Features Of Service Marketing

  • Features of Service Marketing

    Features of Service marketing for a company: Service offerings have four distinctive characteristics: intangibility, inseparability, variability and perish ability which makes service marketing different from the product marketing. So keeping in mind, the above characteristics of service offerings, we can say that service marketing should embed following features for any company to become brand in the respective service sector. 1. Customer Relationship: Providing the best services to the potential

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  • Service Marketing

    NEW DELHI INSTITUTE OF MANAGEMENT SERVICE MARKETING COMPARATIVE STUDY OF THE VARIOUS PIZZA OUTLETS TABLE OF CONTENTS Topic | Page number | 1. Executive summary | 2 | 2. Introduction to fast food | 3 | 3. Introduction to pizza | 5 | 4. Domino’s Pizza | 7 | 5. Pizza Hut | 10 | 6. Papa John’s | 13 | 7. Comparative study based on 7P’s | 15 | 8. Key Findings | 17 | 9. Recommendations | 18 | 10. Bibliography | 19 | EXECUTIVE SUMMARY TITLE:

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  • Service Marketing

    sagepub.com/ A Multicultural Service Sensitivity Exercise for Marketing Students Mark S. Rosenbaum, Ioana Moraru and Lauren I. Labrecque Journal of Marketing Education published online 4 October 2012 DOI: 10.1177/0273475312461257 The online version of this article can be found at: http://jmd.sagepub.com/content/early/2012/10/03/0273475312461257 Published by: http://www.sagepublications.com Additional services and information for Journal of Marketing Education can be found at: Email

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  • Service Marketing

    Services marketing Service-Based-Business Marketing Plan Frito-Lay is the undisputed chip champ of North America. The company makes some of the best-known and top-selling savory snacks around, including Cheetos, Doritos, Lay's, Ruffles, and Tostitos. On the sweet side, Frito-Lay also makes Grandma's cookies, Fun Yuns onion-flavored rings, Cracker Jack candy-coated popcorn, and Smart food popcorn. It also offers Fun Yuns onion-flavored rings, Smart food popcorn, and a line of chips made with the

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  • Service Marketing

    2012 Gaps Model of Service Quality Perceived Service Expected Service CUSTOMER COMPANY Customer Gap GAP 1 GAP 2 GAP 3 External Communications to Customers GAP 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations * Customer Gap:- difference between expectations and perceptions * Provider Gap 1:- not knowing what customers expect * Provider Gap 2:- not having the right service designs and standards

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  • Service Marketing

    QUESTION 1 a) How has the development of self-service technologies affected services marketing strategies? Give TWO explanations. When developing a service marketing strategies we need to extend the marketing mix by adding three additional Ps associated with service delivery – process, physical environment and people. Collectively, the total seven elements of service marketing represent the ingredient required to create viable strategies for meeting customer needs profitable in a competitive

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  • Services Marketing

    Starbucks: Delivering Customer Service Case Study, BEP 430 Marketing 20030059 Dong-ock Kim1, 20030071 Min-geuk Kim2, 20040054 Keehyung Kim3, 20040535 Yohan Jo4, 20076006 Huang Qiuling5, 20076035 Dorjsuren Bayarmaa6 Marketing Team A1 2 3 4 5 6 erst_licht99@hotmail.com1, kmg0702@hanmail.net2, keehyoung@gmail.com3, zukjimote@gmail.com4, sharlin_huangqiuling@hotmail.com5, gordok_88@yahoo.com6 Professor: Wonjoon Kim Date submitted: May 7, 2007 TO: Day, vice president of administration in

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  • Services Marketing

    atau Kelompok Jasa Menurut Paul D. Converse at.al yaitu : 1. Personalized service : Jasa ini sangat bersifat personal yang tidka dapat dipisahkan dari orang yang menghasilkan jasa tersebut. Oleh sebab itu pelayanannya haruslah langsung ditangani sendiri oleh produsennya. Misalnya: barber shop (tukang cukur) 2. Financial service : Banking service (bank) Insurance service (asuransi) Investement service( lembaga penanaman modal ). 3. Public utility and transportation sevice : Perusahaan

