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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 ...