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Unit 7: Delivering Services on the Web

5. Synonymous Notes

6. Information and communication technology
7. Customer
8. Quick Response

9. Vendors
10. Pantaloon
11. Product
12. Digital
13. Technology

14. units
15. e-retailers

7.9 Further Readings

Books Lovelock, Services Marketing: People, Technology and Strategy, Pearson Education,
5th edition, 2001.
Rampal and Gupta, Services Marketing, Sultan Chand.
Bhattacharjee, Services Marketing, Excel Publishers.
Zeithaml, Services Marketing, Tata McGraw-Hill, 3rd edition, 1999.

Rama Mohana Raok, Services Marketing, Pearson Education.
Govind Apte, Services Marketing, Oxford Univ. Press.

Online links http://www.iimb.ernet.in/~mahadev/som.pdf

http://www-mmd.eng.cam.ac.uk/ssme/references/johnston_ref1_
cambridgessme07.pdf

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