Page 24 - DMGT510_SERVICES_MARKETING

Unit 1: Introduction to Services Marketing

c. Tele-shopping Notes
d. Repair and maintenance services

Answers: Self Assessment

1. False 2. False
3. True 4. d
5. a 6. c

7. b 8. Pure intangible
9. Good 10. Search
11. Experience 12. True

13. True 14. False
15. True

1.8 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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