TY  - BOOK
AU  - Srinivasan, R.
TI  - Services marketing: the Indian context
SN  - 9788120325982
U1  - 658.8 
PY  - 2006///
CY  - New Delhi
PB  - Prentice-Hall of India
KW  - Marketing
N1  - Table of contents:
Chapter 1. Understanding services
Chapter 2. Services and economy of a country
Chapter 3. Issues in marketing of services
Chapter 4. Consumer decision process and ethical issues
Chapter 5. Service delivery process
Chapter 6. Pricing
Chapter 7. Services communication mix
Chapter 8. Firm's physical evidence
Chapter 9. Managing employees and consumers
Chapter 10. Customer satisfaction and service quality
Chapter 11. Services failure, recovery and customer retention
Chapter 12. Hospitality and tourism services
Chapter 13. Financial services
Chapter 14. Information technology services
Chapter 15. Health care services marketing
Reference
Index

ER  -