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Unit 6: Service Quality
6.7 Further Readings Notes
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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