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Services Marketing And Management
by Dr. B. Balaji
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12
Concept of service * Service characteristics * Service experctations * The service product * Service location * Pricing for services * Promoting services * The service process * Physical evidnce * People and services * Internal versus external marketing * Services desing * Services demand and supply * The service delivery * Sevcice quality * Service performance and measurement * Services MIX SCENARIO * Customer management and service guarantees * Customer retention and relationship marketing * Service liadership * Service profitability and productivity * International marketing o services * Case studies studies * Appendixes * ISBN : 8121921619
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