SERVICES MARKETING: PEOPLE, TECHNOLOGY, STRATEGY (EIGHTH EDITION) - Softcover

Professor Wirtz s research focuses on service marketing and has been published in over 200 academic articles, book chapters and industry reports. He is an author or co-author of more than 10 books, including Services Marketing: People, Technology, Strategy (World Scientific, 8 h edition, 2016), co-authored with Professor Lovelock, which has become one of the world s leading services marketing textbook, translated and adapted for more than 26 countries and regions, and with sales of some 800,000 copies. His other books include Flying High in a Competitive Industry: Secrets of the World s Leading Airline (McGraw Hill, 2009), Essentials of Services Marketing (Prentice Hall, 3r edition, 2016), and Winning in Service Markets: Success Through People, Technology and Strategy(World Scientific, 2016).

He serves on the editorial review boards of more than 10 academic journals, including the Journal of Service Management, Journal of Service Research, Journal of Service Science and Cornell Hospitality Quarterly, and is also an ad-hoc reviewer for the Journal of Consumer Research and Journal of Marketing.

The late Christopher Lovelock was one of the pioneers of services marketing. He consulted and gave seminars and workshops for managers all around the world, with a particular focus on strategic planning in services and managing the customer experience. From 2001 to 2008, he had been an adjunct professor at the Yale School of Management, where he taught services marketing in the MBA program. His distinguished academic career included 11 years on the faculty of the Harvard Business School, and two years as a visiting professor at IMD in Switzerland. He has also held faculty appointments at Berkeley, Stanford, and the Sloan School at MIT, as well as visiting professorships at INSEAD in France and the University of Queensland in Australia.

Author or co-author of more than 60 articles, 100 teaching cases, and 27 books, Professor Lovelock has seen his works translated into 16 languages. He served on the editorial review boards of the Journal of Service Management, Journal of Service Research, Service Industries Journal, Cornell Hospitality Quarterly, and Marketing Management, and was also an ad-hoc reviewer for the Journal of Marketing.

Widely acknowledged as a thought leader in services, Professor Lovelock has been honored by the American Marketing Association s prestigious Award for Career Contributions in the Services Discipline. This award has been renamed the SERVSIG Christopher Lovelock Career Contribution Award in his honor.