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The present volume of essays examines the extent to which the end of marketing is nigh. The authors explore the present state of marketing scholarship and put forward a variety of visions of marketing in the twenty first century. Ranging from narratology to feminism, these suggestions are always enlightening, often provocative and occasionally outrageous. Maketing Apocalypse is required reading for anyone interested in the future of marketing.
Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. Her focus is on the service blueprint: Originally a tool for the design and optimization of the service operator’s internal process, it is now extended taking into account the customer process aspect. She presents significant implications for services research and helpful suggestions for business practice.