Sharma, S.P.. Service Marketing. : Global Media, . p 2 http://site.ebrary.com/id/10415210?ppg=2 Copyright Global Media. . All rights reserved.

. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 3 http://site.ebrary.com/id/10415210?ppg=3 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 4 http://site.ebrary.com/id/10415210?ppg=4 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 5 http://site.ebrary.com/id/10415210?ppg=5 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 6 http://site.ebrary.com/id/10415210?ppg=6 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 7 http://site.ebrary.com/id/10415210?ppg=7 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 8 http://site.ebrary.com/id/10415210?ppg=8 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 9 http://site.ebrary.com/id/10415210?ppg=9 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 10 http://site.ebrary.com/id/10415210?ppg=10 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 11 http://site.ebrary.com/id/10415210?ppg=11 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 12 http://site.ebrary.com/id/10415210?ppg=12 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 13 http://site.ebrary.com/id/10415210?ppg=13 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 14 http://site.ebrary.com/id/10415210?ppg=14 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 15 http://site.ebrary.com/id/10415210?ppg=15 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 16 http://site.ebrary.com/id/10415210?ppg=16 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 17 http://site.ebrary.com/id/10415210?ppg=17 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 18 http://site.ebrary.com/id/10415210?ppg=18 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 19 http://site.ebrary.com/id/10415210?ppg=19 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 20 http://site.ebrary.com/id/10415210?ppg=20 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 21 http://site.ebrary.com/id/10415210?ppg=21 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 22 http://site.ebrary.com/id/10415210?ppg=22 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 23 http://site.ebrary.com/id/10415210?ppg=23 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 24 http://site.ebrary.com/id/10415210?ppg=24 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 25 http://site.ebrary.com/id/10415210?ppg=25 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 26 http://site.ebrary.com/id/10415210?ppg=26 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 27 http://site.ebrary.com/id/10415210?ppg=27 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 28 http://site.ebrary.com/id/10415210?ppg=28 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 29 http://site.ebrary.com/id/10415210?ppg=29 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 30 http://site.ebrary.com/id/10415210?ppg=30 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 31 http://site.ebrary.com/id/10415210?ppg=31 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 32 http://site.ebrary.com/id/10415210?ppg=32 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 33 http://site.ebrary.com/id/10415210?ppg=33 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 34 http://site.ebrary.com/id/10415210?ppg=34 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 35 http://site.ebrary.com/id/10415210?ppg=35 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 36 http://site.ebrary.com/id/10415210?ppg=36 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 37 http://site.ebrary.com/id/10415210?ppg=37 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 38 http://site.ebrary.com/id/10415210?ppg=38 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 39 http://site.ebrary.com/id/10415210?ppg=39 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 40 http://site.ebrary.com/id/10415210?ppg=40 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 41 http://site.ebrary.com/id/10415210?ppg=41 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 42 http://site.ebrary.com/id/10415210?ppg=42 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 43 http://site.ebrary.com/id/10415210?ppg=43 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 44 http://site.ebrary.com/id/10415210?ppg=44 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 45 http://site.ebrary.com/id/10415210?ppg=45 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 46 http://site.ebrary.com/id/10415210?ppg=46 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 47 http://site.ebrary.com/id/10415210?ppg=47 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 48 http://site.ebrary.com/id/10415210?ppg=48 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 49 http://site.ebrary.com/id/10415210?ppg=49 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 50 http://site.ebrary.com/id/10415210?ppg=50 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 51 http://site.ebrary.com/id/10415210?ppg=51 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 52 http://site.ebrary.com/id/10415210?ppg=52 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 53 http://site.ebrary.com/id/10415210?ppg=53 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 54 http://site.ebrary.com/id/10415210?ppg=54 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 55 http://site.ebrary.com/id/10415210?ppg=55 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 56 http://site.ebrary.com/id/10415210?ppg=56 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 57 http://site.ebrary.com/id/10415210?ppg=57 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 58 http://site.ebrary.com/id/10415210?ppg=58 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.

Sharma, S.P.. Service Marketing. : Global Media, . p 59 http://site.ebrary.com/id/10415210?ppg=59 Copyright Global Media. . All rights reserved. May not be reproduced in any form without permission from the publisher, except fair uses permitted under U.S. or applicable copyright law.