The study is aimed to explore the gap between the level of expectation in service quality and service perception and its influence on customer satisfaction of Toyota customers in India. A 25-item questionnaire was used to collect primary data from 1721 customers of selected states. Data was...

The DNA of Toyota lies in its culture -- The human systems model -- Toyota way + local environment + purpose = success -- Attract competent and trainable people -- Developing competent and able people -- Engaging competent and willing people in continuous improvement -- Inspiring people to be...

There is an intrinsic link between the success of service firms and the availability of appropriate labor resources, making employee attraction and retention a critical concern for service organizations. Effects of recruitment efforts are influenced by applicants' subjective person-environment...