Module - I SM

8/22/2019 Module - I SM

1/82

Amity Business School

1


MARKETING OF SERVICES

Module I: Understanding Services and Consumer Behavior

Course Code: MBA 479

Credit Units: 03

Rohit S. Tomar

8/22/2019 Module - I SM

2/82

Amity Business SchoolObjectives of the Course

The course has been designed to equip students to become

more effective managers of any service organization byfamiliarizing them with the basic characteristics of services,

their implications on design and delivery, and the ways to

achieve sustainable competitive advantage by managing

critical parameters.

2

8/22/2019 Module - I SM

3/82


Objectives of the Session

To understand -

Factors influencing the growth of service sector

Definition of service

Tangibility spectrum Characteristics of services

Generic differences between goods & services

Classification of services

Developing frameworks for analyzing services

Myths about services

3

8/22/2019 Module - I SM

4/82


Factors Influencing the Growth of

Service Sector

Government Policies

Social Changes Business trends

Technological Changes

Globalization

4

8/22/2019 Module - I SM

5/82


Government Policies Changes in regulations

Privatization New rules to protect customers,

employees and the environment

New agreements on trade in services

5

8/22/2019 Module - I SM

6/82


Social Changes

Rising customer expectations

More affluence

More people short of time

Increased desire for buying experiences Rising customer ownership of high tech equipments

Easier access to more information

Immigration

Growing but aging population

6

8/22/2019 Module - I SM

7/82


Business trends

Push to increase shareholder value

Emphasis on productivity and cost savings

Manufacturers add value through service and sellservices

More strategic alliances and out sourcing

Focus on quality and customer satisfaction

Growth on franchising Marketing emphasis on non profits

7

8/22/2019 Module - I SM

8/82


Technological changes Growth of internet greater bandwidth

Mobile equipment Wireless networking

Faster software

Digitalization of text, graphics, audio andvideo

8

8/22/2019 Module - I SM

9/82


Globalization

More companies operating on

transnational basis

Increase international travel

Foreign competition

International mergers and alliances

Offshore customer services

9

8/22/2019 Module - I SM

10/82


Definition of Service

Service is an activity that has an

element of intangibility associated with it

and which involves the service providers

interaction either with customers or with

the property belonging to the customer.

- Adrian Payne

10

8/22/2019 Module - I SM

11/82


Characteristics of Services

Intangibility (hair style)

Heterogeneity (Quality varies over time)

Inseparability (Cannot separate servicefrom service provider)

Perishability (Food items)

11

8/22/2019 Module - I SM

12/82


The services marketing challenges and

implications for marketers for each service

characteristics

12

8/22/2019 Module - I SM

13/82


Intangible elements

Implications

Customers cant smell,

taste and touch these

elements

Harder to evaluate

service and distinguish

from competitiors

Marketing related

tasks

Make services tangible

through physical clues

Use Metaphors and

physical clues

13

8/22/2019 Module - I SM

14/82


Tangibility Spectrum

Services can be classified on the basis of

tangibility like following

A pure tangible good

A tangible good with accompanying services

A major service accompanying minor goods and

services

A pure service

14

8/22/2019 Module - I SM

15/82


Most services cant be

inventoried Implications

Customer may turn

away or have to wait

Marketing tasks

Smooth demand

through promotions,dynamic pricing &

reservations

Work with operations

to adjust capacity

15

8/22/2019 Module - I SM

16/82

Amity Business SchoolServices are difficult to visualize and

understand

Implications

Customers perceive greater

risk and uncertainty.

MarketingRelated

Task

Educate customers to makegood choices, explain what

to look for, document

performance, offer

guarantees.

16

8/22/2019 Module - I SM

17/82


People may be the part of the service experience

Implications

Appearance, attitude, and

behaviour of servicepersonnel and other

customers can shape the

experience and affect

satisfaction.

Marketing-Related

Tasks

Recruit, train, and reward

employees to reinforce theplanned service concept.

Target the right customers at

the right times, shape their

behaviour.

17

8/22/2019 Module - I SM

18/82


Operational inputs and outputs

Implications

Harder to maintain

consistency, reliability, and

service quality to lower cost

through higher productivity.

Difficult to protect

customers from results of

service failure.

Marketing-Related

Tasks

Set quality standards based

on customer expectations;redesign product elements

for simplicity and failure-

proofing.

