LAL BAHADUR SHASTRI INSTITUTE OF

MANAGEMENT, DELHI
PGDM Trimester IV
Course Code: 124206 Course Title: Marketing of Services
Academic Session: 2014-2015 Instructor: Prof. o!eeta "#atter$ee
COURSE O!ECT"#ES:
Ser%ices are &ecomin' t#e dominant economic dri%er in t#e Indian econom! and are critica( for
com)etiti%e ad%anta'e in com)anies from a(( industria( sectors. Due to t#eir uni*ue
c#aracteristics+ ser%ice or'ani,ations -e.'.+ &an.s+ educationa( institutions+ #os)ita(s+ #ote(s+
)rofessiona( ser%ices+ trans)ortation firms/ #a%e uni*ue mar.etin' c#a((en'es t#at 0arrant
s)ecia( attention. Ser%ices are a(so uni*ue in t#at t#eir desi'n and de(i%er! de)ends on c(ose
coordination amon' mar.etin'+ o)erations mana'ement+ information tec#no(o'!+ and #uman
resources. As a resu(t+ effecti%e ser%ices mar.etin' strate'! must &e interdisci)(inar! in nature.
T#is course endea%ors at ena&(in' students to a))(! mar.etin' conce)ts and )rinci)(es to t#e
uni*ue c#a((en'es and o))ortunities of ser%ices mar.etin' to create customer %a(ue.
$earning O%&ectives
T#is course &ui(ds on mar.etin' conce)ts from ot#er courses to ma.e t#em s)ecifica((!
a))(ica&(e in ser%ice industries and 0i(( a(so focus on t#e ro(e of ser%ice as a )rimar! source of
com)etiti%e ad%anta'e for &ot# ser%ice and nonser%ice or'ani,ations. T#e s)ecific (earnin'
o&$ecti%es of t#is course is to:
A))reciate t#e differences &et0een ser%ices and )#!sica( 'oods and understand #o0
t#ese differences trans(ate into strate'ic direction.
1earn #o0 t#e measurement and ana(!sis of customers2 e3)ectations and )erce)tions of
ser%ice *ua(it! are critica( to t#e effecti%e mana'ement and mar.etin' of ser%ices.
4eco'ni,e t#e %ita( ro(e t#at ser%ices )(a! in t#e Indian econom! and its future
5e() students &ecome )roficient in ana(!,in' and $ud'in' t#e merits of ser%ices
mar.etin' strate'ies and assist in ma.in' strate'ic decisions in &ot# &usiness and
consumer ser%ice industries.
Ana(!,e t#e ro(e of )#!sica( e%idence in ser%ice de(i%er! and #o0 t#is e%idence must &e
mana'ed to create an effecti%e ser%ice en%ironment.
6nderstand t#e ramifications of ser%ice fai(ure and t#e &enefits of ser%ice reco%er!
strate'ies.
6nderstand t#e im)ortance of .ee)in' 'ood current customers and findin' 'ood future
customers.
Ma.e students sensiti%e to t#e im)ortance of inte'ratin' mar.etin'+ o)erations and
#uman resource mana'ement for an effecti%e ser%ice s!stem.
COURSE CO'TE'TS
Module 'o Session To(ics ) Reading*s
" 1+, Understanding Service Markets- .roducts and Custo/ers
7ature 8 conce)t of ser%ices mar.etin'9 Distincti%e
mar.etin' c#a((en'es of ser%ices. Ser%ices mar.etin' mi3 and
t#e e3tended P2s.
Mar.etin' in a ser%ice econom!9 Producti,in' ser%ices 8
&randin' t#e ser%ice e3)erience9 T#e :(o0er of Ser%ice.
T#e S;4V6"TI<7 Mode(
Readings:

Victoria Tifft =Producti,in' !our ser%ice (ine: >#! it
#e()s to t#in. of !our com)an!2s ser%ices as tan'i&(e
)roducts+? Smart Business Akron/ Canton+ Marc#
2012.
@em)+ ;(!ria+ i((a)a((i+ 4a%i 8 Aecerra+ ;nri*ue+
=5ea(t#care Arandin': De%e(o)in' ;motiona((! Aased
"onsumer Arand 4e(ations#i)s+? ourna( of Ser%ices
Mar.etin'. 2014+ Vo(. 2B Issue 2+ )12C-1DE. 12)
"" 4+0 1ocus on Consu/ers
"onsumer Ae#a%iour in Ser%ice Settin'9 6nderstandin'
e3)ectations and )erce)tions t#rou'# M4. "reatin' 8
Desi'nin' "ustomer ;3)erience.
