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Unit 10: Role of Employees and Customers in Service Delivery
10.6 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 http://www.entrepreneur.com/article/51804
http://www.acrwebsite.org/volumes/display.asp?id=7372
http://jsr.sagepub.com/content/3/1/66.short
http://www.smallbusinesssuccess.biz/articles_week/dealing_with_difficult_
customers.htm
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