Institute good service

recovery procedure.

Automate customer-

provider interactions;

perform work while

customer are absent18

8/22/2019 Module - I SM

19/82

Amity Business SchoolThe time factor often assumes great

importance

Implications

Customer see time as a scare

resources to be spent wisely;dislike wasting time

waiting, want service at

times that are convenient.

Marketing-Related

Task

Find ways to compete on

speed of delivery, minimizeburden of waiting, offer

extended service hours.

19

8/22/2019 Module - I SM

20/82


Distribution through non physical channel

Implications

Information based services

can be delivered throughelectronic channels such as

the internet or voice

telecommunication, but core

products involving physical

activities or products

cannot.

Marketing-Related

Task

Seek to create user friendly,

secure websites and freeaccess by telephone.

Ensure that all information

based service elements can

be downloaded from site.

20

8/22/2019 Module - I SM

21/82


Service Marketing Triangle

21

8/22/2019 Module - I SM

22/82


Aligning the Triangle

Organizations that seek to provide consistently

high levels of service excellence will

continuously work to align the three sides of

the triangle.

Aligning the sides of the triangle is an ongoing

process.

22

8/22/2019 Module - I SM

23/82


Making Promises

Understanding customer needs

Managing expectations Traditional marketing communications

Sales and promotion

Advertising Internet and web site communication

23

8/22/2019 Module - I SM

24/82


Keeping Promises

Service delivery

Reliability, responsiveness, empathy, assurance,

tangibles, recovery, flexibility

Face-to-face, telephone & online interactions

The Customer Experience

Customer interactions with sub-contractors or

business partners

The moment oftruth

24

8/22/2019 Module - I SM

25/82


Enabling Promises

Hiring the right people

Training and developing people to deliver

service

Employee empowerment

Support systems

Appropriate technology and equipment Rewards and incentives

25

8/22/2019 Module - I SM

26/82


Inverted Service marketing

triangle

26

8/22/2019 Module - I SM

27/82


Ways to Use the

Services Marketing Triangle Overall Strategic

Assessment

How is the service

organization doing onall three sides of the

triangle?

Where are the

weaknesses?

What are the

strengths?

Specific Service

Implementation

What is being

promoted and bywhom?

How will it be delivered

and by whom?

Are the supportingsystems in place to

deliver the promised

service?

27

8/22/2019 Module - I SM

28/82


Services Marketing Triangle

Applications Exercise

Focus on a service organization. In the context you are

focusing on, who occupies each of the three points of the

triangle?

How is each type of marketing being carried out currently?

Are the three sides of the triangle well aligned?

Are there specific challenges or barriers in any of the three

areas?

28

8/22/2019 Module - I SM

29/82


The Flower of Service (Fig 3.6)

Core

Information

Consultation

Order Taking

Hospitality

Payment

Billing

Exceptions

Safekeeping

Facilitating elements

Enhancing elements

KEY:

8/22/2019 Module - I SM

30/82


How to Determine What Supplementary Services

Should Be Offered

Not every core product is surrounded by supplementary elements fromall eight clusters

Nature of product helps to determine:

Which supplementary services must be offered Which might usefully be added to enhance value and ease of doingbusiness with the organization

People-processing and high-contact services tend to have moresupplementary services

Market positioning strategy helps to determine which supplementaryservices should be included

Firms that offer different levels of service often add extra supplementaryservices for each upgrade in service level

8/22/2019 Module - I SM

31/82

Amity Business SchoolThe Flower of Service:

Facilitating ServicesInformation

Core

Customers often require

information about how to obtain

and use a product or service.

Examples of elements:

Directions to service site

Schedule/service hours

Prices

Conditions of sale

Usage instructions

8/22/2019 Module - I SM

32/82


Facilitating ServicesOrder Taking

Core

Customers need to know what

is available and may want to

secure commitment to

delivery. The process should

be fast and smooth.


Applications

Order entry

Reservations and check-in

8/22/2019 Module - I SM

33/82


Facilitating ServicesBilling

Core

How much do I owe you?

Bills should be clear,

Accurate, and intelligible.


Periodic statements ofaccount activity

Machine display of amount

due

8/22/2019 Module - I SM

34/82


Facilitating ServicesPayment

Core

Customers may pay faster

and more cheerfully if you

make transactions simple

and convenient for them.


