I liked this book. It's interesting and it's focused - and it's readable. The chapters are succinct and structured to provide a sound framework for considering the marketing implications of service provision. The diagrams are sensible (and understandable), and the anecdotes are relevant (I particularly liked the Sainsbury's one about tiger bread!). I'd say that this book delivers a handy reference, but would also suggest that it will serve as a good introduction for those new to the subject.