Published in Lovelock, Services Marketing 4/E

Euro Disney: An American in Paris
Museum of Fine Arts, Boston {© J. Paul Getty Foundation}
Sullivan's Auto World Ford (updated)
R Cubed
Four Customers in Search of Solutions
Menton Bank (updated)

 
Published in Lovelock & Wright Principles of Service Marketing and Management 2/E

Mr. Mahaleel Goes to London
Menton Bank (condensed)
Museum of Fine Arts, Boston (condensed)  {© J. Paul Getty Foundation}
Vick's Pizza Corporation
Four Customers in Search of Solutions
Red Lobster