Self service payment

Direct to payee or intermediary

Automatic deduction

8/22/2019 Module - I SM

35/82


Core

The Flower of Service:

Enhancing ServicesConsultation

Value can be added to goods

and services by offering advice

and consultation tailored to

each customers needs and

situation.


Customized advice

Personal counseling Management consulting

8/22/2019 Module - I SM

36/82


Enhancing ServicesHospitality

Customers who invest time and

effort in visiting a business and

using its services deserve to be

treated as welcome guests

after all, marketing invited them!


Greeting

Waiting facilities and amenities

Food and beverages

Toilets and washrooms Security

Core

8/22/2019 Module - I SM

37/82


Core


Enhancing ServicesSafekeeping

Customers prefer not to worry

about looking after the personal

possessions that they bring

with them to a service site.


Looking after possessions

customers bring with them

Caring for goods purchased

(or rented) by customers

8/22/2019 Module - I SM

38/82


Core


Enhancing ServicesExceptions

Customers appreciate some

flexibility when they make

special requests and expect

responsiveness when things

dont go according to plan.


Special requests in advance Complaints or compliments

Problem solving Restitution

8/22/2019 Module - I SM

39/82


Managerial Implications

To develop product policy and pricing strategy, managers need todetermine:

Which supplementary services should be offered as a standard

package accompanying the core

Which supplementary elements could be offered as options foran extra charge

In general, firms that compete on a low-cost, no-frills basis needs

fewer supplementary elements than those marketing expensive,

high-value-added services Each flower petal must receive consistent care and concern to

remain fresh and appealing

8/22/2019 Module - I SM

40/82


Important Differences Existamong Services

8/22/2019 Module - I SM

41/82


Categorizing Service Processes

People Processing Possession Processing

Mental Stimulus

Processing

Information Processing

(directed at intangible assets)

e.g., airlines, hospitals,

haircutting, restaurants hotels,

fitness centers

e.g., freight, repair,

cleaning, landscaping,

retailing, recycling

e.g., broadcasting, consulting,

education, psychotherapy

e.g., accounting, banking,

insurance, legal, research

TANGIBLE

ACTS

INTANGIBLE

ACTS

DIRECTED AT PEOPLE DIRECTED AT POSSESSIONS

What is the

Nature of the

Service Act?

Who or What is the Direct Recipient of the Service?

8/22/2019 Module - I SM

42/82


Implications of Service Processes

(1) Seeking Efficiency May Lower Satisfaction

Processes determine how services are created/delivered

process change may affect customer satisfaction

Imposing new processes on customers, especially replacing people by

machines, may cause dissatisfaction

New processes that improve efficiency by cutting costs may hurt service

quality

Best new processes deliver benefits desired by customers

Faster

Simpler

More conveniently

Customers may need to be educated about new procedures and how to use

them

8/22/2019 Module - I SM

43/82


(2) Designing the Service Factory

43

People-processing services

require customers to visit the

service factory, so:

Think of facility as a stage for service performance

Design process around customer

Choose convenient location

Create pleasing appearance, avoid unwanted noises, smells

Consider customer needs--info, parking, food, toilets, etc.

8/22/2019 Module - I SM

44/82


(3) Evaluating Alternative Delivery

ChannelsFor possession-processing, mental-stimulus processing, orinformation processing services, alternatives include:

1. Customers come to the service factory

2. Customers come to a retail office

3. Service employees visit customers home or workplace

4. Business is conducted at arms length through

- physical channels (e.g., mail, courier service)- electronic channels (e.g., phone, fax, email, Web site)

8/22/2019 Module - I SM

45/82


(4) Balancing Demand and Capacity

When capacity to serve is limited and demand varieswidely, problems arise because service outputcantbe

stored:

1. If demand is high and exceeds supply, business may

be lost

2. If demand is low, productive capacity is wasted

Potential solutions:

- Manage demand- Manage capacity

8/22/2019 Module - I SM

46/82


(5) Applying Information

Technology

All services can benefit from IT, but mental-stimulusprocessing and information-processing services have the mostto gain:

Remote delivery of information-based services anywhere,anytime

New service features through websites, email, and internet(e.g., information, reservations)

More opportunities for self-service

New types of services

8/22/2019 Module - I SM

47/82


(6) Including People as Part of the

Product

Involvement in service delivery often entails contact with other

people

Managers should be concerned about employees appearance,social skills, technical skills

