Abstract
Get full access to this article
View all access options for this article.
References
1.
Baker, M.J.
(1985 ) 'Marketing: An Introductory Text ', 4 th edn, Macmillan , London .
2.
Kotler, P.
(1991 ) 'Marketing Management: Analysis Planning Implcmentation and Control', 7th cdn , Prentice-Hall , London .
3.
Zeithaml, V.A.
,
Parasuraman, A.
and
Berry, L.L.
(1990 ) 'Delivering Quality Service ', The Free Press (Macmillan Inc. ), New York .
4.
Grönroos, C.
(1990 ) 'Service Management and Marketing' , Lexington Books , MA.