Service Marketing
Srinivasan, R
Service Marketing - New Delhi PHI 2010 - 263p.
1. Understanding Services
2. Services and Economy of a Country
3. Issues in Marketing of Services
4. Consumer Decision Process and Ethical Issues
5. Service Delivery Process
6. Pricing
7. Services Communication Mix
8. Firm’s Physical Evidence
9. Managing Employees and Consumers
10. Customer Satisfaction and Service Quality
11. Services Failure, Recovery and Customer Retention
12. Hospitality and Tourism Services
13. Financial Services
14. Information Technology Services
15. Health Care Services Marketing
16. Technology Readiness
17. e-Service Quality
9788120336940
658.8 SRI-S
Service Marketing - New Delhi PHI 2010 - 263p.
1. Understanding Services
2. Services and Economy of a Country
3. Issues in Marketing of Services
4. Consumer Decision Process and Ethical Issues
5. Service Delivery Process
6. Pricing
7. Services Communication Mix
8. Firm’s Physical Evidence
9. Managing Employees and Consumers
10. Customer Satisfaction and Service Quality
11. Services Failure, Recovery and Customer Retention
12. Hospitality and Tourism Services
13. Financial Services
14. Information Technology Services
15. Health Care Services Marketing
16. Technology Readiness
17. e-Service Quality
9788120336940
658.8 SRI-S