Scope of Food
Retailing: The Amul Preferred Outlets
-- P
Prasada Rao and Aparna Kapoor
Retailing,
one of the largest sectors in global economy, is going through a transition phase
in India. Of all categories of retailing, the one which is expected to witness
a major boom, is food retailing. The unorganized sector has been playing a major
role in food retailing but there seems to be a gradual shift towards organized
retailing. The past few years have seen a number of MNCs like McDonalds, Domino's,
and many others opening up chain restaurants. This study is an attempt to explore
the key factors influencing customer preferences as applied to the concept of
Amul Preferred Outlets (APOs). The factors identified in this study will also
help other food retailers in designing their services in accordance with the preferences
of customers.
© 2006 IUP . All Rights Reserved.
CRM
in Financial Services Sector: An Investigation into Call Center Service Levels
-- Arun
Saxena
Today's
customer is empowered by information and choice. This presents new challenges
to companies, who in their quest to acquire, retain and service customers are
adopting Customer Relationship Management (CRM) in a big way, and changing their
business approach from being `Product-centric' to `Customer-centric'. The role
of CRM is to provide a wide range of touch-points through which a customer can
interact with the company. The objective of this paper is to explore the efficiency
and effectiveness of CRM in the financial services sector (with a special emphasis
on call centers), which calls for more personalized service than ever before.
© 2006 IUP . All Rights Reserved.
GSM
Mobile Service in Telecom Sector: An Ontology of Quality of Service
-- A
Selvarasu, K Gomathishankar and M G Loganathan
This
article analyzes the service quality of the cellular service sector with reference
to the emerging competition from the Code Division Multiple Access (CDMA) mobile
service. The assessment of the quality of service is based on the available SERVQUAL
inventory. The basic telephone service has also been included to draw a comparison
of the existing services. Out of the 63 respondents, 54 have been included for
further analysis. The overall assessment of the quality of service (QoS) shows
that Aircel has done well during the study period, i.e., September-October 2004.
In the BSNL mobile service, responsiveness and empathy have been found as the
limiting factors for the deviations; whereas in the case of Airtel, tangibility
and responsiveness have good support for QoS. The reliability, assurance and empathy
have been the power of Airtel in providing good quality of service.
© 2006 IUP . All Rights Reserved.
Internet
Impact on Insurance Distribution
-- D
Venkoba Rao
Insurance
in India is expanding its horizon. With India emerging as one among the fastest
growing economies in the world, and with its vast population, there is a huge
untapped potential for insurers. On the other hand, the emergence of Internet
is creating new values for both customers and companies, which has in a way compelled
insurance companies to explore their potential as a new distribution channel.
This paper attempts to understand the customer awareness, usage and perception
towards the Internet as a channel for insurance distribution. The results indicate
that though the awareness is high, the usage is notably low. Customers perceive
trust/credibility, support, information, communication and prospecting as significant
factors affecting their decision of choosing Internet for insurance products.
©
2006 IUP . All Rights Reserved.
Case
Study
Promotional
Strategies of Cellular Service Providers in India
-- Aisha
Khan and Ruchi N Chaturvedi
©
2005 ICMR. All rights reserved. For
accessing and procuring the case study, log on to www.ecch.cranfield.ac.uk or
www.icmrindia.org
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