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4. Classification of services (V-U)
Lecture 14 (V-U)
24. Service guarantees & Gap 2 (V-U)
39. Demand management strategies (V-U)
Lecture 13 (V-U)
23. Recovery strategies (V-U)
38. Distribution management (V-U)
Lecture 12 (V-U)
22. Relationship strategies (V-U)
31. Developing the selling function (2. Building Account Relationship) (V-U)
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