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Unit 4: Service Strategies
4.8 Further Readings Notes
Books C Bhattacharjee, Services Marketing, Excel Books, New Delhi
Christopher H Lovelock, Services Marketing, third edition, Prentice Hall, US
Douglas Hoffman and John E G Bateson, Essentials of Service Marketing: Concepts,
Strategies and Cases, 2nd Edition, India: Thomson Asia, 2002
Leonard L Berry, Great Service: A Framework for Action, the Free Press
Online links www.valuebasedmanagement.net/methods_bcgmatrix.html
www.quickmba.com/strategy/matrix/ge-mckinsey
www.customer-service.com/t-service_recovery120605
www.pegasus.cc.ucf.edu/~borrieci
www.ateneonline.it/chase2e/studenti
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