Missing copyright for Case 11: Shouldice Hospital Limited (Abridged) page 501.

Reprinted by permission of Harvard Business School Press

From "Shouldice Hospital Limited (Abridged)" by Professor James Heskett and Roger Hallowell (MBA 1989, DBA 1987).

Copyright © 2004 by the Harvard Business School Publishing Corporation; all rights reserved.

Essentials of Services Marketing is the only introductory services marketing textbook presented in full color. Written by Lovelock, Wirtz and Chew, this text’s presentation of visual learning aids, coupled with the reader-friendly use of language will impress upon students that this is one marketing text clearly written with them in mind.

1. Visual Learning Aids - Color, well designed graphics and concise language facilitates the learning process

• Well designed graphics in full color to engage learning and lively illustrations to enliven lessons
• Simple language and shorter sentences work hand-in-hand with visuals to bring important concepts into focus
• Color – the only full-color services marketing textbook that boasts of real-life photos, visual learning cues and marketing concepts

Benefit: Students are motivated to learn as a result of less text and more emphasis on full-color learning cues (such as graphical depictions of concepts and other conceptual diagrams) vs. chunky monotone text in our competitors’ books. Grasping salient points and recalling concepts are made much easier, regardless of the language ability of each student

2. Familiar international case studies and brands - Case studies contain global yet familiar examples representing the different issues of services marketing

• 40% of cases in American context
• 30% of cases in European context
• 30% of cases in Asian context

Benefit: Students in relate better when they can recognize examples of international brands and companies, in particular those which operate widely worldwide

3. Systematic Learning Approach - Marketing concepts are organized for clarity and effective study

• Well-sequenced topics - a streamlined pedagogical framework that allows students to progressively follow topics
• Opening vignettes - Chapters begin with real-life case studies that incorporate the chapter’s learning objectives
• Learning markers - Learning objective markets flag chapter milestones

Benefit: Overall impact for learning is enhanced as students have to go through less text to understand and recap concepts

4. Instructor’s Resources - An extensive set of supplements has been designed to support you in preparing and teaching this course

• Instructor’s manual - The instructor’s manual provides learning objectives, chapter overviews and detailed lecture outlines, as well as additional student projects and interactive assignments
• Powerpoint slides - Customize your teaching material for lectures with our convenient powerpoint templates
• Test bank - Comprising a substantial selection of MCQ, True/False, short answer and essay questions, the test bank is an excellent, hassle-free resource for you to draw on to devise student tests