Last updated on 28 May 2013
Introductory Service Marketing
- Davenport, T. H., (1993), Process Innovation: Reengineering Work through Information technology, Boston, harvard Business School Press.
- Freinberg, K. and Freinberg, J., 1996, Nuts! Southwest Airlines’ Crazy Recipe for business and personal success, Austin. Tx: Brad Press, Inc.
- Gale, B. T., (1994), Managing customer value, New York, The free Press.
- Heskett, J. L., Sasser, Jr., W. E. and Schlesinger, L. A., 1997, The service profit chain, The free press, New York.
- Sasser, W.E, Olsen R. P. and Wyckoff, D. D., 1978, Management of services Operations, Allyn and Bacon, Boston, Mass.
- Stevenson, B. D., (1989), Marketing Financial Services to Corporate Clients, Woodhead Faulkner, Cambridge.
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