Services Marketing, 5e: Integrating Customer Service Across the Firm

European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. Successful businesses recognize that the development of strong customer relationships through quality service (and services), as well as implementing service strategies for competitive advantage are key to their success.
In its fifth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the centre of this approach. The new edition includes a brand-new chapter on AI and robotics in services as well as fully updated real-world and topical examples. The book focuses on the development of customer relationships through quality service, outlining the core concepts and theories in services marketing today.


Key features:
•NEW chapter on Artificial Intelligence in Service Encounters.
•NEW case studies exploring some of the latest services marketing debates on topics such as how technology is changing servicescapes, what social and environmental responsibilities brands have, and key challenges companies will be facing in the future.
•All Opening Examples and Service Spotlights revised or replaced with new and up to date content, covering specifically European and internationally recognisable brands, including Amazon, Emirates IKEA, LEGO, Nespresso, and Zalando.
•Pedagogy updates to reflect latest trends and market influences such as AI, Robotics and Sustainability.
•New videos, case studies, question banks, and teaching materials for the new AI chapter are available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.


Alan Wilson is Emeritus Professor of Marketing and was previous Head of the Marketing Department within the University of Strathclyde Business School. Before joining the university, he was a senior consultant and executive trainer within the services division of a London-based marketing consultancy. He specializes in the marketing of services and has a PhD in the subject.

Alan Wilson is Professor of Marketing and Head of the Marketing Department within the University of Strathclyde Business School. He specializes in the marketing of services, has a PhD in the subject, and has been invited to deliver lectures and seminars on both services marketing and marketing research in a variety of countries throughout the world, to both student and executive audiences.

VALARIE ZEITHAML is Distinguished Professor of Marketing Emérita at the Kenan-Flagler Business School of the University of North Carolina at Chapel Hill. She has devoted her career to researching and teaching service quality and services management. She is the co-author of Delivering Quality Service: Balancing Customer Perceptions and Expectations, now in its 20th printing, and Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy. In 2008, Dr. Zeithaml won the Paul D. Converse Award from the American Marketing Association. The award acknowledges enduring contributions to marketing through one or more journal articles, books, or a body of work. In 2009, she received the American Marketing Association/Irwin/McGraw Hill Distinguished Marketing Educator Award for lifetime leadership in marketing education and extensive contributions to the field of marketing. She also won the 2012 Bullard Research Impact Award in recognition of the broad impact of research on the field, industry, and society, and was appointed an American Marketing Association Lifetime Fellow in 2015. The 2014 List of Thomson Reuters included her in the “World's Most Influential Scientific Minds." reflecting citation data that identified those scholars who published the highest impact work.

MARY JO BITNER is an Emérita Professor of Marketing in the W. P. Carey School of Business. Arizona State University. USA. While at ASU she held the Edward M. Carson Chair in Service Marketing and was the Executive Director of the Center for Services Leadership at ASU. She has contributed over four decades of service research, publishing in leading marketing, service, and management journals and is recognized as one of the pioneers in service research globally. Her primary research foci arc customer―employee interactions, technology-delivered service, and customer satisfaction. Dr. Bitner has received a number of awards recognizing her pioneering work in the service discipline including the American Marketing Association’s (AMA) SERVSIG recognition for Career Contributions to the Services Discipline Award, an IBM Faculty Award, and ISSIP's inaugural Fellow Award for Lifetime Achievement in Service Science. She is an AMA Fellow and served on the AMA's Board of Trustees. She served four years as the editor-in-chief of the Journal of Service Research. Dr. Bitner was a founder and board member of the global network for Responsible Research in Business and Management (RRBM), a network committed to societal impact and usefulness in business research, where she remains involved.




DWAYNE D. GREMLER is professor of Marketing at Bowling Green State University. Dr. Gremler has been teaching Services Marketing courses for almost 30 years and has been identified as having taught more undergraduate classes on this subject during this time than anyone in the United States. He is the recipient of several national teaching awards. In 2015 Dr. Gremler was appointed Distinguished Teaching Professor by the Bowling Green State University Board of Trustees and in 2022 was also appointed as Distinguished Research Professor. Dr. Gremler has been invited to conduct seminars and present research in more than a dozen countries. He has published over 100 peer-reviewed journal articles, conference papers, and book chapters and has received 16 awards for his research. He has served as an Associate Editor for the Journal of Service Research for nearly a decade and as chair of the American Marketing Association’s Services Marketing Special Interest Group. Dr. Gremler is a former Fulbright Scholar, having received a grant from the U.S. government to teach at the University of Maastricht, Netherlands, in spring 2006. In 2014 he received the Christopher Lovelock Career Contributions Award from the AMA’s SERVSIG.

MARTIN MENDE is Professor of Marketing and Jim Moran Professor of Business Administration at Florida State University. His research focuses on services marketing, consumer-based strategy, and transformative consumer research, and has appeared in the Journal of Marketing Research, Journal of the Academy of Marketing Science, Journal of Consumer Psychology, Journal of Service Research, Journal of Public Policy & Marketing, Journal of Retailing, and other leading scholarly journals. Martin serves in various leadership roles in the academy, such as Associate / Area / Guest Editor for the Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Public Policy & Marketing, and the Journal of Retailing; he also serves on multiple Editorial Review Boards (e.g., Journal of Marketing, Journal of Marketing Research, Journal of Consumer Psychology). Martin was recognized by the American Marketing Association as the “2017 Emerging Scholar” for both SERVSIG, as well as the Marketing and Society SIG. His research has been recognized globally with various awards, including the AMA-EBSCO-RRBM Award for Responsible Marketing Research. At FSU, Martin has been recognized with college-wide and university-wide teaching awards.