Discussion: =1istenin' "ustomers t#rou'# Socia(
Media+? (Ref: Services Marketing Integrating
Customer Focus Across the Firm, Zeithaml, Bitner,
remler ! "an#it, $
th
%#&
Readings:
onas 5o(m*%ist+ ="onsumer (an'ua'e )references in
ser%ice encounters : a cross-cu(tura( )ers)ecti%e+?
Managing Service 'ualit( Vo(. 21 7o. 2+ 2011)). 1EB-
1F1) ;mera(d Grou) Pu&(is#in' 1imited0FC0-
452FD<I 10.110BG0FC0452111111D45C
"#ao 5ua-1i and 5sien Ain >an'+ =;3)(orin' t#e
4e(ations &et0een Ser%ice Hua(it! and "onsumer
Ae#a%iors-A case stud! of B5I" Aa.er! "afJ from
Tai0an9?Internationa( ourna( of <r'ani,ationa(
Inno%ation. >inter2014+ Vo(. C Issue D+ )D1-41. 11).
""" 6+2 "/(le/enting .rofita%le Strategies
Im)ro%in' ser%ice *ua(it! and )roducti%it! strate'ies9 T#e
GAPs Mode(-A too( to identif! and correct ser%ice *ua(it!
)ro&(ems9 "om)(aint mana'ement9 Ser%ice Guarantee and
Ser%ice 4eco%er!9 "ustomer ser%ice )rocess redesi'n9 THM
Too(s A))(ica&(e to Ser%ices9 Im)ortance of Ser%ice Hua(it!:
;conomics of "ustomer 4etention
Discussion on : =een 5aan? 5P Gas- Promise Ka#i
>ei'#t Sa#i (Ref: Services Marketing Integrating
Customer Focus Across the Firm, Zeithaml, Bitner,
remler ! "an#it, $
th
%#&
Readings:
4e,a,ade#+ Ma$idVa#idian9 Ka'#ou&i+ 7our-
Mo#ammad9 7i.oofar+ Morte,a* 4e%ie0 of
S)ort Ser%ice Hua(it! &! S;4VH6A1 Mode( -A "ase
Stud!/ Inter#isci+linar( ,ournal of Contem+orar(
Research in Business9 A)r2011+ Vo(. 2 Issue 12+ )1ED-
1B1+.

L#ou+Kuan!uan95uan'+Min3ue9 Tsan'+ A(e3 S.1.

L#ou+ 7an9 34eco%er! strate'! for 'rou) ser%ice
fai(ures- T#e interaction effects &et0een reco%er!
modes and reco%er! dimensions.? ;uro)ean ourna(
of Mar.etin'. 201D+ Vo(. 4E Issue B+ )11DD-115C. 24).
"# 4+10 Managing .eo(le: 5eliver6 ) .erfor/ance
Mana'in' Peo)(e for Ser%ice Ad%anta'e : ;m)(o!ees ro(e in
ser%ice de(i%er!9 "ustomers2 ro(e in ser%ice reco%er!9
Ac#ie%in' Ser%ice ;3ce((ence &! 'ettin' t#e ri'#t 54 for
ser%ices9 "o-creation9 "ro0dsourcin'9 ;m)(o!ee 4e(ations#i)
Mana'ement -;4M/ Interna( Mar.etin'9 Mana'in' Ser%ice
Promises
Discussion: ="o creation and "ustomer2s 4o(es and
en'a'ement in Ser%ice De(i%er!? (Ref: Services
Marketing Integrating Customer Focus Across the
Firm, Zeithaml, Bitner, remler ! "an#it, $
th
%#&
Readings:
Le!no) Ton+ -2012/ =Some com)anies are in%estin' in
t#eir 0or.ers and rea)in' #ea(t#! )rofits+? 5ar%ard
Ausiness 4e%ie0+ anura!-:e&ruar! 2012+ P 125-1D1
Mei$u 5uan'9 Mei-Ken "#en =Interna( Mar.etin'+
"ustomer <rientation and <rani,ationa( "ommitment:
Moderatin' ;ffects of >or. Status. Ps!c#o(o'ica(
4e)orts. Au'201D+ Vo(. 11D Issue 1+ )1B0-1FB. 1F).
