TY  - BOOK
AU  - SRINIVASAN, R
AU  - R SRINIVASAN
TI  - Services Marketing
SN  - 9788120336940
U1  - 658.8 SRI-S 
PY  - 2009///
CY  - New Delhi
PB  - PHI
KW  - SERVICES MARKETING
N1  - 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

UR  - https://books.google.co.in/books?id=r5hHBQAAQBAJ&printsec=frontcover&dq=services+marketing+by+srinivasan&hl=en&sa=X&ved=0ahUKEwiews7TnPDkAhXFto8KHW4JA_oQ6AEIKDAA#v=onepage&q=services%20marketing%20by%20srinivasan&f=false
ER  -