The new 9th edition of the best-selling text Services Marketing: People, Technology, Strategy by Jochen Wirtz and Christopher Lovelock has been published. In addition to adding key articles from the service community across all chapters, newly introduced topics include (1) service robots, AI, and intelligent automation, (2) P2P platforms and digital platform services, and (3) cost-effective service excellence. Pictorial overviews of all 15 chapters, bullet point chapter summaries, and the new research that was integrated (see endnotes at each chapter) can be downloaded from ResearchGate –https://www.researchgate.net/publication/348960657_Services_Marketing_People_Technology_Strategy_9th_edition.
The 9th edition has hyperlinked/QR Code-linked videos for key topics. These videos can be streamed from YouTube (https://www.youtube.com/c/ProfessorJochenWirtz) or downloaded from the instructor resources website.
If you teach service topics and would like to download the videos and/or receive a desk review copy of the new edition, email Jochen at jochen@nus.edu.sg. He’d love to hear from you.
If you teach Services Marketing, Service Management or other service topics and would like a desk review copy, email me at jochen@nus.edu.sg. I’d be happy to get an ebook or hard cover copy to you.
I have finished reading the book Services Marketing. People Technology Strategy (the ninth edition). I am really amazed with its educational potential and design. The book is detailed and very practical guide on managing services marketing, which offers an international perspective. But it is only one of its advantages.
The text is very well structured. The first five parts contain 15 chapters. Each chapter is divided into very numerous paragraphs focusing on a particular topic. I have a feeling that this edition leaves no gaps in narration on the problem undertaken, covering each service marketing aspect in detail. In spite of the wide range of topics covered, the reader will not get lost trying to understand the relations between so many themes. The numerous figures show the connections between them and explain the narration logic. Part number six offers 19 case studies with study questions to be discussed. Each case is supported with information on online supplementary materials and student exercise instruction.
The book is of high educational value. Each chapter starts with learning objectives and introductory paragraph. The pieces of text within the paragraphs are designed to deliver knowledge aimed at meeting learning objective. Chapter ends with conclusion and summary addressing each of learning objective. Moreover Review Questions and Application Exercises are offered. The readers may also see videos authored by professor Jochen Wirtz by using the link to YouTube. They refer to the topics discussed in the text. I have never seen the textbook so well designed for teaching and learning purposes.
The book is pleasant to read. The reader will not be confused as the narration is clear and logical. Moreover the story is delivered by adding tables, descriptions of examples, many eye catching photographs and funny cartoons (including authored by Randy Glasbergen).
The book should be of interest for academic lecturers and their students, but also managing staff of service companies as well managers of manufacturing companies practicing servitization or planning to include services in the value proposition to support customers in their value creation.
Thank you, Jolanta, the points you highlight are exactly what we focused on and wanted to achieve with this new edition.