First Published in 1985. This is a collection of sixteen essays on the marketing of services industries covering such topics as professional services, banks, service firms, insurance services, freight transport, estate agencies, leisure, package holidays, urban public transport, tourism, customer service and also new technology in the industry.
Chapter 1 Marketing is Service Marketing, Gordon Foxall;
Chapter 2 The
Marketing of Professional Services, John Lidstone;
Chapter 3 Strategies for
Managing Demand in Capacity-Constrained Service Organisations, Christopher H.
Lovelock;
Chapter 4 Service Markets: The Effects of Competition Policy and
Consumer Protection, Donald Cowell;
Chapter 5 Prodictivity and Effectiveness
in Service Firms, Keith J. Blois;
Chapter 6 Marketing Bank Services, Barbara
R. Lewis;
Chapter 7 Marketing Insurance Services: The Main Challenges, Simon
Majaro;
Chapter 8 Estate Agency: A Marketing Challenge, John Driver;
Chapter
9 Advertising and the Professions, Stanley Siebert;
Chapter 10 Marketing
Freight Transport: The Need for Customer-orientation, Norman E. Marr;
Chapter
11 Development of the Travelcard Concept in Urban Public Transport, Peter
R. White;
Chapter 12 Local Authorities and the Marketing of Leisure Services,
David Yorke;
Chapter 13 The Marketing of Tourism, Arthur Meidan;
Chapter 14
Marketing Package Holidays, A.J. Burkart;
Chapter 15 The Impact of New
Technology on Services Marketing, Nigel Piercy;
Chapter 16 The Strategy of
Customer Service, Martin Christopher;
Gordon Foxall is a senior lecturer in marketing at Cranfield School of Management.
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