TY  - BOOK
AU  - Christopher, Lovelock
TI  - Services Marketing
SN  - 9789332587687
U1  - 658.8 LOV-S 
PY  - 1996///
CY  - New Delhi
PB  - Pearson
KW  - Management
N1  - Part I: Understanding Service Products, Consumers, And Markets
1. Creating Value in the Service Economy
2. Understanding Service Consumers
3. Positioning Services in Competitive Markets
Part II: Applying the 4 Ps of Marketing to Services
4. Developing Service Products and Brands
5. Distributing Services Through Physical and Electronic Channels
6. Service Pricing and Revenue Management
7. Service Marketing Communications
Part III: Managing the Customer Interface
8. Designing Service Processes
9. Balancing Demand and Capacity
10. Crafting the Service Environment
11. Managing People for Service Advantage
Part IV: Developing Customer Relationships
12. Managing Relationships and Building Loyalty
13. Complaint Handling and Service Recovery
Part V: Striving for Service Excellence
14. Improving Service Quality and Productivity
15. Building a World-Class Service Organization
Part VI: Case Studies

UR  - https://books.google.co.in/books?id=ZstNLUmqWAsC&printsec=frontcover&dq=services+marketing+by++Valarie+lovelock&hl=en&sa=X&ved=0ahUKEwj22t3Po_DkAhVBu48KHZN8DgEQ6AEIQzAE#v=onepage&q=services%20marketing%20by%20%20Valarie%20lovelock&f=false
ER  -