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Title: Managing Services: Marketing, Operations, and Human Resources by Christopher H. Lovelock ISBN: 0-13-544701-1 Publisher: Prentice Hall College Div Pub. Date: January, 1992 Format: Hardcover Volumes: 1 List Price(USD): $70.00

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Average Customer Rating: 4 (1 review)

Rating: 4
Summary: Excellent Text for reading around the topic.
Comment: I used Lovelock's "Services Marketing" as a text and this book as a backup for my services marketing module in a Masters of Business Studies Course. It would be easily as useful at undergraduate level. The book is a compilation of good industry articles by well respected authors including David Maister, Berry, Zeithaml and Parasuraman, Sandra Vandermerwe and Peter Drucker to name but a few. The articles are arranged by topic into eight sections as follows: Challenge of Services, Understanding Services, Design and Delivery, Managing capacity and demand, Search for Quality, Adding value through customer service, the human dimension in services management, Strategy and Integration. Each section has three or more articles followed by a couple of relevant case studies where you can track the issues in real environments. All in all a very useful text and a valuable reference work on my office bookshelf.