Page 192 - DMGT522_SERVICES MANAGEMENT

Unit 8: New Service Development and Process Design

8.8 Further Readings Notes

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 www.wpp.com/wpp/marketing/branding
www.knowthis.com/...products/product-development-steps
www.best-management-practice.com/.../Service_Operation
www.servicedesign.wikispaces.com/Service+Blueprint

http://www.summersoc.eu/summersoc2011/wp-content/uploads/2011/01/
Service-Innovation-II-Designing-Service-Processes-september-27-2009.pdf

LOVELY PROFESSIONAL UNIVERSITY 187