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  • Service Marketing

    Q1.1 Each of the 5 Service Quality Dimensions makes an extra addition to the level and quality of service which the company offers their customers. It also makes the service far more unique and satisfying. Dimension 1 - tangibles; The tangible Service Quality Dimension refers to the appearance of the physical surroundings and facilities, equipment, personnel and the way of communication. In other words, the tangible dimension is about creating first hand impressions. A company should want

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  • Marketing Services Ebay Customer Service

    Part 1 Dissatisfying Service incident 2 * Circumstances Leading to the Incident 2 * What Occurred During the Incident 2 * What made the Incident dissatisfying 3 * What could or should have been done differently 3 Part 2 Critical Incident Analysis 4 * The customer gap 4 * Type of encounters that occurred 4 * Source of displeasure/pleasure 4 * Dimensions of the servqual scale 5 * Reliability 5 * Responsiveness

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  • Service Marketing

    brand audit provides an analysis of an organization¶sbrand and its brand management and marketing effectiveness. It assesses abrand¶s strengths, weaknesses, opportunities, and threats. It identifies brandgrowth opportunities including those achieved by brand repositioning and brandextension. The audit should result in recommendations to improve brand equity,brand positioning, and brand management and marketing effectiveness.Relatingto this case study, Rolex is one of the most recognized luxury brands

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  • Services Marketing

    Services marketing “service watch assignment” Article headline: Fairland’s Finest (Great security service management by Beagle Watch) Summary and key points of article: * Author ‘Jeanrique Snyman’ writes about how Beagle Watch was featured on the news for their top notch security services particularly in the Fairland’s area. * What was specifically impressive was Beagle Watch’s ability “to catch fleeing criminals before they were able to get away.” * Dave Casey spoke at the launch of Beagle

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  • Service Marketing

    Assignment Two Word Count - 1261 142588 Service Encounters are an integral part of marketing; this essay will focus on and attempt to explain what a service encounter is and why it is important for it to be managed, whilst also outlining the factors that influence the behavior of customers before, during and after the encounter. For the purposes of this essay a Service Encounter will be defined as a transactional interaction where a person provides a good or service to another person, often described

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  • Service Marketing

    to design a new service or redesign an existing one based upon our newly acquired services marketing expertise. To have a good understand about the Service Marketing subject we thought to design a new service organization hypothetically using the knowledge that we gathered over the last semester. It’s a restaurant with some modifications to the traditional way of doing a restaurant. Upon designing the service, we have analyzed the market segments, target markets, service marketing mix (7 P’s) and

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  • Service Marketing

    • Product • Price • Place • Promotion • People • Process • Physical evidence Persona Services marketing mix: 1. Product: persona sells everything that enhances beauty of both male and female. Persona has separate units for male and female customers: Persona Adams and Persona Beauty Parlor. Along with that Spring Spa and Gym ensures Beauty of face, body and mind. Various services designed and monitored by experts ensure maximum quality. Persona helps flourish natural beauty as well

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  • Service Marketing

    Price The core product offered by Berjaya Air is air-transport service. Airfare that offered by Berjaya Air is under the economy cabin, to make sure the price is affordable for all customers. Besides that, Berjaya Air provided one way or returns airfare; return airfare fees will be double from one way airfare. As you can see from the appendix, this company provide a latest period for air flight timetable, and this timetable will renew the timetable which pass the period already. Berjaya Air establishes

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  • New Updates for Service Pack Features

    any time is called a __failover cluster________. 3. The Windows Server 2008 feature that enables end users to store copies of server-based documents on a local drive is called _offline files_________. 4. The servers in a network load balancing cluster continually exchange status messages called ________heartbeats__. 5. Windows Server 2008 servers can maintain multiple versions of a volume’s files using a feature called __shadow copies________. 6. The process by which servers are automatically