# 11 5istri%ution in Services
De(i%erin' ser%ices t#rou'# intermediaries: P#!sica( and
e(ectronic c#anne(s9 "#a((en'es of distri&utin' ser%ices9
Mana'in' ca)acit! and demand
Readings
@(assen+@ennet#9. 4o#(eder+ T#omas 4. ="om&inin'
<)erations and mar.etin' to Mana'e "a)acit! and
Demand in Ser%ices+? Ser%ice Industries ourna(. A)r
2001+ Vo(. 21 Issue 2+ )1-D0. D0). 2 Dia'rams+ 4
"#arts+ D Gra)#s
#" 12+1, 7ligning Service 5esign) Standards
Ser%ice inno%ation 8 desi'n9 P#!sica( e%idence 8 t#e ser%ice-
sca)e9 Ser%ice A(ue)rintin'9 "ustomer defined standards
4o(e of tec#no(o'! in ser%ices
Reading
@uester+Sa&ine9 Sc#u#mac#er+ Moni.a9 ". Gast+
Aar&ara >or'u(+ Andreas9 =Sectora( 5etero'eneit! in
7e0 Ser%ice De%e(o)ment: An ;3)(orator! Stud! of
Ser%ice T!)es and Success :actors+? ourna( of
Product Inno%ation Mana'ement. Ma!201D+ Vo(. D0
Issue D+ )5DD-544. 12). 1 Dia'ram+ D "#arts.
#"" 14+10 Marketing Co//unication in Services
4e(e%ance of IM" in Ser%ices9 Positionin' G 4e-Positionin'
ser%ices in com)etiti%e mar.ets9 In%estin' in socia( media to
)romote and )osition ser%ices.
#""" 16+18 Relations9i( Manage/ent
Aui(din' "ustomer 4e(ations#i)s: 1istenin' to "ustomers
t#rou'# 4esearc#9 "4M and 1o!a(t! Pro'rammes9 >#ee( of
(o!a(t!9 Ana(!tics
Readings:
o#an 5u(tman and 4ic#ard ;.+ ="an t#ere on(! &e
oneM To0ards a )ost-)aradi'matic ser%ice mar.etin'
a))roac#+? International ,ournal of 'ualit( an#
Service Sciences Vo(. D 7o. 2+ 2011 )). 1CC-
1B0+;mera(d Grou) Pu&(is#in' 1imited+ 1E5C-CCFN
D<I 10.110BG1E5CCCF111114C0EB
"#oud#ur!+Musfi*9Mannan

5arri'an+ Pau(+ = "4M to
socia( "4M: t#e inte'ration of ne0 tec#no(o'ies into
customer re(ations#i) mana'ement.? ourna( of
Strate'ic Mar.etin'. A)r2014+ Vo(. 22 Issue 2+ )14F-
1EC. 2B). 2 Dia'rams+ 5 "#arts+ 1 Gra)#.
