A STUDY ON THE TANGIBLE GOODS THAT ARE
PROVIDED ALONG WITH THE BASIC SERVICES OF
LODGING IN A HOTEL
A research paper submitted in fulfillment of the course Marketing Management for
obtaining the degree B.B.A., LL.B. (Hons.) during the academic session: 2019-20
Submitted by:
Pragya, Roll: 2029
Submitted to:
Dr. Manoj Mishra
Assistant Professor of Marketing Management
September, 2019
Chanakya National Law University,
Nyaya Nagar, Mithapur, Patna-800001, Bihar
DECLARATION
I Pragya, hereby declare that, the project work entitled, ‘A STUDY ON THE TANGIBLE
GOODS THAT ARE PROVIDED ALONG WITH THE BASIC SERVICES OF LODGING IN
A HOTEL’, submitted to CNLU, Patna is record of an original work done by me under the
guidance of, Faculty Member, CNLU, Patna.
Pragya
B.B.A., LL.B. (Hons.)
Roll No. – 2029
3rd Semester
I
ACKNOWLEDGMENTS
First and foremost, I would like to thanks my Faculty of Marketing Management, Dr. Manoj
Mishra, for giving the opportunity to work on this project named – ‘A STUDY ON THE
TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE BASIC SERVICES OF
LODGING IN A HOTEL’. His guidance and support has been instrumental while making my
project on this topic.
I would like to all authors, writers and columnists whose ideas and works have been made use in
my Project. My heartfelt gratitude also goes to all staff and administration of CNLU for the
infrastructure in the form of library that was a great source of help in completion of this Project.
I also thank my friends for their precious inputs which have been very useful in the completion
of this Project. I would also like to thank my parents, my seniors, dear colleagues, and friends in
the University, who have helped me with ideas about this work.
I hope you will appreciate my true work which is indeed a hard work and a result of my true
research and work.
Pragya
B.B.A. LL.B. (Hons.)
Roll No. – 2029
3rd Semester
II
TABLE OF CONTENTS
DECLARATION………………………...………………………………………………………. I
ACKNOWLEDGMENT………………………………………………………………………… II
1. ABSTRACT ............................................................................................................................ 1
2. INTRODUCTION ................................................................................................................... 2
3. MARKETING OF SERVICES ............................................................................................... 5
3.1. FEATURES OF SERVICES............................................................................................ 5
4. NATURE OF SERVICES ....................................................................................................... 7
5. SERVICES PROVIDED BY HOTELS (CASE STUDY) .................................................... 12
6. FINDINGS AND SUGGESTION ......................................................................................... 15
6.1. FINDINGS ..................................................................................................................... 15
6.2. SUGGESTIONS............................................................................................................. 17
7. CONCLUSION ..................................................................................................................... 18
A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
1. ABSTRACT
The author has done a study on the tangible goods that are provide dalong with the basic services
of lodging in a hotel. There are various tangible goods offered by different hotel. Based on this
difference a survey has been conducted in the hotel Sarvodya and the findings and suggestion are
given in the chapters of this research report.
Objective: The objective of this project is to bring to light, using research and reports, the
various tangible goods that are provided with the basic services of lodging in a hotel.
Hypothesis: The Researcher had made following Hypothesis:
1. The tangible goods offered along with the services provided vary from hotel to hotel.
2. This idea of providing tangible goods along with the services provided while lodging into
a hotel works as a promotional activity for the hotel.
Research Methodology: The researcher has used both doctrinal method of research for the
accomplishment of this project. The researcher has used various library sources including books,
articles, reports, e-articles and internet sources extensively.
Area of Limitations: Every study has own limitation due to the Limited time, lack of sufficient
financial resources and limited area of survey/study of the subject matter. This study also has its
own limitations as the research is restricted to certain books and case laws only and data
regarding this topic has been conducted.
Sources of data: This research includes both primary as well as secondary sources of data.