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  • Service Marketing

    any organization and must be based on determining the best was to support the competitive priorities of the enterprise. PROCESS CHOICE The first choice typically faced in process management is that of process choice. Manufacturing and service operations can be characterized as one of the following: 1. Project 2. Job Shop 3. Batch Flow 4. Line Flow 5. Continuous Flow The nature of these processes are discussed below and summarized in the manufacturing product-process matrix

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  • Service Marketing

    [pic] SERVICES MARKETING Assignment 1. What are the different scales used to measure service quality? Distinguish between SERVQUAL Scale and SERVPERF Scale? Which one is still dominating in services? Ans. SERVQUAL or RATER is a service quality framework. SERVQUAL was developed in the mid-1980s by Zeithaml, Parasuraman & Berry. SERVQUAL means to measure the scale of Quality in the service sectors. The service quality model or the ‘GAP model’ developed by a group of authors- Parasuraman

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  • Service Marketing

    24, 2010 Service Encounter themes with San Flora Express Recovery Satisfactory I ordered a bouquet from San Flora Express and paid for same day service but the wrong bouquet was delivered a day later. The customer service manager called back to apologize and advise me about the delay and sent a gift basket on the delivery day, sent an upgrade to the floral arrangement the following day and this was done without any additional charges. Dissatisfactory The customer service representative

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  • Service Marketing

    materials I have gathered allow me to make proper judgments in evaluating the quality of service encounters I have had in the past few months which encompass services that I was thrilled with and a few that were not so satisfying. In the modern era, service quality in a firm is tremendously crucial by measuring the changing scenarios between customers’ expectations and perceptions. Worst Service Encounter The worst service encounter that I have experienced in the past few months was at Taipan USJ True Fitness

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  • Service Marketing

    Module title: Service Marketing The Accra Beach Hotel The Accra Beach Hotel is situated on the Caribbean Island of Barbados which is a popular holiday destination. The country’s main economic drivers are tourism, offshore banking and financial services sector that explain visitors’ profile. In 2010 Barbados received 532,180 tourists among those UK, USA and Canada were the main one 181,054, 134,969 and 72,345 respectively. (Appendix 1) Since Barbados in the past was a British colony, UK tourists

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  • Services Marketing

    European Journal of Social Sciences – Volume 16, Number 2 (2010) Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing C.N. Krishna Naik Head & Chairman, Board of Studies, Sri Krishna Devaraya Institute of Management Sri Krishna Devaraya University, Anantapur, Andhra Pradesh, India E-mail: profkrishnanaik@gmail.com Swapna Bhargavi Gantasala Assistant Professor, Aurora’s P.G. College Ramanthapur, Hyderabad E-mail: sappusunnyankith@gmail.com Gantasala V. Prabhakar Director

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  • Service Marketing

    European Journal of Social Sciences – Volume 16, Number 2 (2010) Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing C.N. Krishna Naik Head & Chairman, Board of Studies, Sri Krishna Devaraya Institute of Management Sri Krishna Devaraya University, Anantapur, Andhra Pradesh, India E-mail: profkrishnanaik@gmail.com Swapna Bhargavi Gantasala Assistant Professor, Aurora’s P.G. College Ramanthapur, Hyderabad E-mail: sappusunnyankith@gmail.com Gantasala V. Prabhakar Director

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  • Service Marketing

    Service marketing environment Hospital industry * Intangibility:- Health care services being highly intangible, to beat this intangibility the irony of modern marketing take place such as use of more tangible feature to make things real and believable. * Inconsistency:-Quality of service offered differs from one extreme to another. This is because of total dependence on human interactivity or playing human nature, i.e because human beings can never mechanize or replicate themselves. *

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  • Service Marketing

    Company Profile Company Name: Walton hi-tech industries ltd. Business Type: Manufacturer, Trading Company Product/Service: Smartphone, Television, Refrigerator, Freezer, Motorcycle Address: 10, Dilkusha C / A Dhaka-1000 Number of Employees: Above 1000 People Year Established:

