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Services Marketing: People, Technology, Strategy, 4/Eby Christopher Lovelock
ISBN: 0-13-017392-4
As the leading text in the field since its first publication in 1984, Services Marketing has been used by business school students around the world and has also become an important reference work for service managers in a broad array of industries. The fourth edition represents a major revision of the existing text plus four new chapters and many new cases and readings. It includes numerous examples from both domestic and international service companies, greatly expanded coverage of how technology is being employed in service organizations, detailed discussion of service delivery via the Internet, and insights into service leadership strategies.
The book is designed for classroom use by MBA students and executive program participants, as well as for self-study by practitioners. It includes 18 chapters of text, 10 readings (of which seven are new), and 10 cases (of which five are new and three are updated or revised).
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