Jochen Wirtz Knihy

This comprehensive text provides a managerial overview of services by combining conceptual rigor with practical applications.

Essentials of Services Marketing, 4e, is designed for undergraduate courses and emphasizes the importance of marketing and managing services in today's economy. It introduces key topics, integrating recent academic insights and demonstrating the connections between marketing, operations, IT, and HR in service firms.

TESTIMONIALS “One of the most important books of our times!” – Bernard Marr “An essential reading for anybody who cares about the future of work” – Arianna Huffington “This insightful and practical guidebook is instrumental for success in the Fourth Industrial Revolution” – Klaus Schwab, founder of the World Economic Forum “An insightful exploration of Intelligent Automation” – Dr. Kai-Fu Lee, Author of NYT Bestseller "AI Superpowers" “This field guide is essential reading” – Gartner “Masterful insight, this book is more relevant than ever” – HFS “This book needed to be written” – Forrester ABOUT THE BOOK This is the first reference book on Intelligent Automation (IA), also known as Hyperautomation. It represents a cutting-edge blend of methods and technologies, including machine learning, low-code platforms, and robotic process automation (RPA). The book is designed for everyone—whether you're an experienced practitioner, new to the topic, or simply curious about the future of enterprises and society. Profits from this book will be donated to charities supporting education about new technologies for those in need. ABOUT THE AUTHORS Pascal Bornet is a global expert and pioneer in IA, having led IA practices at McKinsey & Company and Ernst & Young (EY). He is a member of the Forbes Technology Council and was awarded Global Top Voice in Technology 2019. Ian Barkin is Chief Strategy & Marketing Officer at SYKES and a recogniz