": 12+20 .resentation
Cases:
Star&uc.s: De(i%erin' "ustomer Ser%ice (Ref: Services Marketing, "eo+le, -echnolog(,
Strateg(, .ovelock, /irt0! Chatter1ee, "earson, 2
th
%#&
Video of Mum&ai Da&&a0a(a
5ome So(utions -India/1imited O @itc#en Section (Ref: Services Marketing Integrating
Customer Focus Across the Firm, Zeithaml, Bitner, remler ! "an#it, Mc ra3 4ill, $
th
%#&
Merit O Trac: A Test in ;%er!one2s 1ife (Ref: Services Marketing Integrating Customer
Focus Across the Firm, Zeithaml, Bitner, remler ! "an#it, Mc ra3 4ill, $
th
%#&
Aoo.m!S#o0.com (Ref: Services Marketing Integrating Customer Focus Across the
Firm, Zeithaml, Bitner, remler ! "an#it, Mcra3 4ill, $
th
%#&
Vote for India :(as# Mo&. A:AHS
Socia( Media Mar.etin' for 5ea(t# Insurance Industr!. A:AHS
Su&0a!2s Mar.etin' Strate'! in India (Ref: Services Marketing : 5 Rama Mohana Rao,
"earson, 6
n#
e#&
"o3 and @in's: Ser%ice 0it# a Difference (Ref: Services Marketing : 5 Rama Mohana
Rao, "earson, 6
n#
e#&
"#o.#i D#aani: An ;3)erience. A:AHS
<n(ine Air Tra%e(: ;3)edia <r&it, 8 Tra%e(o'! 1ead t#e Pac. (Ref: Services Marketing:
Bateson an# 4offman, Cengage .earning, 7
th
%#&
7ssign/ents
O%&ectives for 7ssign/ents
An under(!in' assum)tion of t#e ser%ices mar.etin' course is t#at students (earn &est and retain
more 0#en t#e! acti%e(! a))(! and 0or. 0it# t#e conce)ts )resented in t#e course materia(s
rat#er t#an sim)(! read a&out t#em or #ear t#e )rofessor ta(. a&out t#e ideas. T#e )ur)ose of
t#ese assi'nments is for !ou to a))(! conce)ts and too(s (earned in c(ass to rea( situations. In
'enera(+ eac# of t#e assi'nments 0i(( &e 'raded accordin' to t#e fo((o0in' criteria:
;%idence of understandin' and a&i(it! to a))(! course conce)ts
Hua(it! -de)t#+ creati%it!+ c(arit!/ of ana(!sis and e3)ression.
T#ere are t0o assi'nments in t#e course. T#e first is an indi%idua( assi'nment and t#e second
one 0i(( &e done in a team 0#ic# 0i(( inc(ude a )resentation to t#e c(ass. T#e t0o assi'nments
are descri&ed in detai( &e(o0:
7SS";'ME'T 1: Service Encounter Journal and Paper
T#e )ur)ose of t#is assi'nment is for !ou to understand and e%a(uate ser%ice encounters from
!our )ers)ecti%e as a customer. >e a(( #a%e a num&er of suc# encounters eac# 0ee.+ inc(udin'
-&ut not (imited to/ restaurants+ &an.s+ air(ines+ dr! c(eaners+ doctors+ dentists+ (i&raries+ tra%e(
a'encies+ )#one com)anies+ auto mec#anics+ and co)! centers. Durin' t#e first )art of t#e
semester+ !ou are to .ee) a P$ourna(P of !our ser%ice encountere3)eriences. T#e )ur)ose of t#is
$ourna( is to identif! sources of customer satisfaction and dissatisfaction 0it# ser%ices.
ourna( ;ntries. Kou 0i(( com)(ete ei'#t $ourna( entr! forms. ;ac# entr! 0i(( corres)ond to one
ser%ice encounter. Kour $ourna( ma! &e 0ritten -if !ou #a%e neat+ (e'i&(e #and0ritin'/ or t!)ed.
Ae sure to com)(ete(! ans0er t#e *uestions on t#e $ourna( entr! form. Kou ma! 0rite on t#e &ac.
of t#e form or attac# an additiona( )a'e if !ou need more room. Kour inc(usion of t#e im)ortant
detai(s of t#e ser%ice encounter 0i(( #e() in 0ritin' !our ser%ice encounter )a)er e3)(ained
&e(o0.
Tr! to record an assortment of encounters from a %ariet! of ser%ice industries -i.e.+ donQt do a((
restaurants/+ as 0e(( as some t#at !ou found satisf!in' and some t#at 0ere %er! dissatisf!in'. T#e
&est 0a! to com)(ete !our $ourna( is to fi(( out a form immediate(! fo((o0in' a )articu(ar
incident. Tr! to 0rite u) t0o ser%ice encounters )er 0ee.+ &e'innin' ri'#t a0a!+ &ecause 0e 0i((
&e discussin' t#em in c(ass.
Ser%ice ;ncounter Pa)er. T#e )ur)ose of t#e ser%ice encounter )a)er is to ana(!,e ser%ice
encounters from a customerQs )oint of %ie0. In !our ana(!sis+ &e sure to focus on (8ut not
necessaril( limit (ourself to& t#e Ga) mode(. T#is )a)er+ neat(! t!)e0ritten+ dou&(e-s)aced
)a'es+ 0i(( consist of t#ree )arts. In t#e first )art of t#e )a)er+ 0rite a&out t#e or'ani,ation from
!our $ourna( t#at #as t#e 3orst service of an! !ou encountered. Aased on !our readin' of t#e
te3t&oo. and issues 0e discussed in c(ass+ dia'nose t#e )ro&(em-s/ 0it# t#e ser%ice and t#en
recommend t#e most im)ortant actions mana'ement s#ou(d ta.e to im)ro%e t#e ser%ice. 6se
conce)ts from t#e c(ass to su))ort !our dia'nosis and su''estions. Ae se(ecti%e and focus on t#e
most im)ortant issues.