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
2. INTRODUCTION
The world economy nowadays is increasingly characterized as a service economy. This is
primarily due to the increasing importance and share of the service sector in the economies of
most developed and developing countries. In fact, the growth of the service sector has long been
considered as indicative of a country’s economic progress. Economic history tells us that all
developing nations have invariably experienced a shift from agriculture to industry and then to
the service sector as the main stay of the economy. This shift has also brought about a change in
the definition of goods and services themselves. No longer are goods considered separate from
services. Rather, services now increasingly represent an integral part of the product and this
interconnectedness of goods and services is represented on a goods-services continuum. The
American Marketing Association defines services as - “Activities, benefits and satisfactions
which are offered for sale or are provided in connection with the sale of goods.” Customer life
cycle starts with identification of customer needs, acquisition of customers, development of
customers and finally retaining the customers. Above all stages of life cycle the very first and the
most important stage is identification of customer needs. This aspect influences the customer
right from the time of selection of the hotel itself. According to customer expectations, he selects
the respective hotel where he can fulfil his requirements with utmost personalization and
customization. To understand certain expectations and services one should not forget the basic
characteristics of Hospitality Sector. The services features include (i) perishability- services are
perishable and it cannot be stored for future periods. Services can be stored to some extent for
future with the help of tangible goods but not fully. (ii) intangibility- services are intangible i.e.
they cannot touch or taste. While the physical structure and certain components of the hospitality
product are tangible. (iii) inseparability- the special characteristic of services is production and
consumption is inseparable. Services should be consumed when they are produced and (iv)
variability services can be deliberately varied to meet the specific needs of individual customers.1
In simple words, services are deeds, processes, and performances. But, the increasing interest in
the services sector has been accompanied by considerable disagreement and debate as to what
constitutes a service and whether service marketing is a distinctive subject area. In order to
1
[Link]
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
develop clarity on service as a concept, it is desirable to look at the way various researchers and
scholars have defined it over the years. One of the first to define services was the American
Marketing Association which as early as in 1960 defined services as “activities, benefits, or
satisfactions which are offered for sale, or provided in connection with the sale of goods”. This
definition took a very limited view of services as it proposed that services are offered only in
connection with the sale of goods. The other definition which was proposed in 1963 by Regan
suggested that “services represent either intangible yielding satisfactions directly (transportation,
housing etc.), or intangibles yielding satisfactions jointly when purchased either with
commodities or other services (credit, delivery, etc.)”. For the first time services were considered
as pure intangibles - capable of providing satisfaction to the customer and can be marketed like
tangible products.
Robert Judd defined service as “a market transaction by an enterprise or entrepreneur where the
object of the market transaction is other than the transfer of ownership of a tangible commodity”.
In 1973 Bessom proposed that “for the consumer, services are activities offered for sale that
provide valuable benefits or satisfactions; activities that he cannot perform for himself or that he
chooses not to perform for himself”.
Another definition given by Blois in 1974 says that, “a service is an activity offered for sale
which yields benefits and satisfactions without leading to a physical change in the form of a
good”.2
Stanton proposed a definition in 1974 and defined service as “Separately identifiable, intangible
activities which provide want satisfaction when marketed to consumers and/or industrial users
and which are not necessarily tied to the sale of a product or another service”. Kotler and Bloom
in 1984, defined service as, “any activity or benefit that one party can offer to another that is
essentially intangible and does not result in the ownership of anything. Its production may or
may not be tied to a physical product”. Gronroos defined a service as “an activity or series of
activities of more or less intangible nature that normally, not necessarily, take place in
interactions between the customer and service employees and/or physical resources or goods
2
[Link]
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
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and/or systems of the service provider, which are provided as solution to customer problems”.
We may conclude service as, “an activity or series of activities rather than things which has some
element of intangibility associated with it, which involves some interaction between the
customer and the service provider, and does not result in a transfer of ownership. Customer has a
vital role to play in the production process as the services are provided in response to the
problems of customers as solution. The production of the service may or may not be closely
associated with a physical product”.
