000			00424nam a2200169 a 4500
999			_c2876 _d2876
005			20171205124658.0
008			141201s2004 xx 000 0 und d
020			_a9788120325982
040			_aMAIN
041			_aENG
082			_a658.8 _b SRI/SER
100			_aSrinivasan, R.
245			_aServices marketing: _bthe Indian context _cby R. Srinivasan.
260			_aNew Delhi : _bPrentice-Hall of India, _c2006.
300			_a243 p.
500			_aTable 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
650			_aMarketing.
942			_cBK