E: Services

Services are activites which are intangible in nature, take place in the interaction between the customer and the service provider which means that services are produced and consumed simultaneously. Customer has a role to play in the production process as the services provided in response to the problems of customer as solution. E-service is an innovative approach towards values like perform, reform and conform towards continuous quality improvement in services that result in consumer satisfaction, loyalty and excellent results.
About Author :
Dr. Vasu Deva, Director, MIMS and Professor, the Birla Technological Institute, has wide experience in teaching, training, research and consultancy. Dr. Dudeja has been on the Board of Directors of various eminent institutes and member of various Professional bodies. Dr. Dudeja has an honours degree, Degree in Law from Delhi University and Post-Graduation and Ph.D in Business Management from the Punjab University. Dr. Dudeja has been contributing to various national and international journals of repute.
Contents :
Preface E-service Conceptual Framework Nature and Scope Characteristics Mission and Objectives Strategies Services Marketing (Mix) Service Quality-A Key to Success Service Delivery Research-The Customers Base of Service Building Relationship Programme Dynamics of Brand Building Search for Excellent Service Experience Information Technology and ITES Media Services Banking and Professional Services Reinventing the Airline Business (Gloabl Perspectives) Airlines Services-Indian Perspective Bibliography Index