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
3. MARKETING OF SERVICES
Service marketing is marketing based on relationship and value. It may be used to market a
service or a product. With the increasing prominence of services in the global economy, service
marketing has become a subject that needs to be studied separately. Marketing services is
different from marketing goods because of the unique characteristics of services namely,
intangibility, heterogeneity, perishabil-ity and inseparability.
In most countries, services add more economic value than agriculture, raw materials and manu-
facturing combined. In developed economies, employment is dominated by service jobs and
most new job growth comes from services.
Jobs range from high-paid professionals and technicians to minimum-wage positions. Service
organizations can be of any size from huge global corporations to local small businesses. Most
activities by the government agencies and non-profit organizations involve services. The
American Marketing Association defines services as activities, benefits, or satisfactions that are
offered for sale or provided with sale of goods to the customer, that is, pre-sale and after-sales
services. Berry states, ‘while a product is an object, devise or physical thing, a service is a deed,
performance, or an effort’.3
3.1. FEATURES OF SERVICES
1. INTANGIBILITY
A physical product is visible and concrete. Services are intangible. The service cannot be
touched or viewed, so it is difficult for clients to tell in advance what they will be get-ting. For
example, banks promote the sale of credit cards by emphasizing the conveniences and
advantages derived from possessing a credit card.
2. INSEPARABILITY
Personal services cannot be separated from the individual. Services are created and consumed
simultaneously. The service is being produced at the same time that the client is receiving it; for
3
[Link]
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
example, during an online search or a legal consultation. Dentist, musicians, dancers, etc. create
and offer services at the same time.
3. HETEROGENEITY (OR VARIABILITY)
Services involve people, and people are all different. There is a strong possibility that the same
enquiry would be answered slightly differently by different people (or even by the same person
at different times). It is important to minimize the differences in performance (through training,
standard setting and quality assurance). The quality of services offered by firms can never be
standardized.
4. PERISHABILITY
Services have a high degree of perishability. Unused capacity cannot be stored for future use. If
services are not used today, it is lost forever. For example, spare seats in an aeroplane cannot be
transferred to the next flight. Similarly, empty rooms in five-star hotels and credits not utilized
are examples of services leading to economic losses. As services are activities performed for
simultaneous consumption, they perish unless consumed.
5. CHANGING DEMAND
The demand for services has wide fluctuations and may be seasonal. Demand for tourism is
seasonal, other services such as demand for public transport, cricket field and golf courses have
fluctuations in demand.
6. PRICING OF SERVICES
Quality of services cannot be standardized. The pricing of services are usu-ally determined on
the basis of demand and competition. For example, room rents in tourist spots fluctuate as per
demand and season and many of the service providers give off-season discounts.4
7. DIRECT CHANNEL
4
[Link]
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
Usually, services are directly provided to the customer. The customer goes directly to the service
provider to get services such as bank, hotel, doctor, and so on. A wider market is reached
through franchising such as McDonald’s and Monginis.
4. NATURE OF SERVICES
It is utmost important to explore the distinctive features of services, because recognition of these
special characteristics will provide insights for enlightened and innovative management. One
reason for the poor quality of service levels across different service industries is that managers
often tend to solve service marketing problems with tools and techniques that are essentially
meant for tangible products. It happens because of inadequate understanding about the nature of
services. As our knowledge of the characteristics of services grows, so does our ability to deal
with them from both an economic and marketing perspective. Services have a number of unique
characteristics that make them different from products.
Some of most commonly accepted characteristics are as follows:
(i) Intangibility: The most basic and universally cited characteristic of services is
intangibility, because services are performances or actions rather than objects, they
cannot be seen, felt, tasted, or touched in the same manner that we can sense tangible
goods. For example, when we buy a cake of soap, we can see, feel, smell and use to
check its effectiveness in cleaning. But, when we pay fees for a semester in the
university, we are paying for the benefits of deriving knowledge, skills and education
which is delivered to us by teachers. Teaching is an intangible service. When we travel
by a plane, the benefit which we are deriving is a service (transportation) but, it has some
tangible aspects such as the particular plane in which we fly (Boeing, Avro, Concorde,
etc.) and the food and drink which are served.
