By Christopher Lovelock and Lauren Wright
Upper Saddle River, NJ: Prentice Hall, 2002, 436 pp.

ISBN 0-13-040467-5 (hardcover)

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. Incorporating the latest thinking on managing and marketing services, the book features numerous examples from the US, Canada, Europe, and around the world. It contains 17 chapters of text, 9 up-to-date, relatively short cases (including six written by Lovelock and two by Wright), and a detailed glossary of definitions. A new service decision framework provides a roadmap for the book and highlights the questions that service managers need to ask.  There are two new chapters, one on service leadership and a second on technology in services (benefiting from a post-dot.com-crash perspective). Although the principal target audience is students taking courses in service management or marketing of services, the book is also ideal for self-study by managers.

The earlier edition of this outstanding book won adoptions at business schools worldwide.  Instructors will appreciate the Web-based study guide for students, the detailed resource manual and test bank, and the more than 200 PowerPoint transparencies.