Consumers and Services

This approach to service marketing from a consumer perspective integrates information on service consumption from from a variety of sources. It establishes the effect of the characteristics of services upon consumer behavior and presents four detailed case studies of consumer behavior in service industries. THE SERVICE CONSUMER.

Consumers and Services.

Pre-Consumption of Services.

Consuming Services.

Evaluating Services.

THE SERVICE CONSUMER IN CONTEXT.

The Tourism and Travel Consumer.

The Professional Services Consumer.

The Financial Services Consumer.

The Healthcare Consumer.

The Charity Consumer.

CONCLUSION.

Conclusion.

Index.

Mark Gabbott is Professor of Marketing, Head of the Department of Marketing and Deputy Dean, Faculty of Business and Economics at Monash University.

Gillian Hogg is the author of Consumers and Services, published by Wiley.

Increasing attention has been paid in recent years to the marketing of services. This has been prompted by a recognition that services are an increasingly important sector of the economy and that they require a different approach to marketing. Consumers and Services approaches service marketing from a consumer perspective and draws together current understanding of service consumption from both an academic and practitioner point of view. This groundbreaking book is the first serious attempt to look at buyer behaviour in service sector industries and is suitable for graduate and advanced undergraduate students enrolled in consumer behaviour and service marketing courses. This unique book features

• a synthesis of current literature in the areas of consumer behaviour and services marketing
• a number of sectoral case studies which examine buyer behaviour in service industries, i.e., tourism, finance, charities, professional, health and retail
• internationally authored cases from US, Scandinavia, and Europe

"This looks like an interesting book that will fit well into two increasingly popular subject areas."
—Dr E. M. Jacobs, Sheffield University Management School

"It is a much needed contribution in the field of service sector marketing."
—B. R. Lewis