Professional Documents
Culture Documents
BIBLIOGRAPHY
BOOKS
3. Nalini Prava Tripathy and Prabir Pal, Insurance Theory & Practice, Prentice-
Hall of India Private Limited, New Delhi 2007.
JOURNALS
12. Antony Jacob, The Customer’s Rights and responsibilities, IRDA Journal,
December 2012.
13. Ashish Darva, Customer Dissonance in Service, IRDA Journal, February 2012.
17. Babu Kvsn Jawahar and Valli S. Kalesha Masthan, Customer Relationship
Management-Implications in Retail Sector, South Asian Journal of Marketing
& Management Research, Vol.4, Issue.3.
18. Balasubramanian T.S. and Gupta S.P, Insurance Business Environment, IC-12,
Insurance Institute of India, Mumbai, 2000.
20. Breyar, F., Bundrof, M., Pauly, M., Health Care Spending Risk, Health
Insurance, and Payment to Health Plans, Hand Book Health Economics, Vol.2,
2011.
25. David M.Culter, RJ Zeckhause, The Anatomy of Health Insurance, Hand Book
of Health Economics, 2000.
26. Fedrdy Van Beest, Christian Lako and Esther Mirijam, Health insurance and
Switching behavior: Evidence from the Netherlands, Health, Vol.4, Issue.10,
2012.
27. Ganeshan. G, Customer Care with e – CRM, Facts for you April 2004.
28. Gopalakrishnan, G., Satisfied Policy holder, IRDA Journal, Feb 2000.
29. Hari Govind Mishra, Customer Relations Management Practices LIC of India,
The Journal of Insurance Institute of India, July –Dec 2006.
32. Jagendra Kumar, Product doesn’t matter, service does, The Journal of
Insurance Institute of India, Jan-June 2008.
34. Jeslsy Joseph, Uma Maheswari & L.Ethirajan, CRM in Life Insurance
Corporation of India, Recent Trends in Insurance Sector in India, 2007.