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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.
List of contents
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;
About the author
Gordon Foxall is a senior lecturer in marketing at Cranfield School of Management.
