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Customer satisfaction and service quality measurement in Indian call centres
(Managing Service Quality, 2008-11-10)
Purpose
– The purpose of this research is to examine customer satisfaction and service quality measurement practices followed in call centres.
Design/methodology/approach
– The study uses qualitative methodology ...
CavinKare private limited: serving low income consumers
(2008-11-10)
This case was prepared by
Professor Anand Kumar
Jaiswal of the Indian Institute
of Management, Ahmedabad
and Professor Pingali
Venugopal of Xavier Labour
Relations Institute (XLRI),
Jamshedpur, as a basis for
classroom ...
The fortune at the bottom or the middle of the pyramid?
(Innovations, 2008-11-10)
The Bottom of the Pyramid (BOP) has emerged as a dominant concept in business,
propelled by C. K. Prahalad’s The Fortune at the Bottom of the Pyramid.
1 Given
the enormous attention the concept has attracted, it has the ...
Radio Mirchi Private Limited: Redesigning Product for the Bangalore Market
(2008)
The objective of this case development is to analyse strategies adopted by Radio Mirchi in the Bangalore market to face the tough competition from new players. The case analyses the issues related to design of product ...