The book takes a strongly managerial perspective, yet is rooted in solid academic research. Each of the 15 chapters has been revised and features latest academic research, recent advancements in technology and vivid examples. New chapter summaries in bullet-point format provide a quick overview of each chapter’s core concepts and messages.
Download sample chapters on Managing People for Service Advantage and Managing Relationship & Building Customer Loyalty from https://www.bschool.nus.edu.sg/Departments/Marketing/smflyer.pdf or www.JochenWirtz.com . Feel free to share these chapters with colleagues and friends.