Singapore (NUS) Business School’s Vice Dean (Graduate Studies) and Professor of Marketing, has adapted his globally leading textbook – “Services Marketing: People, Technology, Strategy (8th edition)” for industry practitioners.  The new publication “Winning in Service Markets” provides coverage of academic research and implications for best-practice service management and marketing across multiple services sector industries.

The publication summarises the key to winning in service markets by cultivating a shared service climate, culture and leadership as:

  • Understanding the power of design and packages of “intangible” benefits and products for employees;
  • Investing in high quality service operations and customer information management processes;
  • Grooming a pool of motivated and competent front-line employees;
  • Building and maintaining a loyal and profitable customer base; and
  • Developing and implementing a coherent service strategy to transform assets into improved business performance.

Prof Wirtz shares: “Consumers today are more knowledgeable and sophisticated than ever before. Service organisations need to keep up by creating memorable customer service experiences in order to build brand loyalty. Through this book, I hope to help transform the service sector into one that creates value for both customers and employees whilst balancing profitability and growth.”

Prof Wirtz is recognised globally for his excellence in teaching and research with over 40 awards. He holds a Ph.D. in services marketing from the London Business School and his research has been published in some 100 academic journal articles and 130 conference presentations. He has published over 10 books and is an active management consultant in the areas of strategy, business development and customer feedback systems.

“Winning in Service Markets” is published by World Scientific Publishing and is available for purchase on Amazon and leading book stores. Key chapters are also available as stand-alone publications in e-book and paperback.

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