The broad definition of services implies that intangibility is a key determinant of whether
an offering is or is not a service. While this is true, it is also true that very few products
are purely tangible or purely intangible. Instead, services tend to be more intangible than
manufactured products, and manufactured products tend to be more tangible than
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
services. Intangibility presents several marketing challenges. Services cannot be
inventoried, and therefore fluctuations in demand are often difficult to manage. It cannot
be patented legally, and new service concepts can, therefore, easily be copied by
competitors. It cannot be readily displayed or easily communicated to customers, so
quality may be difficult for consumers to assess. The actual costs of a ‘unit of service’ are
hard to determine and the price/quality relationship is complex.
(ii) Inseparability: In most cases a service cannot be separated from the person or firm
providing it. A service is provided by a person, who possesses a particular skill (singer,
doctor, etc.), by using equipment to handle a tangible product (dry cleaning) or by
allowing access to or use of a physical infrastructure (hotel, train, etc.). Services are
typically produced and consumed at the same time. The relationship between production
and consumption, therefore, dictates that production and marketing are highly integrated
processes. The telephone company produces telephone service while the telephone user
consumes it. A plumber has to be physically present to provide the service; the beautician
has to be available to perform the massage. The service provider and the client are often
physically present when consumption takes place.
Generally, most goods are produced first, then sold and consumed. On the other hand,
services are usually sold first and produced and consumed simultaneously. Sasser
observed that the firm is unable to store or transport services that only direct distribution
is possible, thereby potentially limiting the number of markets that firm can cover. Apart
from the stress laid on ‘right place’ and ‘right time’ in case of distributing goods, there is
additional importance given to the performance of service in the ‘right way’ as well.
Another outcome of simultaneous production and consumption is that service producers
find themselves playing a role as part of the product itself and as an essential ingredient
in the service experience for the consumer. 5
Since services often are produced and consumed at the same time, mass production is
difficult if not impossible. The quality of service and customer satisfaction will be highly
dependent on actions of employees and the interactions between employees and
5
Paul Baines, Chris Fill & Kelly Page, Essentials of Marketing (Oxford University Press, New Delhi, 2013).
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
customers. It is not usually possible to gain significant economies of scale through
centralization. Usually operations need to be relatively decentralized so that the service
can be delivered directly to the consumer at convenient locations.
Since the customer is involved in and observes the production process, and thus may
affect (positively or negatively) the outcome of the service transaction.
(iii) Heterogeneity: Since services are performances, frequently produced by human beings,
no two services will be precisely alike. The human element is very much involved in
providing and rendering services and this makes standardization a very difficult task to
achieve. The doctor who gives us complete attention in one visit may behave a little
differently in next visit. The new bank clerk who encashes our cheques may not be as
efficient as the previous one and we may have to spend more time for the same activity.
This is despite the fact that rules and procedures have been laid down to reduce the role
of the human element and ensure maximum efficiency. Airlines, banks, hotels, etc. have a
large number of standardized procedures. Human contact is minimal in the computerized
reservation systems, but when we go to the hotel there will be a person at the reception to
hand over the key of the reserved room. The way that person interacts with us will be an
important factor in our overall assessment of the service provided by the hotel. The
rooms, the food, the facilities may be all perfect, but it is the people interacting with us
who make all the difference between a favourable and unfavourable perception of the
hotel.
Heterogeneity also results because no two customers are precisely alike; each will have
unique demands or experience the service in a unique way. Thus, the heterogeneity
connected with services is largely the result of human interaction (between and among
employees and customers) and all of the vagaries that accompany it.6
Levitt argues that owing to the industrialisation of services, their production can no
longer be viewed as being heterogeneous. Attempts have been made to improve
productivity in the service sector by introduction of technology. Uniformity can be
achieved by substituting equipment and machinery for labour. Hostage suggested that
6
Marketing Management-Comprehensive Text, Best Practices, Corporate Insight Arun Kumar & N. Meenakshi
/Vikas Publications.