In t#e second )art of t#e )a)er+ 0rite a&out an or'ani,ation from !our $ourna( t#at is doin' an
e9cellent overall 1o8 of services marketing. A'ain+ &ase !our ana(!sis on t#e te3t&oo. and c(ass
discussions. Demonstrate !our .no0(ed'e of ser%ices mar.etin' conce)ts &! discussin' 0#at
t#is or'ani,ation does t#at ma.es it successfu(. In t#e t#ird )art of t#e )a)er+ )(ease descri&e t#e
lessons (ou learne# &! addressin' t#e fo((o0in' t0o*uestions:
>#at did !ou (earn from t#is assi'nment a&out !ourse(f as a consumerM
>#at did !ou (earn from t#is assi'nment t#at 0i(( #e() !ou &e a &etter mana'erM
To aid in &ot# !our dia'nosis of )ro&(ems and understandin' of 0#at is dri%in' e3ce((ent ser%ice+
it ma! #e() !ou+ 0#en )ossi&(e+ to s)end additiona( time o&ser%in' t#e ser%ice in action. Kou
mi'#t a(so ta(. 0it# a ser%ice mana'erGo0ner to 'et additiona( insi'#t into t#e ser%ice o)eration
from #isG#er )oint of %ie0. T#e )a)er 0i(( &e e%a(uated &ased on t#e fo((o0in': t#e de)t# and
su&stance of !our o&ser%ations+ !our discussed in c(ass andGor in !our readin's+ as 0e(( as t#e
*ua(it! of 0ritin'.
7ote: Gi%en t#e main )ur)ose of t#is assi'nment is to e%a(uate !our understandin' of course
conce)ts+ &e sure t#at !ou use ser%ices mar.etin' conce)ts in !our discussion.
Kour $ourna( entries s#ou(d &e inc(uded as an a))endi3 to !our )a)er.
7SS";'ME'T 2: Service Design Group Project
T#is 'rou) assi'nment 'i%es !ou t#e o))ortunit! to desi'n a ne0 ser%ice or redesi'n an e3istin'
ser%ice &ased on !our ne0(! ac*uired ser%ices mar.etin' e3)ertise and )ut to'et#er t#e
mar.etin' )(ans to (aunc# t#e ne0 ser%ice or ma.e t#e redesi'n c#an'es. T#ere are man! t#in's
to consider and decisions to ma.e 0#en desi'nin' a ne0 ser%ice. To &e com)(ete+ t#e )ro$ect
s#ou(d inc(ude t#e fo((o0in':
Kou s#ou(d descri&e 0#ic# mar.et se'ment-s/ !ou 0ant to tar'et and #o0 !ou 0ant !our
ser%ice to &e )ositioned re(ati%e to t#e com)etition. Kou s#ou(d )ro%ide $ustification for
0#! t#is ser%ice idea 0ou(d &e %a(ued &! !our tar'et and 0#! !our ser%ice 0i(( &e a&(e to
ser%e t#e needs of t#is 'rou) &etter t#an com)etitors -t#is ma! re*uire doin' )rimar! or
secondar! researc#/. Ae sure t#at !ou sufficient(! in%esti'ate com)etitors t#at e3ist.
P(ease inc(ude a S><T ana(!sis.
T#e .e! com)onents of !our ser%ice and a(( of !our tactic decisions -t#e E Ps/ s#ou(d
t#en &e &ased on t#e a&o%e mar.etin' strate'!.
In !our )(ans+ &e sure to inc(ude a t#orou'# descri)tion of t#e ser%ice and #o0 it 0i((
0or.. In order to fu((! descri&e t#e )rocesses in%o(%ed+ !ou s#ou(d i((ustrate t#e ser%ice
!ou #a%e created -or redesi'ned/ &! de%e(o)in' a &(ue)rint of !our )ro)osed ne0 ser%ice.
