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Services Marketing
by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler
from McGraw Hill Higher Education
Customer Reviews:
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Avg. Customer Rating: 4.5 / 5.0 
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It's a textbook 
OK, so it's a text book, but the examples are current and not silly. This means a lot. There are some text books that are as outdated as the subject matter. This one is current and has useful information you can apply to every day work.
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Solid Introduction for E-Marketing
For online marketing, this book is one of the better ones on the bookshelf. The case studies are excellent and engaging, although the rest of the book was lengthy and difficult to read and retain over the course of a semester. This book, like most textbooks, could sacrifice some of its content for the sake of brevity.
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Great Book 
As a former student of Dr. Bitner, her course and this book made up the foundation that the Services Marketing and Management MBA program at Arizona State Uni. built from. It's an extensive review of how customers are the most important part to a service oriented business, and to neglect them at any touch point is a service failure.
This book will outline the process by which any company, be it real or virtual, can develop world class service.
This book and the SMM program at Arizona State University... more info
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Great!
The book is very clear in the format and structure. It talks about the solutions of the problems arising in service marketing step by step. It first describes what service is and the increasing importance of service. Then, it puts much emphasis on people, the very important marketing mix in service. It focuses on customers: how customers perceive and expect service. Next, it focuses on providers: how companies know what customers expect; how they select the right service designs and standards; how they... more info
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