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EAN-139780078112058   EAN-13 barcode 9780078112058
Product NameServices Marketing (6th Edition)
LanguageEnglish
CategoryBook / Magazine / Publication
Short DescriptionHeight:10.59 inches / Length:8.27 inches / Weight:3.01 pounds / Width:1.18 inches
Amazon.comA Buy on Amazon ~ 0078112052
SKU0078112052
Price New139.99 US Dollars    (curriencies)
Price Used96.43 US Dollars    (curriencies)
Width1.2 inches    (convert)
Height10.2 inches    (convert)
Length8.5 inches    (convert)
Weight48.8 ounces    (convert)
AuthorValerie Zeithalm, Mary Jo Bitner, Dwayne Gremler
Page Count672
BindingHardcover
Published03/12/2012
FeaturesUsed Book in Good Condition
Long DescriptionServices Marketing , 6/e, is written for students and businesspeople who recognise the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries. In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers.
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An article of interest

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Google is amazing (and frustrating)

This is just a general comment to those that might be interested in some technical info about our site and how Google interacts with it.

Google is frigging amazing!

Their programmers are very curtious when it comes to their spiders and how they interact with various web sites. Apparently, they are sensative to the load that their spiders place on a web server and do a darn good job when it comes to not overloading a server.

Another major search engine is not quite so nice. If you don't tell them to leave you alone, they will hammer the heck out of your site and potentially bring you to your knees.

Over the past vew days, we have been doing a massive system backup to a couple new off-site backup servers. Normally, this process is pretty quick but because these were new servers they required fully syncronization. Well, I forgot to take into account the drain this could place on our server and I let more than one backup run at a time.

This caused our main server to experience a high load for several days. Google detected this load and backed off its crawling process which was very kind of them. The only bad thing is that when Google backed off, our monitoring process (mostly manual at this point) assumed everything was only slightly higher than normal.

Google may be awesome, but it can be frustrating some times too.

This cool and wonderful feature that Google has in place to prevent overloading a server had an unexpected side affect. Because Google thought our site was super busy (which it was) it reduced the number of people it was referring to the site too. DOH!

As we noticed the visitor count slowly drop we got very confused because the system load was still very high. And we noticed Google wasn't visiting as often as usual and then we saw it... The backup process had overloaded the system. Not to the extreme but enough to make Google think there was a problem. We still actually had plenty of bandwidth for real users just not as much for the bots that visit (which we limit when bandwidth is limited).

Anyway, it was a good learning experience and we are now seeing the referrals climb back up and the Google spider is picking up its pace again too.

We had to force a couple other bots (including that othe big search engine) to play nice because they were trying to take more than their share of our data.

All in all, Google is AWESOME and very powerful. So THANKS GOOGLE for playing nice with others!