Economic liberalization policies adopted by the lawmakers in the last decade of the previous century have resulted in steady growth in India's GDP and the share of services sector in this growth story is remarkable. At present services sector contributes to Indian economy in a significant manner...

Effective service marketing is a complex activity that involves many different strategies, skills, tasks and activities. Customers perceive services in terms of quality of the service and how satisfied they are overall with their experiences. It will be easier for the marketers if they know what...

With the advent of new information & communication technologies (ICT) and its ever growing application in connecting people, online social media have become one of the main platforms for people to people interaction and this has obvious impact on formulation of marketing strategy for better...

In today's competitive environment organizations need to be effective not only for its very survival but also for its future growth & development. When potential investors want to invest their money as a share capital in a company they are interested in knowing whether the organization is...

Business Process Reengineering is all about fundamental reconsideration and rethinking of different processes associated with a business & redesigning these processes to obtain dramatic, drastic and sustainable change and improvement in quality and service with reduction in cost. The concept of...

This paper uses game theoretic approach to analyse whether a bribe giver in case of ‘harassment' bribes needs to be penalized or immunized by law. Various complexities in this issue are addressed by considering three different scenarios: a scenario in which bribe taking official is assumed to...

Many business entities have attached utmost importance to managing brand equity in prevalent competitive scenario & Indian banking and financial services firms are no exceptions. Research on services marketing indicates that customer satisfaction has a positive direct effect on brand equity and...

Despite the popularity and myths regarding CRM as it changes the way how a company interacts with customers and the employees perform their jobs throughout the organization, there are many potential areas of failure in a CRM and overcoming these bottlenecks and pitfalls has become a point of...

Being a much talked about topic in today’s business environment, Customer Relationship Management is an area of modern marketing management where there is wide scope for conceptual and empirical research. Recent empirical study has resulted in the development of a CRM process model viz;...