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Services Marketing, 2nd Edition by K. Mohana Rao

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Case 5

Cox and Kings: Service with a Difference*

Cox and Kings (CKS), one of the prominent tour operators of the world, was established way back in 1758 by Richard Cox when he was appointed regimental agent to the footguards of India. By early 20th century, the company was acting as an agent and banker for the armed forces. In 1922, the company merged with the Henry S. King Bank, subsequent to which the banking business was sold. The travel business grew by leaps and bounds and in the early 21st century, CKS was operating various individual and group tours throughout India as well as abroad. CKS offices abroad were known as Indian tour specialists in their respective markets and had destinations from the Indian subcontinent (amongst other destinations) ...

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