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.