Never HIGHLIGHT a Book Again! Virtually all testable terms, concepts, persons, places, and events are included.look no further for study resources or reference material. Cram101 Textbook Outlines gives all of the outlines, highlights, notes, and practice-tests for your textbook. Only Cram101 is Textbook Specific. Cram101 is NOT the Textbook.Hoffman and, Bateson is the author of 'Essentials of Services Marketing Concepts, Strategies, and Cases', published 2006 under ISBN 9781428806573 and ISBN 1428806571.