Services Marketing in a Changing Environment

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Services Marketing in a Changing Environment was edited by Thomas M. Bloch, Gregory D. Upah, and Valarie A. Zeithaml. Bloch, Upal, and Zeithaml present papers that discuss the challenges and solutions in the field of service marketing stated by topmost executives in the leading service industries in the 1980s. They also present competitive papers from the 1980s about the varied disciplines in the field of service marketing, such as consumer behavior, marketing theory, and marketing research.

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Book Information

Pages: 144
Published: 1985
New Copyright: 2012
ISBN: 9781613113134
Categories:, , ,
Authors:, ,

Author information


Gregory D. Upah Gregory D. Upah

Dr. Gregory D. Upah was Professor of Marketing at Virginia Polytechnic Institute and State University in the 1970s and 1980s. He also co-edited several works in the field of marketing, such as the proceeding Services Marketing in a Changing Environment.


Thomas M. Bloch Thomas M. Bloch

Thomas M. Bloch served as President of the Youth Service Alliance of Greater Kansas City since July 1999. Mr. Bloch served as President and Chief Executive Officer of H&R Block Inc. He served as Vice Chairman of University Academy, Kansas City, Missouri, since January 2000 and as an educator with University Academy since August 2000. He served as an educator with St. Francis Xavier School from October 1995 to August 2000. He serves as a Director of Greater Kansas City Community Foundation. He served as Director of H&R Block Inc. from 2000 to September 30, 2010. He served as Director of Midwest Research Institute Inc. Mr. Bloch is Member of Business Mens Assurance Company of America.


Valarie Zeithaml Valarie Zeithaml

Dr. Valarie Zeithaml is the David S. Van Pelt Family Distinguished Professor of Marketing at the Kenan-Flagler Business School at the University of North Carolina and an award-winning teacher and researcher. She has researched customer expectations in more than 40 industries. She also has consulted with service and product companies, including IBM, Kaiser Permanente, GE, Caterpillar, John Hancock Financial Services, Aetna, AT&T, Sears, Metropolitan Life Insurance, Bank of America, Chase Manhattan Bank, Allstate, BellSouth, and Procter and Gamble.

Professor Zeithaml received the 2009 AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award and the 2008 Paul Converse Award, both granted for significant lifetime contributions to the marketing discipline. In each case, she was the first female to receive the awards. She has also received research awards from most marketing journals.

Dr. Zeithaml and her co-authors also won the prestigious, inaugural Berry-American Marketing Association Book Prize for their book, Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy. She also co-authored the best-selling Delivering Quality Service: Balancing Customer Perceptions and Expectations and the textbook, Services Marketing.

Dr. Zeithaml is the former associate dean of the MBA Program, former senior associate dean for academic affairs and former chair of marketing at UNC Kenan-Flagler. Professor Zeithaml received her DBA and MBA from the University of Maryland and her BA from Gettysburg College.

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