Significantly revised, restructured, and updated to reflect the challenges facing today’s service managers, this text/reader/casebook combines conceptual rigor with practical examples and applications. 

Lovelock and his coauthor, Lauren Wright of California State University, Chico, introduce many enhancements in the second edition of this exciting and attractively presented text.

If a firm is to survive and prosper into the 21st century, says Christopher Lovelock, its top management must find ways to create a "product plus organization." Product plus means knowing how to add value for all stakeholders--not just for customers but also for employees, suppliers, and owners.

Coauthored with Denis Lapert, who teaches at Reims Management School in France, this French-language adaptation of Lovelock and Wirtz’s Services Marketing 5/e has been developed for use in business schools in France and other French-speaking countries. It incorporates the latest thinking on services and includes text, cases, and readings.