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  • Service Marketing

    [pic] CONTENTS: INTRODUCTION OF HaiDiLao 2 <PART ONE>SERVICE 2 CHAPTER Ⅰ-----SMILE SERVICE 2 CHAPTERⅡ-----WAITING SERVICE 2 CHAPTER Ⅲ-----NUANCED SERVICE 3 CHAPTER Ⅳ-----SPECIAL SERVICE 3 CHAPTER Ⅴ----CREATIVE SERVICE 4 CHAPTER Ⅵ-----CONCLUSION OF SERVICE 4 <PART TWO>MANAGEMENT INTRODUCTION OF MANAGEMENT 6 CHAPTER Ⅰ-----FAIRNESS & BELONGINGNESS 7 CHAPTER Ⅱ-----EMPOWERMENT & ENTHUSIASM 7 CHAPTER Ⅲ-----NICER PROMOTION CHANNEL 7 CHAPTER Ⅳ-----UNIQUE PERFORMANCE APPRAISAL 8 CHAPTER

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  • Service Marketing

    NIMS UNIVERSITY RAJASTHAN, JAIPUR JANUARY 2015 (TERM 1) Master of Business Administration (Marketing Management) 2nd Year Services Marketing Maximum Marks: 70 Duration: 03 Hours Instructions: 1. This paper is divided into 3 sections – A, B and C. 2. Section A consists of 10 questions of 1 mark each. All questions in Section A are compulsory. 3. Section B consists of 7 questions of 3 marks each. You must attempt ANY FIVE questions. 4. Section C consists of 5 questions of 15 marks

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  • Service Marketing

    17th November, 2014 Group 1 | MKT 431BRAC Business School, BRAC University. | Service Report on the Service Marketing Practices of Holy Family Red Crescent Medical College Hospital | Service Report on the Service Marketing Practices of Holy Family Red Crescent Medical College Hospital | SERVICE REPORT ON THE SERVICE MARKETING PRACTICES OF HOLY FAMILY RED CRESCENT MEDICAL COLLEGE HOSPITAL (HFRCMCH) Submitted To DR. MOHAMMED TAREQUE AZIZ Associate Professor and EMBA Coordinator BRAC Business

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  • Marketing of Service

    and Twitter so that people in sub-urban area can notice and try it out. 5.2. Customer Expectations and Perceived Benefits Consumers often measure the risks and attributes and create expectations about the performance of the chosen product and services (Lovelock, Patterson &amp;Wirtz 2011). Every consumer has different demand for their life, so they also have different expectation. In this case, the target market come to J-Bento restaurant because it is located in Victoria Park where is near schools

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  • Service Marketing

    University of Chester MBA Management in the Service Economy (BU 7734) Cohort 11 Assessment This assessment is in THREE PARTS and consists of: 1) Activity 1: Service Encounter Diary (1,000 words) Worth 25% of overall module grade. Submission is online ONLY via Turnitin by 12.00pm Friday 29th May 2015. 2) Activity 2: Strategic Service Marketing in context (1,000 words) Worth 25% of overall

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  • Service Marketing

    SERVICES MARKETING : CHAPTER – 2 Consumer Behaviour in Services Marketing INTRODUCTION : In this chapter we’ll study Consumer Behaviour (CB). This is defined as the actions & beliefs that guide a person to purchase a particular product or service. The emphasis on services by companies across the worlds has lead to a growth in the expectations of customers today. The customer seeks customised services at his doorstep & is himself involved in defining the kind of service he expects. The purchase

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  • Service Marketing

    Ahmedabad PGDM Trimester IV (Batch 2010-12) Continuous Evaluation in Service Marketing Submitted By: Pooja Iyer 1011012006 PREFACE This report is written so that an understanding of jawed habib can be understood easily. This report is designed to provide a comprehensive introduction to the above mentioned firm. This is a sales report and so covers only the general information regarding the firm and its services. The report also touches upon the competitor’s knowledge, customer’s knowledge

