Christopher Lovelock
New York: McGraw-Hill, 1994, 382 pp.

ISBN 0-07-038798-2 (hardcover) from BarnesandNoble.com

International paperback edition (Not available in US and certain other countries) ISBN 0-07-113451-4

Italian Translation
Product Plus: Prodotto + Servizio = Vantaggio Competitivo
(Milano: McGraw-Hill Libri Italia Srl., 1994) ISBN 88-386-3511-0

Portuguese Translation
Product Plus: Produto + Serviço = Vantagem Competitiva
(São Paulo: Makron Books do Brasil Editora Ltda., 1995)
ISBN 85-346-0362-6

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. Whatever the product, service holds the key and improving or reengineering service processes should lie at the heart of any strategy. This groundbreaking and highly readable book was written primarily for practising managers and consultants, but has also been adopted for use in courses and seminars. It was chosen as a Fortune Book Club Alternate Selection.

Using examples from leading companies in the US, Europe, and Asia, Lovelock demonstrates how successful businesses enhance their core products--both goods and services--with an array of supplementary service elements that add benefits and reduce the costs of doing business for both customers and the firm itself. He challenges managers to think creatively about their organizations and customers, to make their products and services user friendly, and to work towards more successful quality improvement programs. He also shows how to avoid the problems that arise when the customer is "wrong," and demonstrates how to harness the power of technology to offer 24-hour service to remote locations, cut costs and speed service delivery. With its strong international orientation, emphasis on the role of technology, and in-depth examples, Product Plus offers an authoritative guide to creating competitive advantage.