Download or read book Product Plus written by Christopher H. Lovelock and published by McGraw-Hill Companies. This book was released on 1994 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: Costs, to customers, he emphasizes, entail more than just money - they involve time, physical effort, and hassle, too. Innovation in service delivery requires rethinking the ways in which the firm and its customers interact and then reengineering traditional processes.