Услуга — разлика између измена
Садржај обрисан Садржај додат
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Ред 10:
==Литература==
{{Refbegin|30em}}
*''Проф. др Раде Канцир (2004): Маркетинг услуга, БПШ, Београд''
* Athens University of Economics and Business: ''[http://www.aueb.gr/users/esaopa/courses/part2.pdfAn Introduction to Services Marketing]''
*{{cite book|first1=Valarie A. |last1=Zeithaml|first2=A. |last2=Parasuraman|first3=Leonard L. |last3=Berry|title=Delivering Quality Service: Balancing Customer Perceptions and Expectations|url={{google books |plainurl=y |id=RWPMYP7-sN8C}}|year=1990|publisher=Simon and Schuster|isbn=978-0-02-935701-9}}
* Valerie Zeithaml, A. Parasumaran, Leonhard Berry (1990): ''[[SERVQUAL]]'' [http://www.12manage.com/methods_zeithaml_servqual.html]
* Sharon Dobson: ''[https://web.archive.org/web/20120218084807/http://busfac32.cob.calpoly.edu/presentations/Sharon_Dobson/Ch08.ppt Product and Services Strategy]''
* John Swearingen: Operations Management - [https://web.archive.org/web/20120517165804/http://online.uis.edu/spring2002/bus322/lectures/chap01/sld040.htm Characteristics of services]
* James A. Fitzsimmons, Mona J. Fitzsimmons: ''[https://web.archive.org/web/20090325045451/http://www.belkcollege.uncc.edu/mjkhouja/02%20Nature.ppt Service Management - Operations, Strategy, Information Technology]''
* Russell Wolak, Stavros Kalafatis, Patricia Harris: ''[http://members.byronsharp.com/empgens/emp1.pdf An Investigation Into Four Characteristics of Services]''
* Sheelagh Matear, Brendan Gray, Tony Garrett, Ken Deans: ''[https://web.archive.org/web/20110928200643/http://smib.vuw.ac.nz:8081/www/ANZMAC2000/CDsite/papers/m/Matear1.PDF Moderating Effects of Service Characteristics on the Sources of Competitive Advantage - Positional Advantage Relationship]''
*{{cite book|first1=Robert |last1=Johnston|first2=Graham |last2= Clark|title=Service Operations Management: Improving Service Delivery|url={{google books |plainurl=y |id=TOV7W1MH9fsC}}|year=2008|publisher=Financial Times/Prentice Hall|isbn=978-1-4058-4732-2}}
*{{cite book|editor-first1=John |editor-last1=Eatwell|editor-first2=Peter K. |editor-last2= Newman|editor-first3=Murray |editor-last3=Milgate|title=The New Palgrave: A Dictionary of Economics|url={{google books |plainurl=y |id=jJp1vgAACAAJ|page=314}}|year=1991|publisher=Macmillan|isbn=978-0-333-37235-7 |first=Pascal |last=Petit |chapter=Services |volume=4 |pages=314–15}}
* [[Alan Pilkington]], Kah Hin Chai, "Research Themes, Concepts and Relationships: A study of International Journal of Service Industry Management (1990 to 2005)," International Journal of Service Industry Management, (2008) Vol. 19, No. 1, pp. 83–110.
*{{cite book|first1=Steve |last1=Downton|first2=Hilbrand |last2= Rustema|first3=Jan |last3=van Veen|title=Service Economics: Profitable Growth with a Brand Driven Service Strategy|url={{google books |plainurl=y |id=CiTWnQEACAAJ}}|date=1 August 2010|publisher=Novetum Service Management, Limited|isbn=978-9963-9838-0-3}}
{{Refend}}
== Спољашње везе ==
*{{Commonscat-inline|Services (economics)}}
{{Привреда}}
{{нормативна контрола}}
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