Balachandran, S., 1932-
Customer-driven services management / S. Balachandran. - 2nd ed. - New Delhi : Thousand Oaks, Calif. : Response Books ; Sage Publications, 2004. - xiii, 304 p. ; 22 cm.
Includes bibliographical references (p. [292]-294) and index.
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 -- General insurance -- Life insurance -- Public services -- Hospitals -- Tourism -- Logistics.
In Indian context.
0761932550 (pbk.) 9780761932550 (pbk.) 8178293897 (pbk.) 9788178293899 (pbk.)
2004004750
GBA4X0445 bnb
012880591 Uk
Customer services--Management.--India
HF5415.5 / .B354 2004
658.8120954 / BAL
Customer-driven services management / S. Balachandran. - 2nd ed. - New Delhi : Thousand Oaks, Calif. : Response Books ; Sage Publications, 2004. - xiii, 304 p. ; 22 cm.
Includes bibliographical references (p. [292]-294) and index.
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 -- General insurance -- Life insurance -- Public services -- Hospitals -- Tourism -- Logistics.
In Indian context.
0761932550 (pbk.) 9780761932550 (pbk.) 8178293897 (pbk.) 9788178293899 (pbk.)
2004004750
GBA4X0445 bnb
012880591 Uk
Customer services--Management.--India
HF5415.5 / .B354 2004
658.8120954 / BAL