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Services Marketing : The Indian Context
R. Srinivasan
Rs.476
Rs. 595
20% OFF
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Description
This book, now in its second edition, continues to provide a comprehensive introduction to the principles of chemical engineering thermodynamics and also introduces the student to the application of principles to various practical areas. The book emphasizes the role of the fundamental principles of thermodynamics in the derivation of significant relationships between the various thermodynamic properties. The initial Chapter - provides an overview of the basic concepts and processes and discusses the important units and dimensions involved. The ensuing chapters, in a logical presentation, thoroughly cover the first and second laws of thermodynamics, the heat effects, the thermodynamic properties and their relations, refrigeration and liquefaction processes and the equilibria between phases and in chemical reactions. The book is suitably illustrated with a large number of visuals. In the second edition, new sections on Quasi-Static Process and Entropy Change in Reversible and Irreversible Processes are included. Besides, new Solved Model Question Paper and several new Multiple Choice Questions are also added that help develop the students? ability and confidence in the application of the underlying concepts.Table of ContentsPrefacePreface to the First EditionUnderstanding ServicesServices and Economy of a CountryIssues in Marketing of ServicesConsumer Decision Process and Ethical IssuesService Delivery ProcessPricing Services Communication MixFirm?s Physical EvidenceManaging Employees and ConsumersCustomer Satisfaction and Service QualityServices Failure, Recovery and Customer RetentionHospitality and Tourism Services Financial Services Information Technology ServicesHealth Care Services MarketingTechnology Readinesse-Service Quality Index.
Additional Info
| Author | R. Srinivasan |
| Publisher | PHI Learning Private Limited |
| Language | English |
| Binding Type | Paper Back |
| Main Category | Commerce & Business |
| Sub Category | Management |
| ISBN13 | 9788120350342 |
| SKU | BK 0131896 |
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