A fresh and comprehensive perspective on current and innovative topics related to consumer preferences, attitudes, perceptions and reactions in service industries. It delves into the impact of contemporary trends and emerging technology, by providing a holistic view on the future of the trends and behaviour within the service sector.

The fourth edition of this book – like those before - is easy to read, very current, and full of references to all the latest research. It contains brand new material on issues surrounding sustainability and AI in the context of customer services.