A professor at HEC Montréal, Louis Fabien has been teaching service marketing management courses for over 20 years, at Bachelor, Diplôme d'Études Supérieures and M.B.A. levels. He devotes his teaching and research activities exclusively to the development of this relatively recent management discipline. As a visiting professor at several leading business schools in France and Belgium, including EM Lyon, he has been able to validate the main concepts presented in this book in the European context. Through his work as a facilitator, consultant, trainer and speaker with private and public service companies, Louis Fabien has acquired a unique expertise in Quebec. He is regularly consulted by the print and electronic media as an expert in service quality.
