--- product_id: 39006934 title: "SERVICES MARKETING: PEOPLE, TECHNOLOGY, STRATEGY (EIGHTH EDITION)" brand: "jochen wirtz, christopher lovelock" price: "SAR 369" currency: SAR in_stock: true reviews_count: 13 url: https://www.desertcart.com.sa/products/39006934-services-marketing-people-technology-strategy-eighth-edition store_origin: SA region: Saudi Arabia --- # SERVICES MARKETING: PEOPLE, TECHNOLOGY, STRATEGY (EIGHTH EDITION) **Brand:** jochen wirtz, christopher lovelock **Price:** SAR 369 **Availability:** ✅ In Stock ## Quick Answers - **What is this?** SERVICES MARKETING: PEOPLE, TECHNOLOGY, STRATEGY (EIGHTH EDITION) by jochen wirtz, christopher lovelock - **How much does it cost?** SAR 369 with free shipping - **Is it available?** Yes, in stock and ready to ship - **Where can I buy it?** [www.desertcart.com.sa](https://www.desertcart.com.sa/products/39006934-services-marketing-people-technology-strategy-eighth-edition) ## Best For - jochen wirtz, christopher lovelock enthusiasts ## Why This Product - Trusted jochen wirtz, christopher lovelock brand quality - Free international shipping included - Worldwide delivery with tracking - 15-day hassle-free returns ## Description Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples. This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing. Contents: About the Authors; About the Contributors of the Case Studies; Preface; Acknowledgements; List of Case Studies; Case 1 Sullivan Ford Auto World; Case 2 Dr. Beckett's Dental Office; Case 3 Bouleau & Huntley: Cross-selling Professional Services; Case 4 Uber: Competing as Market Leader in the US versus Being a Distant Second in China; Case 5 Banyan Tree: Designing and Delivering a Branded Service Experience; Case 6 Kiwi Experience; Case 7 The Accra Beach Hotel: Block Booking of Capacity during a Peak Period; Case 8 Aussie Pooch Mobile; Case 9 Shouldice Hospital Limited (Abridged); Case 10 Delwarca Software Remote Support Unit; Case 11 Red Lobster; Case 12 Raleigh & Rosse: Measure to Motivate Exceptional Service; Case 13 Singapore Airlines: Managing Human Resources for Cost-effective Service Excellence; Case 14 Dr. Mahalee Goes to London: Global Client Management; Case 15 Royal Dining Membership Program Dilemma; Case 16 Starbucks: Delivering Customer Service; Case 17 LUX*: Staging a Service Revolution in a Resort Chain; Case 18 KidZania: Shaping a Strategic Service Vision for the Future; Case 19 Susan Munro, Service Customer; Case 20 Jollibee Foods Corporation; Case 21 Hotel Imperial; Case 22 Giordano: Positioning for International Expansion; Case 23 Revenue Management of Gondolas: Maintaining the Balance Between Tradition and Revenue; Case 24 Revenue Management at Prego Italian Restaurant; Case 25 Managing Word-of-Mouth: The Referral Incentive Program That Backfired; Case 26 National Library Board Singapore: World-Class Service through Innovation and People Centricity; Case 27 TLContact: CarePages Service; Case 28 Massachusetts Audubon Society; Case 29 Menton Bank; Case 30 Bossard Asia-Pacific: Can It Make Its CRM Strategy Work?; Case 31 Customer Asset Management at DHL in Asia; Case 32 The Broadstripe Service Guarantee; Glossary; Name Index; Subject Index; Readership: Primary market — University students taking the Services Marketing course, generally compulsory for Business and Marketing students, as well as MBA and EMBA students; Secondary market — marketing professionals and practitioners. Supplementary Material Resources: Resources are also available to instructors who adopt this textbook for their courses. These include: Instructor's Manual and Case Teaching Notes; Powerpoint Desks ; Test Bank; Online Case Studies; Teaching Notes & Slides; ## Technical Specifications | Specification | Value | |---------------|-------| | Dimensions | 8.5 x 0.9 x 10.8 inches | | Edition | 8th Edition | | Isbn 10 | 1944659013 | | Isbn 13 | 978-1944659011 | | Item Weight | 3.45 pounds | | Language | English | | Print Length | 800 pages | | Publication Date | April 11, 2016 | | Publisher | World Scientific Publishing Company | ## Images ![SERVICES MARKETING: PEOPLE, TECHNOLOGY, STRATEGY (EIGHTH EDITION) - Image 1](https://m.media-amazon.com/images/I/81Uyb2jsQ1L.jpg) ## Available Options This product comes in different **Format** options. ## Customer Reviews ### ⭐⭐⭐⭐⭐ The Best Services Marketing Book Out There--and 2016 Current to Boot! *by on Reviewed in the United States August 26, 2016* Personally, I think this is the best services marketing book out there. The 2016 edition is particularly excellent because so much has changed in the services landscape between now and any of the earlier published books by any authors. I think services marketing is in the tier of digital/social media marketing in its need to be taught with texts and readings absolutely current and timely. Additionally, I see almost everything as a service exchange--and this book does a wonderful