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Unit 10: Service Quality
5. 1. (b) Notes
2. (d)
3. (a)
4. (c)
6. 1
7. 4
8. External
9. Customer
10. Internal
11. Market management
12. Moment of truth
13. Reliability
14. True
15. True
16. False
10.8 Further Readings
Books C Bhattacharjee, Services Marketing, Excel Books, New Delhi
Christopher H Lovelock, Services Marketing, third edition, Prentice Hall, US
Valarie A Zeithmal and Mary JO Bitner, Services Marketing: Integrating Customer
Focus across the Firm, Tata McGraw Hill, New Delhi
Online links www.cost280.rl.ac.uk/documents/.../documents
www.qualitydigest.com/html/qualitydef.htm
www.sunway.edu.my/others/vol4/service_quality.pdf
www.comsoc.org/~cqr/FAE_Docs/A1.../sv1quality
www.degromoboy.com/cs/gap
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