Other customers may enhance or detract from service

experience--need to manage customer behavior

47

8/22/2019 Module - I SM

48/82


The Purchase Process for Services

Prepurchase Stage

Awareness of need

Information search

Evaluation of alternative service suppliers

Service Encounter Stage

Request service from chosen supplier

Service delivery

Postpurchase Stage

Evaluation of service performance

Future intentions

8/22/2019 Module - I SM

49/82


Intangible Attributes, Variability, and Quality

Control Problems Make Services Hard toEvaluate

Search attr ibutesTangible characteristics that allow customersto evaluate a product before purchase

Exper ience attr ibutesCharacteristics that can be experiencedwhen actually using the service

Credence attr ibutesCharacteristics that are difficult to evaluate

confidently even after consumption Goods tend to be higher in search attributes, services tend to be

higher in experience and credence attributes

Credence attributes force customers to trust that desired benefitshave been delivered

A i B i S h lPerceived Risks in

8/22/2019 Module - I SM

50/82

Amity Business SchoolPerceived Risks in

Purchasing and Using Services

Functionalunsatisfactory performance outcomes

Financialmonetary loss, unexpected extra costs

Temporalwasted time, delays lead to problems

Physicalpersonal injury, damage to possessions

Psychologicalfears and negative emotions

Socialhow others may think and react

Sensoryunwanted impacts to any of five senses

A i B i S h l

8/22/2019 Module - I SM

51/82


How you will handle perceived

risk?

A i B i S h l

8/22/2019 Module - I SM

52/82


What is the role of service

provider in reducing the risk?

52

A i B i S h l

8/22/2019 Module - I SM

53/82


Components of Customer Expectations

Desired Service Level: wished-for level of service quality that

customer believes can and should be delivered

Adequate Service Level: minimum acceptable level of service

Predicted Service Level: service level that customer believes

firm will actually deliver

Zone of Tolerance:range within which customers are willing

to accept variations in service delivery

A it B i S h lF t th t I fl

8/22/2019 Module - I SM

54/82

Amity Business SchoolFactors that Influence

Customer Expectations of Services

Predicted Service

Explicit & ImplicitService Promises

Word-of-Mouth

Past ExperienceDesired Service

ZONEOF

TOLERANCE

Adequate Service

Personal Needs

Beliefs about

What Is Possible

Perceived ServiceAlterations

Situational Factors

Source: Adapted from Zeithaml, Parasuraman & Berry

Amit B in S h l

8/22/2019 Module - I SM

55/82


How Product Attributes Affect

Ease of Evaluation)

Source: Adapted from Zeithaml

Most Goods

High in searchattributes

High in experienceattributes

High in credenceattributes

Difficultto evaluate

Easyto evaluate

Most Services

Clothing

Chair

Motorvehicle

Foods

Restaurantmeals

Lawnfertilizer

Haircut

Entertainment

Computerrepair

Legalservices

Complexsurgery


8/22/2019 Module - I SM

56/82


56

Consumer Behavior in ServiceEncounters

Amity Business SchoolWh D th C t Fit i

8/22/2019 Module - I SM

57/82

Amity Business SchoolWhere Does the Customer Fit in a

Service Organization?

Consumers rarely involved in manufacture of goods but often participate inservice creation and delivery

Challenge for service marketers is to understand how customers interact with

service operations

Flowcharting clarifies how customer involvement in service encounters varies

with type of process -

People processing (e.g., motel stay):customer is physically involved

throughout entire process

Possession processing (e.g., DVD repair): involvement may be limited to

drop off of physical item/description of problem and subsequent pick up Mental stimulus processing (e.g., weather forecast):involvement is

mental, not physical; here customer simply receives output and acts on it

I nformation processing (e.g., health insurance):involvement is mental -

specify information upfront and later receive documentation of coverage


8/22/2019 Module - I SM

58/82


High-Contact and Low-Contact

ServicesHigh Contact Services

Customers visit service facility and remain throughout service delivery

Active contact between customers and service personnel

Includes most people-processing services

Low Contact Services

Little or no physical contact with service personnel

Contact usually at arms length through electronic or physical distribution

channels

New technologies (e.g. Web) help reduce contact levels


L l f C C i h

8/22/2019 Module - I SM

59/82


Levels of Customer Contact with

Service Organizations

Emphasizes encounters

with service personnel

Emphasizes encounters

with equipment

High

Low

ManagementConsulting

CarRepair

InsuranceMotel

FastFood

NursingHome

AirlineTravel(Econ.)