job of delineating traditional service industries, incorporating and explaining ones newly perceived as services (e.g. software as a service), it melds some tenets of service dominant logic with a classic view, and it lays out the modern landscape of services. It gets into deep theoretical concepts without jargon. The author of this edition and his late co-author (Lovelace) of the former editions are well-cited scholars in the services marketing field. Lovelace's groundwork from the earlier editions is still here in Wirtz's updated edition. Their theoretical conceptualizations are given in a down-to-Earth manner, along with examples of theoretical advances from many other scholars. At the same time the text clearly shows how these insights can be incorporated into a managerial toolkit for real change in a service culture top-down and bottom-up. I am excited to impart this view of services marketing to the next generation of MBAs. This edition is with World Scientific Publishers. In an agreement with the author, they agreed to a low price for the US of the Kindle version and also the softcover is available at a price that is much lower than that of other text books. As marketers we realize that low price can influence quality perception. In this case it should influence SERVICE perception. The text is excellent, by leading minds in the services field, there are cases galore, it's great reading, and a full suite of instructor resources is available. It's written in a manner that allows each chapter to stand alone, so a course can be taught in order of the concepts you choose. I used this book to learn services marketing in the first place, and now I'm using it as a professor to teach it. I recommend it enthusiastically. I did not receive remuneration of any kind for this review, nor for adopting the text. I bought the text myself for myself and value it highly. As a final note, this book in Kindle and soft cover is a wonderfully low price point for students. That is a great example of a services marketing move by the publishers and author from my standpoint as a professor. Students who have a good textbook from which to read make class much better, and many more students buy the book when it's affordable. Also, considering my class is a service to my students in the new services landscape way of thinking of higher education, it's win-win services marketing all around. I find this a great object lesson. As an addendum, the author and publishing staff are available by email and very responsive. Excellent textbook and service experience all around. I recommend this highly as both a student and professor of services marketing. ### ⭐⭐⭐⭐⭐ An essential tool for small business owners like me to grow their business profitably *by on Reviewed in the United States September 7, 2016* This practical guide by Jochen Wirtz gives me the specific advice and tools I need to build my business profitably. I receive so many quick fix marketing and advertising offers from businesses who say they can help me build my business, but none of them explain the simple truth this guide does. The simple truth I’ve learned from this book is that marketing or advertising campaigns won’t work unless I get the basics right. The basics that are clearly explained in detail in this book. I find the examples of how successful companies have used this guide really useful too as I can picture how I can incorporate what they’ve done into my business. I find the best approach for me to apply this strategy to my business is to read a section each week (or two), rather than reading straight through in one session, and then applying what I’ve learned in that week. This way I find that I am able to make step-by-step manageable changes while I build my business. ### ⭐⭐⭐⭐⭐ Great book *by on Reviewed in the United States October 8, 2018* This new edition is updated, very well written, easy to understad but at the same time deep enough for a mor serius learning. ## Frequently Bought Together - SERVICES MARKETING: PEOPLE, TECHNOLOGY, STRATEGY (EIGHTH EDITION) - Cases in Health Care Marketing --- ## Why Shop on Desertcart? - 🛒 **Trusted by 1.3+ Million Shoppers** — Serving international shoppers since 2016 - 🌍 **Shop Globally** — Access 737+ million products across 21 categories - 💰 **No Hidden Fees** — All customs, duties, and taxes included in the price - 🔄 **15-Day Free Returns** — Hassle-free returns (30 days for PRO members) - 🔒 **Secure Payments** — Trusted payment options with buyer protection - ⭐ **TrustPilot Rated 4.5/5** — Based on 8,000+ happy customer reviews **Shop now:** [https://www.desertcart.com.sa/products/39006934-services-marketing-people-technology-strategy-eighth-edition](https://www.desertcart.com.sa/products/39006934-services-marketing-people-technology-strategy-eighth-edition) --- *Product available on Desertcart Saudi Arabia* *Store origin: SA* *Last updated: 2026-06-08*