Author, teacher, and consultant, Christopher Lovelock is recognized around the world as a leading authority on service management. Currently an adjunct professor at Yale University and principal of Lovelock Associates, he has worked with clients in many industries, including finance, healthcare, higher education, hospitality, insurance, museums, professional services, telecommunications, and transportation.
Professor Lovelock has taught at the Yale School of Management since 2001. Earlier, his distinguished academic career included 11 years at Harvard Business School; two years as a visiting professor at IMD in Lausanne, Switzerland; and short-term appointments at Berkeley, MIT, and Stanford. He has also been a visiting professor at INSEAD in Fontainebleau, France, and at The University of Queensland in Brisbane, Australia. He is a member of the Scientific Committee of the Reims Management School, France. Widely traveled, he has given seminars in more than 30 countries on six continents, speaks fluent French, and is conversant in Spanish.
Born in the U.K., he graduated from the University of Edinburgh with an MA in economics and a BCom degree. He gained early business experience working in advertising with J. Walter Thompson Co. in London and in corporate planning with Canadian Industries Ltd in Montreal. He then obtained an MBA from Harvard and a PhD from Stanford, where he was also a postdoctoral fellow.
His research and teaching focus on innovating to create service value; applying technology to service design and delivery; understanding and managing customers’ experiences; integrating marketing, operations, and human resources; internationalization of services; and strategies for achieving service leadership. A prolific and award-winning writer, he is author or co-author of numerous books on services, most recently, Services Marketing: People, Technology, Strategy 6/e (Prentice Hall 2007), co-authored with Jochen Wirtz. Christopher’s other books include Product Plus, Marketing Challenges, and Public and Nonprofit Marketing (the latter two with Charles Weinberg). He has also written some 60 articles, and over 100 teaching cases. His work has been translated into 11 languages.
Dr Lovelock serves on the editorial advisory boards of the Cornell Hotel and Restaurant Administration Quarterly, Intl. Journal of Service Industry Management, Journal of Service Research, Managing Service Quality, Marketing Management, and Service Industries Journal. Widely acknowledged as a thought leader in services, he was honored by the American Marketing Association with its prestigious award for Career Contributions in the Services Discipline. In 2005 he won the AMA’s Best Services Article Award for a paper in the Journal of Service Research (co-authored with Evert Gummesson) proposing a new paradigm in services marketing. He has twice been overall winner of the BusinessWeek Award for the European Case of the Year, and has also won a best article award from the Journal of Marketing.
Christopher Lovelock lives on Cape Cod, in Eastham, Massachusetts. His son, Tim, recently obtained his MBA from INSEAD and is working in Paris. His daughter, Liz, is pursuing an MS from the School of Earth Sciences at the University of California—Santa Barbara. Christopher’s interests include hiking, travel, gardening, and photography. Actively involved in community affairs, he extends his professional expertise to public and nonprofit organizations in education, healthcare, environmental conservation, and regional transportation.
