TY  - BOOK
AU  -  	B Balaji
TI  - Services marketing and management
SN  - 8121921619 
SN  - 978812192
AV  - HD9880 
PY  - 2002///
CY  - New Delhi : 
PB  - S Chand, 
KW  - Marketing
KW  - Service industries -- .     -
KW  -  Management
N1  - Includes index; Concept of service   
Service characteristics 
Service expectations 
The service product 
Service location
Pricing for services 
Promoting services
The service process
Physical evidence
People and services
Services marketing organization and research
Service design 
Service demand and supply 
The Service delivery 
Service quality 
Service performance and measurement
The service encounter
Service employees and internal marketing 
Customer management and service guarantees
Customer retention and relationship marketing
Service leadership 
Service mix scenario 
Service profitability productivity 
International marketing of Services
Appendix 
Index
ER  -