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  • Service Marketing

    quality service and to deliver a service matching perfectly customers’ expectations. The gap model of service quality, developed by V.A Zeithmal, A. Parasuraman and L.L Berry, in Delivering Quality Service: Balancing Customer Perceptions and Expectations, will help us to understand how Jyske Bank managed to close the gap between customers’ expectations and perceptions (the customer gap). Briefly, the gap model states that an organization will improve its quality service and its services marketing

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  • Services Marketing

    THE MARKETING PLAN IMPROVING YOUR COMPETITIVE EDGE A Marketing Plan is a written strategy for selling the products/services of a new business. It is a reflection of how serious a company is in meeting the competition head on, with strategies and plans to increase market share and attract customers. An effective Marketing Plan is backed by carefully collected market, consumer and competitor information, sometimes citing professional advice. Why Prepare a Marketing Plan? A good Marketing Plan

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  • Services Marketing

    The Broadstripe Service Guarantee Jochen Wirtz and Sven Tuzovic CASE STUDY C AS E 20 Cable companies traditionally focused on discounts for bundles of TV, Internet, and phone plans to win new customers instead of delivering great customer service. Broadstripe, a small cable company, launched a service guarantee with the aim of becoming the best-in-class service provider. Twenty months after the launch, Broadstripe’s management was reviewing the performance of the guarantee and had

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  • Service Marketing

    utility companies hold a share in Trianel Kohlekraftwerk Lünen GmbH & Co. KG. Advanced steam parameters (280 bar / 600 °C / 610 °C), a net efficiency above 45 % (LHV basis, hard coal), and specific CO2 emissions well below 800 g/kWh are characteristic features of this turnkey project which reflects the state-of-the-art in USC power plant technology. Experiences gathered in the development and execution of this advanced coal-based power plant project in Germany will be summarized from a customer and

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  • Service Marketing

    jobs. They were the kindest customer service people I had come into contact with in a long time. At first, I was feeling happy because they made me feel happy when I walked through the door. After doing what I did and I left, I had my head down and upset that I lied to those happy people although they tried to make me feel like I was family being there. This experience relates strongly to service marketing because of the seven P’s in the service marketing mix. The product was the card. I had

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  • Service Marketing

    www.ccsenet.org/ijms International Journal of Marketing Studies Vol. 2, No. 2; November 2010 Impact of Service Orientation on Frontline Employee Service Performance and Consumer Response Rong-Da Liang Department of Marketing and Logistics Management, National Penghu University No.300, Liuhe Rd., Magong City, Penghu County 88046, Taiwan, R.O.C Tel: 886-6-926-4115 Ext: 5522 E-mail: rdliang@npu.edu.tw Hsing-Chau Tseng Graduate School of Business and Operations Management, Chang Jung Christian

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  • Services Marketing

    SERVICE MARKETING Baru-baru ini muncul sebuah fenomena pemikiran bahwa sektor jasa pantas untuk didiskusikan dan diteliti lebih lanjut. Para ahli ekonomi awalnya menganggap enteng akan bidang jasa, karena mereka menganggap jasa adalah hal yang kurang produktif, dan tidak memiliki peranan apapun pada bidang ekonomi. Hal produksi dapat dibagi menjadi dua, yaitu produksi yang dapat mendapatkan hasil yang tangible (contohnya dalam sektor agrikultur dan manufaktur, di mana hasil produksi dapat

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  • Service Marketing

    Assignment (70%) | Module’s Information: | Module | MKT3213 Services Marketing (4cr) | Session | APR 2016 | Programme | B.A.(HONS) IN MARKETING | Lecturers | Syed Izzaddin Syed Jaafar | | Email: syedizzaddin.jaafar@newinti.edu.my | Room: Room 5, Level 7, Block A | Coursework Type | Individual Assignment | Percentage | 70% out of 100% | Hand-out Date | WEEK 2 | Due Date | WEEK 12 | Topic (state Company and Service) : | Student’s Declaration: | I declare that: 0 I understand

