Verma <br/><br/>
Services Marketing: Text and Cases/ 

 -  Pearson, 
<br/><br/>Chapter 1: Field of Services: The Service Economy<br/>Chapter 2: Nature of Services<br/>Chapter 3: Service Product and Pricing<br/>Chapter 4: Service Promotion and Distribution<br/>Chapter 5: Processes in Services<br/>Chapter 6: People in Services<br/>Chapter 7: Physical Evidence<br/>Chapter 8: The Service System<br/>Chapter 9: Service Customer Behaviour<br/>Chapter 10: Service Vision and Strategy<br/>Chapter 11: Market Analysis<br/>Chapter 12: Sustainable Differentiation<br/>Chapter 13: Service Quality<br/>Chapter 14: Branding Services<br/>Chapter 15: Demand and Supply Management<br/>Chapter 16: Service Recovery and Empowerment<br/>Chapter 17: Customer Relationships<br/><br/><br/> 
<br/><br/><label>ISBN: </label>9789332501096