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Unit 3: Services and their Characteristics
11. Consumer Oriented 12. Responsiveness Notes
13. five 14. strategies
15. differentiating
3.9 Further Readings
Books Upendra Kachru, Production and Operations Management — Text and Cases, Excel
Books, New Delhi.
Tapan Panda, Marketing Management – Text and Cases, Excel Books, New Delhi.
Chase, Richard B., and Eric L. Prentis, ‘Operations Management: A Field
Rediscovered’, Journal of Management, 13, no. 2 (October 1987): 351: 366.
Hayes, Robert H., Towards a ‘New Architecture’ for ROM, Production and Operations
Management, 9, no. 2 (Summer 2000) 105-110.
R C Manchanda, Production and Operations Management, Excel Books, New Delhi.
Schonberger, Richard J., World Class Manufacturing: The Next Decade, New York:
The Free Press, 1996.
Online links http://www.marcbowles.com/courses/adv_dip/module4/module10/
m10three.htm
http://www.weibull.com/SystemRelWeb/component_reliability_
importance.htm
LOVELY PROFESSIONAL UNIVERSITY 61