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  • Service Marketing

    This proposal is meant to prove that Get Konnected! understands the needs of both students and administrators. When marketing the event, Get Konnected! should work with schools to post marketing materials in class buildings with high foot traffic and start an email marketing campaign through its own email account, in order to get rid of white noise to students. The tone of marketing materials needs to be semi-casual, and industry specific. This way, students will not feel intimidating, and relevant

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  • Service Marketing

    their talent pool. But it's not going to be enough, as we'll see when we dig deeper. Posted at 09:43 PM in Economic, Environment, Legal, Politics, Social, Technology | Permalink TrackBack TrackBack URL for this entry: http://www.typepad.com/services/trackback/6a00d8341c7c7353ef01156f82ceff970b Listed below are links to weblogs that reference Pestle Summary China: Comments You can follow this conversation by subscribing to the comment feed for this post. Great thread. China is the most populated

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  • Service Marketing

    [pic] OUM BUSINESS SCHOOL ASSIGNMENT SUBMISSION AND ASSESSMENT ________________________________________________________________________ BMMK5103 MARKETING MANAGEMENT MAY 2015 ________________________________________________________________________ INSTRUCTIONS TO STUDENTS 1. This assignment contains question that is set in English. 2. Answer in English only. 3. Your assignment should be typed using 12 point Times New Roman font and 1.5 line spacing. 4. You must submit

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  • Services Marketing

    Services Marketing Name: Instructor: Task: Date: A service is an act, performance, process or activity that occur during interactions with a person or, machine that provides full satisfaction of a customer’s needs. This is because the customers ideally buy a performance which ought to be staged performed and managed. Contemporarily, there are diverse services (Gilmore, 2003). These include business to business and consumer services. Examples of services include those offered by restaurants

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  • Services Marketing

    Services have special characteristic and service quality can vary. Therefore, satisfaction is harder to achieve and service recovery and customer’s retention is key service management tasks. ervices have special characteristic and service quality can vary. Therefore, satisfaction is harder to achieve and service recovery and customer’s retention is key service management tasks. -------------------------------------------------------------------------------------------------------------------------------------

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  • Services Marketing

    European Journal of Marketing Emerald Article: The Marketing of Services: Managing the Intangibles Angela M. Rushton, David J. Carson Article information: To cite this document: Angela M. Rushton, David J. Carson, (1989),"The Marketing of Services: Managing the Intangibles", European Journal of Marketing, Vol. 23 Iss: 8 pp. 23 - 44 Permanent link to this document: http://dx.doi.org/10.1108/EUM0000000000582 Downloaded on: 09-05-2012 Citations: This document has been cited by 11 other documents

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  • Service Marketing

    flow. An entrepreneur needs it to buy inventory, pay for services, promote and market your business, repair and replace tools and equipment, and payment; so that he can continue the work. Therefore, all home business owners must become wise money managers to ensure that the cash keeps flowing and the bills get paid. There are two aspects to wise money management. 1. The money we receive from clients in exchange for goods and services he provides (income) 2. The money he spends on inventory

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  • Service Marketing

    AND MANAGING SERVICES PROCESSES Flowcharting Customer Service Processes Processes describe the method and sequence in which service operating systems work and specify how they link together to create the value proposition promised to customers. In high-contact services, customers are an integral part of the operation, and the process becomes their experience. Badly designed processes are likely to annoy customers because they often result in slow, frustrating, and poor-quality service delivery. The

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  • Service Marketing

    DTH INDUSTRY | | Submitted by:Bishwajeet Jha Tushar ChhapadwalPavani GeethaKrishna Prasad | | | | | | HISTORY OF DTH SERVICE INDUSTRY The history of Indian Television dates back to the launch of Doordarshan, the country’s national television network in 1959. Television was then seen as a luxury item that could be afforded only by a chosen few. The transmission was in Black &amp; White. The 9th Asian games which were held in 1982 in the country’s capital New Delhi heralded

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