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
service firms could also reduce variability by training the service providers in appropriate
responses to each customer situation. They can also monitor customer satisfaction
through suggestion and complaint system so that poor service can be detected and
corrected.
Services are heterogeneous across time, organisations, and people and as a result, it is
very difficult to ensure consistent service quality. Quality actually depends on many
factors that cannot be fully controlled by the service supplier, such as the ability of the
consumer to articulate his or her needs, the ability and willingness of personnel to satisfy
those needs, the presence (or absence) of other customers, and the level of demand for the
service.
Because of these complicating factors, the service manager cannot always know for sure
that the service is being delivered in a manner consistent with what was originally
planned and promoted.7
(iv) Perishability: Perishability refers to the fact that services cannot be saved, stored, resold,
or returned. Since services are deeds, performances or acts whose production and
consumption takes place simultaneously, they tend to perish in the absence of
consumption. Goods can be stored and sold at a later date in the absence of a customer.
Services, on the other hand, go waste if they are not consumed. A seat on an airplane or
in a restaurant, an hour of a professor’s time, or telephone line capacity not used cannot
be reclaimed and used or resold at a later time.
A primary issue that marketers face in relation to service perishability is the inability to
hold inventory. Demand forecasting and creative planning for capacity utilisation are,
therefore, important and challenging decision areas. The fact that services cannot
typically be returned or resold also implies a need for strong recovery strategies when
things do go wrong. Kurtz and Boone observed that the utility of most services is short
lived; therefore, they cannot be produced ahead of time and stored for periods of peak
demand. The perishability of services is not a problem when demand is steady because it
is easy to staff for the service in advance. When there are wide fluctuations in demand
there should be a highly flexible production system or idle productive capacity. Sasser
7
[Link]
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
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has described several strategies for producing a better match between demand and supply
in a service business.8
On the demand side, the firm can make use of differential pricing, cultivating non-peak
demand and developing complementary services. On the supply side, for effective
matching with demand, the firm may hire part time employees to serve peak demand;
peak-time efficiency routines can be introduced, facilities for future expansion can be
developed, and increased consumer participation can be encouraged.
(v) No Transfer of Ownership: When we buy a product, we become its owner-be it a pen,
book, shirt, TV or Car. In the case of a service, we may pay for its use, but we never own
it. By buying a ticket one can see the evening film show in local cinema theatre; by
paying wages one can hire the services of a chauffeur who will drive his car; by paying
the required charges we can have a marketing research firm survey into the reasons for
our product’s poor sales performance, etc. In case of a service, the payment is not for
purchase, but only for the use or access to or for hire of items or facilities; and transfer of
ownership does not take place.9
8
See supra noe 5.
9
See supra note 6.
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
5. SERVICES PROVIDED BY HOTELS (CASE STUDY)
The Hotel Industry is a broad category of fields within the service industry that includes lodging,
restaurants, event planning, theme parks, transportation, cruise line and additional fields within
the tourism industry. The hospitality industry is a billion dollar industry that mostly depends on
the availability of leisure time and disposable income. A hospitality unit such as a restaurant,
hotel, or even an amusement park consists of multiple groups such as facility maintenance, direct
operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management,
marketing, and human resources.
Seven P’s of Service Industry:
Product- Physical features, quality, accessories, packaging, warranties, brands.
Place- Channel type, Outlet locations, Transportation, Storage.
Promotion- Sales People, Advertising, Sales Promotion, Publicity.
Price- Discounts, Allowances, Price levels.
People- Employees, Customers.
Process- Flow of activities, Customer Involvement.
Physical Evidence- Facility, Equipment, Other Tangibles.
Introduction to Hotel Sarvodya
Name of the business- Lodging and Fooding.
Year of Establishment- 2004.
Name of the Owner- D.N Singh.
Name of the Manager- Aslan Parvez.
Address- In front of Ashish Lok Appartment, Mahavir Complex, Bhatacharya Road, Rajendra
Path, Ghrounda, Patna800001.
Contact No.- 9334103678.
