TY  - BOOK
AU  - Verma
TI  - Services Marketing: Text and Cases
SN  - 9789332501096
PB  - Pearson
N1  - Chapter 1: Field of Services: The Service Economy
Chapter 2: Nature of Services
Chapter 3: Service Product and Pricing
Chapter 4: Service Promotion and Distribution
Chapter 5: Processes in Services
Chapter 6: People in Services
Chapter 7: Physical Evidence
Chapter 8: The Service System
Chapter 9: Service Customer Behaviour
Chapter 10: Service Vision and Strategy
Chapter 11: Market Analysis
Chapter 12: Sustainable Differentiation
Chapter 13: Service Quality
Chapter 14: Branding Services
Chapter 15: Demand and Supply Management
Chapter 16: Service Recovery and Empowerment
Chapter 17: Customer Relationships



UR  - http://lib.myilibrary.com?id=475854
ER  -