Customer-driven services management

著者

書誌事項

Customer-driven services management

S. Balachandran

Response Books, 2004

2nd ed

  • : pb

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注記

Includes bibliographical references (p. [292]-294) and index

内容説明・目次

内容説明

Intense competition in the rapidly growing global market has given rise to a need for superiority in services. Indian customers now demand world-class quality and efficiency, and companies that can provide this consistently will gain competitive advantage. The growing service industry forms a significant part of India's economy, on its own and as a support to the manufacturing industry. This Second Edition has been substantially revised keeping in view the continued demand and requirement for excellence in services management. In addition to presenting the concepts within which innovative processes and practices can develop, the author also discusses the new technologies, products and applications that have emerged. The appeal of the book lies in the way the author has integrated the various dimensions of services management, including people management, quality, relationship marketing, strategies for growth and managing information in the knowledge economy. It is invaluable to professionals of all service businesses and to students of services management, general management and services marketing.

目次

Services Today The Distinguishing Characteristics Developing the Service Product Knowing the Customer Marketing of Services Attaining High Quality Realising People Potential Strategies for Growth Managing Information Some Select Service Industries

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