Services marketing

Posted on: April 5, 2009

I have just finished writing a review of the book “Services Marketing” by Steve Baron, Kim Harris and Toni Hilton and I must say that it is so good to review a book that combines the academic rigour needed by those who have to teach marketing with the practical advice required by those who are busy practitioners looking to deliver real value to their organisations.

It is also encouraging to see, so clearly presented, the links between relationship marketing – a critical component of the work of marketers in the professions – with service marketing systems (where marketing, operations and human resources come together) and the service-profit chain (where service quality, employee satisfaction, retention and productivity are linked to organisational growth and profitability).

The full review will be published shortly in Professional Marketing magazine.

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