Lovelock, Christopher HWright., Lauren2018-11-142018-11-1420022002Lovelock, C. H., & Wright, L. (2002). Principles of service marketing and management. Prentice Hall.http://196.43.179.3:8080/xmlui/handle/123456789/10951. Why study services; 2. Understanding Service Processes; 3. Managing Service Encounters; 4.Customer Behavior in Service Environments; 5.Relationship Marketing and Customer Loyalty; 6.Complaint Handling and Service Recovery; 7.Service Marketing Strategy; 8.Pricing Strategies for Services...en-USBook