Customer-driven services management [electronic resource] / S. Balachandran.

Format:

Book

Author/Creator:

Balachandran, S., 1932-

Series:

Response Books

Language:

English

Subjects (All):

Customer services--India--Management.

Customer services.

Customer services--Management.

Physical Description:

1 online resource (319 p.)

Edition:

2nd ed.

Place of Publication:

New Delhi : Response Books ; Thousand Oaks, Calif. : Sage Publications, 2004.

Language Note:

English

Summary:

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 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, relationship marketing, strategies for growth and managing information in the knowledge economy.

Contents:

Cover; Contents; Foreword; Preface to the Second Edition; Preface to the First Edition; 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; Bibliography; Index; About the Author

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

ISBN:

1-282-07495-4

9786612074950

81-321-0181-2

OCLC:

391837584