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Customer-Driven Services Management
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Customer-Driven Services Management

Second Edition

August 2004 | 316 pages | SAGE Publications Pvt. Ltd
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.


 
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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