Services Marketing 3/E
by Christopher H. Lovelock
Upper Saddle River, NJ: Prentice-Hall, 1996, 672 pp.
ISBN 0-13-455841-3 
The third edition represents a major revision, including new concepts such as the "Flower of Service," new examples from both domestic and international service companies, greatly expanded coverage of how information technology--including the World Wide Web--is being used in service management, and new chapters on supplementary services and globalizing services marketing.
This book is designed for use by MBAs and executive program participants, as well as by advanced undergraduates, and is also appropriate for self-study. It includes 14 chapters of text, 17 readings (13 of which are new to this edition), and 16 cases (of which 10 are new).
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Last Updated 2002-01-02