If !ou are redesi'nin' an e3istin' ser%ice+ !ou s#ou(d a(so inc(ude a &(ue)rint of t#e
ori'ina( ser%ice.
Kou s#ou(d use a))ro)riate ser%ices mar.etin' conce)ts to descri&e !our ser%ice and !our
)ro)osed mar.etin' strate'!.
Kou ma! not #a%e a(( of t#e information t#at !ou 0ou(d (i.e at !our dis)osa(+ es)ecia((! if
!ou are doin' a tec#no(o'!-oriented or >e&-&ased ser%ice. Do t#e &est !ou can and &e
sure to e3)(icit(! state an! assum)tions !ou are ma.in'. If t#ere is information t#at !ou
cannot find &ut 0ou(d 0ant to o&tain &efore startin' t#e ser%ice suc# as additiona(
consumer researc#+ com)etitor information+ cost information+ tec#no(o'!
ca)a&i(ities+etc.+ &e sure to s)ecif! t#at in !our )a)er.
An e3ecuti%e summar! t#at #i'#(i'#ts t#e .e! as)ects of !our ne0 ser%ice or redesi'n
s#ou(d a(so &e inc(uded.
Kour )a)er 0i(( &e e%a(uated &ased on t#e *ua(it! of !our $ustification for t#e decisions !ou ma.e
a&out !our ser%ice+ !our consistenc! in (in.in' mar.etin' strate'! and tactic decisions+ t#e de)t#
of .no0(ed'e a&out ser%ices mar.etin' !ou demonstrate &ased on !our discussion of course
conce)ts+ t#e (e%e( of detai( )ro%ided+ t#e *ua(it! of t#e 0ritin'+ and t#e )resentation. Kour re)ort
s#ou(d &e t!)ed and &e a ma3imum of 12 )a'es. Kou ma! )ut t#e &(ue)rint in an a))endi3 as
0e(( as an! ot#er re(ated materia(s t#at #e() su))ort t#e decisions made in t#e re)ort. T#ere is no
(imit to t#e num&er of )a'es inc(uded in t#e a))endices.
Kou 0i(( &e 'i%en an o))ortunit! to )resent !our ne0 ser%ice or ser%ice redesi'n to t#e c(ass.
;ac# team 0i(( 'i%e a s#ort )resentation -a&out 15 minutes (on'/ descri&in' t#e .e! e(ements of
t#e ser%ice and t#e re(ated ser%ice mar.etin' conce)ts. T#in. of t#e )resentation as a &rief )itc#
!ou are 'i%in' to 'et fundin' for !our ne0 ser%ice idea or to con%ince !our &oss of a needed
redesi'n in t#e com)an!Qs ser%ice. Presentations 0i(( ta.e )(ace t#e (ast fe0 c(ass )eriods in t#e
semester.
7<T;: :ee( free to discuss !our ideas 0it# t#e instructor at an! )oint durin' t#e semester.
T;AM G4ADI7G: Team mem&ers 0i(( meet to determine #o0 )ro$ect )oints 0i(( &e distri&uted
&et0een t#em.
In addition to t#e a&o%e+ t#ere 0i(( &e c(ass tests G *ui, etc from time to time to e%a(uate !our
)erformance from time to time
E#7$U7T"O' .7R7METERS:
;nd Term ;3amination 50R
Assi'nments+ "ase discussions+ test+ and c(ass )artici)ation 50R
Indi%idua( G Grou) Assi'nment O 10
"(ass Partici)ation -15
"ase Discussion O 10
;nd Term Pro$ect O 15
Reco//ended Reading
Services Marketing: Cristo+her .ovelock, ,ochen /irt0 an# ,a(anta Chatter1ee: "earson
%#ucation Asia*,2
th
%#*, :
st
im+ression 6;::,
Services Marketing: <alarie A Zeithaml, Mar( ,o Bitner, =3a(ne = remier an# A1a(
"an#it, -ata Mcra3>4ill "u8* Co*, $
th
%#* 6;:?*
Service Management: @+erations, Strateg(, an# Information -echnolog(, ,ames
Fit0simmons, -ata Mcra3>4ill "u8* Co*, A
th
%# 6;;$,
Services Marketing : 5 Rama Mohana Rao, "earson, 6
n#
%#, 6;::
4an#outs an# other rea#ing materials 3ill 8e +rovi#e# as an# 3hen re)uire#*