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EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

Author: Alan Wilson

Publisher: McGraw Hill

Published: 2020-10-07

Total Pages: 539

ISBN-13: 1526847817

Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.

Services Marketing

Author: Valarie A. Zeithaml

Publisher: McGraw-Hill

Published: 1996

Total Pages: 700

ISBN-13: 9780071148818

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EBOOK: Services Marketing: Integrating Customer Focus Across the Firm

Author: Alan Wilson

Publisher: McGraw Hill

Published: 2016-01-16

Total Pages: 558

ISBN-13: 0077169328

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European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner

Marketing Research

Author: Alan Wilson

Publisher: Bloomsbury Publishing

Published: 2018-09-18

Total Pages: 402

ISBN-13: 1352001128

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This core textbook provides students with a concise and user-friendly overview of the marketing research process, taking a refreshingly non-technical approach. The goal of this focused text is to equip students with the skills needed to interpret and implement the outcomes of such research to effectuate meaningful change. Keeping digital data and internet research at its heart, Marketing Research details the main stages of the research process, covering both quantitative and qualitative methods and offers a plethora of case studies and examples. Now in its fourth edition, this popular and accessible textbook is ideal for use on marketing research courses at diploma, undergraduate, postgraduate and MBA levels. This book has also been written to support The Market Research Society's Diploma Module: The Principles of Market & Social Research. New to this Edition: - Expanded coverage of qualitative analysis, now with its own dedicated chapter - Fresh material on hot topics such as big data analytics, social media listening and data visualization - Updated content on online surveys, online group discussions and online samples, as well as data protection legislation - Added 'Industry Viewpoint' features setting out the latest thinking from practitioners on important topics - New author video introductions to each chapter and 'Careers in Marketing Research' video suite featuring the advice and experiences of a range of practitioners around the world - New opening cases featuring well-known, international organizations Accompanying online resources for this title can be found at bloomsburyonlineresources.com/marketing-research-4e. These resources are designed to support teaching and learning when using this textbook and are available at no extra cost.

Print Book of Wilson Services Marketing

Author: WILSON

Publisher:

Published: 2020-10

Total Pages:

ISBN-13: 9781526847805

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Driven by Desire

Author: Alan Wilson

Publisher: Veloce Publishing Ltd

Published: 2011-10-15

Total Pages: 162

ISBN-13: 1845843894

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From a five-year-old girl racing 60mph micro-midgets in South Africa, to a Formula One driver in the British Championship during her first full year of racing in the UK, and on to becoming the first and only woman ever to win a Formula One race, Desire Wilson was a winner bested by very few of her male rivals. But single-seater racing was just the start of Desire's ascent in motorsport. She won two FIA World Championship Sports Car Endurance races in 1980, and went on to compete in well over 120 types of race car at more than 100 race tracks around the world. Always competitive, she earned a reputation for an intense, no-nonsense approach to racing, shrugging off the media glamour to focus on the hard grind of staying competitive in one of the world's toughest sporting arenas. Moving to the male-dominated world of North American racing, Desire became a pioneer for women racing in the harsh world of Indy Cars, facing discrimination, financial problems, and other obstacles ranging from tragedy to farce. Her career is unique in the world of racing, encompassing everything from club racing to Formula One and World Championship sports cars, to the evil monsters of the IndyCar World Series - the world's fastest race cars. Hers is a story of hardships, fun, tragedy, perseverance, injury, and the amazing behind-the-scenes world masked by the public face and glamour of racing. It tells, too, of the consequences of politics and discrimination in the male world of professional auto racing.

Data-Driven Marketing Content

Author: Lee Wilson

Publisher: Emerald Publishing Limited

Published: 2019-06-19

Total Pages: 0

ISBN-13: 9781789738186

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This practical content guide empowers businesses to understand, identify and act on big-data opportunities, producing superior business insights for prolific marketing gains.

Nothing to See Here

Author: Kevin Wilson

Publisher: HarperCollins

Published: 2019-10-29

Total Pages: 288

ISBN-13: 0062913484

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A New York Times Bestseller • A Read with Jenna Today Show Book Club Pick! Named a Best Book of the Year by The New York Times Book Review, The Washington Post, People, Entertainment Weekly, USA Today, TIME, The A.V. Club, Buzzfeed, and PopSugar “I can’t believe how good this book is.... It’s wholly original. It’s also perfect.... Wilson writes with such a light touch.... The brilliance of the novel [is] that it distracts you with these weirdo characters and mesmerizing and funny sentences and then hits you in a way you didn’t see coming. You’re laughing so hard you don’t even realize that you’ve suddenly caught fire.” —Taffy Brodesser-Akner, author of Fleishman is in Trouble, New York Times Book Review From the New York Times bestselling author of The Family Fang, a moving and uproarious novel about a woman who finds meaning in her life when she begins caring for two children with a remarkable ability. Lillian and Madison were unlikely roommates and yet inseparable friends at their elite boarding school. But then Lillian had to leave the school unexpectedly in the wake of a scandal and they’ve barely spoken since. Until now, when Lillian gets a letter from Madison pleading for her help. Madison’s twin stepkids are moving in with her family and she wants Lillian to be their caretaker. However, there’s a catch: the twins spontaneously combust when they get agitated, flames igniting from their skin in a startling but beautiful way. Lillian is convinced Madison is pulling her leg, but it’s the truth. Thinking of her dead-end life at home, the life that has consistently disappointed her, Lillian figures she has nothing to lose. Over the course of one humid, demanding summer, Lillian and the twins learn to trust each other—and stay cool—while also staying out of the way of Madison’s buttoned-up politician husband. Surprised by her own ingenuity yet unused to the intense feelings of protectiveness she feels for them, Lillian ultimately begins to accept that she needs these strange children as much as they need her—urgently and fiercely. Couldn’t this be the start of the amazing life she’d always hoped for? With white-hot wit and a big, tender heart, Kevin Wilson has written his best book yet—a most unusual story of parental love.

Why We Are Here

Author: Edward O Wilson

Publisher: National Geographic Books

Published: 2012-10-09

Total Pages: 0

ISBN-13: 0871404702

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From this historic collaboration between a beloved naturalist and a great American photographer emerges a South we’ve never encountered before. Entranced by Edward O. Wilson’s mesmerizing evocation of his Southern childhood in The Naturalist and Anthill, Alex Harris approached the scientist about collaborating on a book about Wilson’s native world of Mobile, Alabama. Perceiving that Mobile was a city small enough to be captured through a lens yet old enough to have experienced a full epic cycle of tragedy and rebirth, the photographer and the naturalist joined forces to capture the rhythms of this storied Alabama Gulf region through a swirling tango of lyrical words and breathtaking images. With Wilson tracing his family’s history from the Civil War through the Depression—when mule-driven wagons still clogged the roads—to Mobile’s racial and environmental struggles to its cultural triumphs today, and with Harris stunningly capturing the mood of a radically transformed city that has adapted to the twenty-first century, the book becomes a universal story, one that tells us where we all come from and why we are here.

Master Content Marketing

Author: Pamela Wilson

Publisher: Big Brand Books

Published: 2016-10-21

Total Pages: 244

ISBN-13: 9780997875447

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Are you afraid to hit publish?Content marketing is how marketing happens today. You know you want to use it, but you're unsure about where to start. You may not feel confident about your writing abilities, either.Master Content Marketing is a step-by-step guide through the content marketing process. Pamela Wilson's 30 years of marketing experience infuse the guidance in the book."Scores of people profess to be content marketing experts. Who can you trust? You can trust Pamela Wilson."