CableTV

Te l e p ho n e Ba n k i ng

HairCut

GoodRestaurant

4-StarHotel

DryCleaning

Re ta i l Ban k i n g

Mail Based Repairs

Internet-basedServices

Movie Theater

Internet Banking

Subway


8/22/2019 Module - I SM

60/82


Managing Service Encounters--1

Service encounter:A period of time during which

customers interact directly with a service

Moments of truth:Definingpoints in service deliverywhere customers interact with employees or equipment

Critical incidents: specific encounters that result in

especially satisfying/dissatisfying outcomes for either

customers or service employees


8/22/2019 Module - I SM

61/82


Managing Service Encounters--2

Service success often rests on performance of junior

contact personnel

Must train, coach, role model desired behavior Thoughtless or badly behaved customers can cause

problems for service personnel (and other customers)

Must educate customers, clarify what is expected,manage behavior


8/22/2019 Module - I SM

62/82


A Service Business is a System Comprising

Three Overlapping Subsystems

Service Operations (front stage and backstage)

Where inputs are processed and service elements created.

Includes facilities, equipment, and personnel

Service Delivery (front stage)

Where final assembly of service elements takes place

and service is delivered to customers

Includes customer interactions with operations and other customersService Marketing (front stage)

Includes service delivery (as above) and all other contacts between service

firm and customers


8/22/2019 Module - I SM

63/82


Service Marketing System:

(1) High Contact Service--e.g., Hotel

TheCustomer

TechnicalCore

Interior & Exterior

Facilities

Equipment

Service People

Other

Customers

Other

Customers

Advertising

Sales Calls

Market ResearchSurveys

Billing / Statements

Miscellaneous Mail,

Phone Calls, Faxes, etc.

Random Exposure to

Facilities / VehiclesChance Encounters

with Service Personnel

Word of Mouth

Service Operations System

Backstage(invisible)

Front Stage(visible)

Service Delivery System Other Contact PointsService Marketing System

Amity Business SchoolService Marketing System:

8/22/2019 Module - I SM

64/82

Amity Business SchoolService Marketing System:

(2) Low Contact Service--e.g., Credit Card

TechnicalCore

Mail

Self Service

Equipment

Phone, Fax

.

The

Customer

Service Operations System

Service Delivery System Other Contact Points

Backstage(invisible)

Front Stage(visible)

Advertising

Market ResearchSurveys

Random ExposuresFacilities, Personnel

Word of Mouth

Service Marketing System


Th D t f S i

8/22/2019 Module - I SM

65/82

y us ess c oo

The Dramaturgy of Service

Delivery Service dramas unfold on a stage--settings may change as

performance unfolds

Many service dramas are tightly scripted, others improvised

Front-stage personnel are like members of a cast Like actors, employees have roles, may wear special costumes,

speak required lines, behave in specific ways

Support comes from a backstage production team

Customers are the audiencedepending on type of performance,

may be passive or active


8/22/2019 Module - I SM

66/82

y

Role and Script Theories

Role: A set of behavior patterns learned through experience and

communication

Role congruence: In service encounters, employees and

customers must act out defined roles for good outcomes

Script:A sequence of behavior to be followed by employees and

customers during service delivery

Some scripts (e.g. teeth cleaning) are routinized, others

flexible

Technology change may require a revised script

Managers should reexamine existing scripts to find ways to

improve delivery, increase productivity, enhance experiences


8/22/2019 Module - I SM

67/82

y

67

Post encounter stage


8/22/2019 Module - I SM

68/82

y

Customer Satisfaction is Central to the

Marketing Concept Satisfaction defined as attitude-like judgment following a service purchase or

series of service interactions

Customers have expectations prior to consumption, observe service

performance, compare it to expectations Satisfaction judgments are based on this comparison

Positive disconfirmation if better than expected

Confirmation if same as expected

Negative disconfirmation if worse than expected

Satisfaction reflects perceived service quality, price/quality tradeoffs, personal

and situational factors

Research shows links between customer satisfaction and a firms financial

performance

Amity Business SchoolCustomer Delight:

8/22/2019 Module - I SM

69/82

yCustomer Delight:

Going Beyond Satisfaction

Research shows that delightis a function of 3 components

Unexpectedly high levels of performance

Arousal (e.g., surprise, excitement)

Positive affect (e.g., pleasure, joy, or happiness) Is it possible for customers to be delighted by very

mundane services?

