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======================== تسويق الخدمات المصرفية ======================== 457 Racickas, Evaldas & Vasiliauskaite, Asta (2010). Global Financial Crisis and Its Impact to Lithuanian Economy, Economic & Management , No. 15 PP: 1006-1017, EBSCO,2010. Riley, Stuart . (1995). MARKETING DEFINITION The Four Ps of Marketing and Three Ps More, ( This week) Wales, 29/ may Rust, R. T and Oliver, R -L. (1994). Service Quality: New Directions in Theory and Practice, Sage, London. Salvatore, Dominick (2009). The Financial Crisis: Causes, Effects, Policies, Reforms, and Investment Strategies , Available at www.imakenews.com. Sasser, W.E., Oslen, R. P. and Wyckoff, D.D. (1978). Management of Service Operations, - Text and Cases, Boston: Allyn and Bacon. Sheila, Black et. al. (1985). Handbook of Marketing and Selling Bank Services, MCB University Press Ltd. Shostack, G. Lynn (1979). The Service Marketing Frontier, in Zaltman, G. and Bonoma, T., Review of Marketing , AMA, Chicago, pp 373- 88. Shostack, G.L (1985). Planning the Service Encounter, in J.A. Czepiel , M.R. Solomon and C. F. Surprenant (eds) The Service Encounter , Lexington Books, Lexington. Shostack, G.L (1987). Service Positioning through Structural Change, Journal of Marketing, Vol. 51, pp 34-43. Smith, R. A., and Michael, J. Houston (2002). Script-Based Evaluations of Satisfaction with Service, in Emering, Perspectives on Service Marketing, L. Berry, G. Shostack, and G. Opah, (eds) Chicago: American Marketing Association. Stanly Ulanoff (1979). Advertising in America , New York : Hastings House. Teas, R. K. (1993). Expectations, Performance Evaluation and consumer’s Perceptions of Quality, Journal of Marketing, vol. 57, pp. 18-34.

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======================== تسويق الخدمات المصرفية ======================== 458 Thomas E. Barry (1986). marketing: An Integrated Approach , Chicago: Thy Dryden Press. William Zikmund & Micheal D’Amico (1984). Marketing, New York: John wiley and Sons. Zeithaml, V. A., Berry, L.L and Parasuraman, A. (1993). The Nature and Determinates of Customer Expectations of Service, Journal of the Academy of Marketing science, vol. 21, pp. 1-12. Zemke, Ron, Schaaf, Dick K. (1989). The Service Edge: 101 companies that profit from customer card, New York: New American Library. View publication statsView publication stats

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