Volume 4 Number 1 ( April - September 2004 )  
 Relative Importance Of Service Quality Dimensions: A Multisectoral Study
 Sheetal B. Sachdev, Harsh V. Verma
 


Business in south Asia is currently at a low ebb. So is the corporate confidence. There is a clear and present danger from the forces of global competition, to the corporate sector in South Asia, if it does not re-invent itself and engineer massive renaissance. The risk mandates not only a better management of macro parameters of the economy but also necessitates a new strategy at the firm level. The strategy is customer relations management (CRM). The concept of CRM is premised on a simple logic of business- it must keep tracking customers once attracted; retain them in business portfolio; and, profit from their growth. Shorn of all managerial jargons, CRM epitomizes a ‘marriage of relationship marketing with the emerging information technology’. The paper describes the concept and mechanics of customer relationship management; illustrates how CRM helps corporate renaissance in hard times; and finally, recommends a line of action for an effective CRM implementation towards a quicker corporate renaissance. Alongside, the paper urges business schools of South Asia to incorporate CRM in their teaching curricula so that the business and academics can continue to stay relevant to each other.
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 Volume 3 Number 2 ( October 2003 - March 2004 )  
 Customer Relationship Management (CRM) & Corporate Renaissance
 M.L. Agrawal   
 


Business in south Asia is currently at a low ebb. So is the corporate confidence. There is a clear and present danger from the forces of global competition, to the corporate sector in South Asia, if it does not re-invent itself and engineer massive renaissance. The risk mandates not only a better management of macro parameters of the economy but also necessitates a new strategy at the firm level. The strategy is customer relations management (CRM). The concept of CRM is premised on a simple logic of business- it must keep tracking customers once attracted; retain them in business portfolio; and, profit from their growth. Shorn of all managerial jargons, CRM epitomizes a ‘marriage of relationship marketing with the emerging information technology’. The paper describes the concept and mechanics of customer relationship management; illustrates how CRM helps corporate renaissance in hard times; and finally, recommends a line of action for an effective CRM implementation towards a quicker corporate renaissance. Alongside, the paper urges business schools of South Asia to incorporate CRM in their teaching curricula so that the business and academics can continue to stay relevant to each other.  Download Full Text
 

 
   
 Volume 3 Number 1 ( April - September 2003 )  
 Motivations to Use Interactive Technologies in Marketing: A Study in Indian Service Businesses
 
BBL Sharma  
 


Health Sector reforms as initiatives of recent origin in India deserve more careful understanding and analysis. This paper looks at the various modes of financing health care. The options like user charges and health insurance have been examined to address the challenges of health security. The importance of financing mechanisms and processes involved in production, distribution, utilization of health care services are discussed for their viability within the context of draft National Health Policy 2001. Download Full Text
 

 
   
 Volume 2 Number 1 ( April - September 2002 )  
 Organisational Leadership and Strategy in the Hospitality Industry
 
Prakash K. Chathoth, Michael D. Olsen
 


Organizational leadership is considered as a key to success of firms. Although several authors of the likes of Drucker and Lewitt have talked about this concept; by and large, firms within the hospitality industry have yet to put this concept to practice in the global as well as the local market domains. Understanding this concept in terms of how it is put to use is essential for firms’ success, especially for those firms that are still in the process of striving to become industry leaders. This paper delves into the concept of organizational leadership, both from a micro and a macro perspective, while highlighting the steps taken by one such firm in the hospitality industry. The leadership perspective is discussed in the context of the Indian hospitality industry to highlight how the concept can be applied to developing markets.
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