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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
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?
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 ...