Progressive Insurance has found ways to positively surprise

customers with customer-friendly innovations and

extraordinary customer service


8/22/2019 Module - I SM

70/82

y

Elements of The Services Marketing Mix:

7Ps vs.the Traditional 4Ps

Rethinking the original 4Ps

Product elements

Place and time Promotion and education

Price and other user outlays

Adding Three New Elements

Physical environment

Process

People

Amity Business SchoolThe 7Ps:

8/22/2019 Module - I SM

71/82

The 7Ps:

(1) Product Elements

All Aspects of Service Performance that Create Value

Core product featuresboth tangible and intangible elements

Bundle of supplementary service elements

Performance levels relative to competition

Benefits delivered to customers (customers dont buy a hotel

room, they buy a good nights sleep)

Guarantees


8/22/2019 Module - I SM

72/82

The 7Ps:

(2) Place and Time

Delivery Decisions: Where, When, and How

Geographic locations served

Service schedules

Physical channels

Electronic channels

Customer control and convenience

Channel partners/intermediaries


8/22/2019 Module - I SM

73/82

The 7Ps:

(3) Promotion and Education

Informing, Educating, Persuading, and Reminding Customers

Marketing communication tools

media elements (print, broadcast, outdoor, retail, Internet, etc.)

personal selling, customer service

sales promotion

publicity/PR

Imagery and recognition

branding

corporate design

Content

information, advice

persuasive messages

customer education/training


8/22/2019 Module - I SM

74/82

The 7Ps:

(4) Price and Other User Outlays

Marketers Must Recognize that Customer Outlays InvolveMore than the Price Paid to Seller

Traditional Pricing Tasks

Selling price, discounts, premiums

Margins for intermediaries (if any)

Credit terms

I denti fy and M in imize Other Costs I ncurred by Users

Additional monetary costs associated with service usage (e.g., travel to service

location, parking, phone, babysitting,etc.)

Time expenditures, especially waiting

Unwanted mental and physical effort

Negative sensory experiences


8/22/2019 Module - I SM

75/82

The 7Ps:

(5) Physical Environment

Designing the Servicescape and providing tangibleevidence of service performances

Create and maintaining physical appearances

buildings/landscaping

interior design/furnishings

vehicles/equipment

staff grooming/clothing

sounds and smells

other tangibles

Select tangible metaphors for use in marketing communications

Amity Business School7Ps:

8/22/2019 Module - I SM

76/82

7Ps:

(6) Process

Method and Sequence in Service Creation and Delivery

Design of activity flows

Number and sequence of actions for customers

Providers of value chain components

Nature of customer involvement

Role of contact personnel

Role of technology, degree of automation


8/22/2019 Module - I SM

77/82

The 7Ps:

(7) People

Managing the Human Side of the Enterprise The right customer-contact employees performing tasks well

job design

recruiting/selection

training

motivation

evaluation/rewards

empowerment/teamwork

The right customers for the firms mission fit well with product/processes/corporate goals

appreciate benefits and value offered

possess (or can be educated to have) needed skills (co-production)

firm is able to manage customer behavior


8/22/2019 Module - I SM

78/82

Managing the 7Ps Requires Collaboration between Marketing,

Operations, and HR Functions

Customers

Operations

ManagementMarketing

Management

Human Resources

Management

Amity Business SchoolWhy Study services?

8/22/2019 Module - I SM

79/82

Why Study services?

Which is the worlds most service dominated

economy? --------

Services dominated the economy in most nations.

Understanding services offers you competitive advantages.

Importance of service sector in economy is growing rapidly.

Services accounts for the 60% of the worlds GDP.

All economies has substantial service sector.

Most new employment is provided by the services.

Strongest growth area for marketing.

79


8/22/2019 Module - I SM

80/82

Estimated size of the service sector in some

countries as a percentage of GDP

80


8/22/2019 Module - I SM

81/82

India--------------48% of GDP

China-------------33% of GDP

81


8/22/2019 Module - I SM

82/82

Module - I SM

Documents