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
BASIC SERVICES OF LODGING IN A HOTEL
Number of Employees in Sarvodya- owners 2, Clerks 2, Bellhops 6, Maids 7, Waiters 6,
Cleaners 3 & Others 4. In total 30 employees are there in sarvodya.
Service Encounter Chart of Sarvodya Hotel.
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BASIC SERVICES OF LODGING IN A HOTEL
Other tangible goods provided with basic services in Hotel Sarvodya
Along with the basic services of lodging the other tangible goods provided by the Hotel
Sarvodya are:
1. Hot/Cold Water
2. Telephone
3. Food Basket
4. Transportation Services
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BASIC SERVICES OF LODGING IN A HOTEL
6. FINDINGS AND SUGGESTION
6.1. FINDINGS
Customers’ Response to the services provided by Sarvodya
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BASIC SERVICES OF LODGING IN A HOTEL
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A STUDY ON THE TANGIBLE GOODS THAT ARE PROVIDED ALONG WITH THE
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6.2. SUGGESTIONS
The researcher would like to suggest the following things to the hotel about the tangible goods
provided along with the basic services of lodging in a hotel:
1. The customers should be provided with some extra tangible goods like complimentary snacks
or cold drinks on their visit to the hotel.
2. The regular customers/loyal customers should be rewarded by the hotel by providing them
with some special services.
3. The customers should be asked to give their feedback about the services provided to them and
the hotel should try to improve its services if possible.
4. The hotel managers should also keep studying their rivals’ strategies of attracting more and
more customers and should try to be better than them.
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7. CONCLUSION
Hotels are service businesses, and most traditional hotel marketing strategies focused on the
different service offerings, as well as the guest experience. However, many hotels have started
selling hotel products as part of their overall marketing strategies. There are many differences in
service and product marketing, as well as several different products that a hotel may offer. The
two main differences between service marketing and product marketing are the target audience
and the main marketing message. In product marketing, the target audience is typically a mass
audience, and the main marketing message is used to build product recognition and branding.
Many product companies buy expensive national ad spaces to reach a wide variety of potential
customers. Service marketing is generally focused on a specific target market, such as business
travelers or leisure travelers, but most hotel chains typically choose one or the other. While a
service-oriented business, like a hotel, wants to create a strong brand, the branding is not as
important as actually booking the rooms. Therefore, marketing dollars may be spent wooing
meeting planners, rather than on costly television ads. In the past, hotels were successful by
simply having a service-business marketing focus. However, the Internet market changed the
face of the industry. This marketing medium allowed consumers to search for and find hotels
they would’ve never found in the past without a referral. Hoteliers recognized that potential
customers used a hotel’s status in the decision-making process, which made branding, or product
marketing, a more feasible way to attract consumers. Also, in an effort to earn more revenue in a
down economy, many hotels seek ways to up sell to current customers by offering tangible
products. By offering product lines, hotels can also reach non-guests. The service part of the
hotel business will most likely always be the main “star” in the marketing strategy. Some of the
most common marketed hotel services include convenience of booking, free breakfasts and free
high-speed wireless Internet services. Luxury properties often advertise the numerous property
amenities, such as water sports or onsite day spas. Some hotels seek to sell the luxurious hotel
experience to guests in the form of products. For example, many hotels offer bathrobes, bath
products and even the in-room coffee maker. Others sell bedding and mattresses. Trendy hotels
even offer music compilations and the in-room CD/MP3 player/alarm clock. Customers can
purchase these items online without even being a hotel guest, or guests can simply take the items
from their room and pay for them on their hotel bill.
18
BIBLIOGRAPHY
BOOKS REFERRED
Marketing Management-Comprehensive Text, Best Practices, Corporate Insight Arun
Kumar & N. Meenakshi /Vikas Publications.
Paul Baines, Chris Fill & Kelly Page, Essentials of Marketing (Oxford University Press,
New Delhi, 2013)
ONLINE SOURCES
[Link]
[Link]
[Link]
problem-faced-in-marketing-services/32336/
[Link]
employment-contract-validity/story/[Link]
[Link]
