Page 89 - DMGT522_SERVICES MANAGEMENT

Services Management

Notes Answers: Self Assessment

1. True
2. True
3. False
4. True
5. True
6. True
7. Service
8. Pure service
9. Hybrid
10. Third
11. (a)
12. (d)
13. (e)
14. (c)
15. (a)

3.6 Further Readings

Books Christopher H Lovelock, Services Marketing, third edition, Prentice Hall, US
Leonard L Berry, Great Service: A Framework for Action, The Free Press
Ravi Shanker, Services Marketing, Excel Books, New Delhi
Valarie A Zeithmal and Mary JO Bitner, Services Marketing: Integrating Customer
Focus across the Firm, Tata McGraw Hill, New Delhi

Online links www.marketingteacher.com/.../lesson_services_marketing
www.online-pr.com/Holding/ServiceMarketingSecret
http://dis.shef.ac.uk/sheila/marketing/services.htm
http://www.mba-tutorials.com/marketing/165-products-vs-services.html

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