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[Excerpt] Recognizing the need to improve the understanding of the services industry, this chapter provides an overview of services marketing concepts. Because services are inherently multifunctional in nature, operations, marketing, technology, and human issues are intimately connected to each other. Within this context, transportation services play the role of a key enabler, by facilitating the required and necessary movement of goods and people to satisfy the needs of the marketplace (e.g., delivery of mail-order merchandise to homes; mass rapid transport systems in urban areas). Many of the conveniences desired by the citizens of the service/experience economy cannot be fulfilled without the development of an efficient transportation system, and hence transportation and logistics services are growing at a rate faster than the growth of the entire service sector. For example, during the 1990s, while cumulative employment growth in the U.S.A. was 18%, the total service sector employment increased by 22% and transportation services employment increased by 26% (U.S. Bureau of Labor Statistics, 2000). Within the transportation services sector, employment in the trucking and air transportation services increased by 29% and 27%, respectively.


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© Elsevier. Final version published as: Verma, R. (2001). Service marketing. In A. M. Brewer, K. J. Button, & D. A. Hensher (Eds.), Handbook of logistics and supply-chain management (pp. 271-292). Oxford: Pergamon. Reprinted with permission. All rights reserved.