Referring to the internal communications gap, he said customers are being touched by a number of different arms in certain companies. He said the organisation needs to close all these gaps, if it ...

Service quality is an important aspect of any business that provides services to customers. It refers to the degree to which the services provided by a business meet or exceed the expectations of the ...

The moment of truth, which has grown to be a crucial component of service delivery, was the subject of last week’s discussion. As more people make purchases online, Zero Moment of Truth is likewise ...

A month back I had bought a pair of running shoes from a leading sports brand store at Oberoi Mall, Goregaon, Mumbai. Theshoe turned out to be defective which was also agreed by the brand, howeverthey ...

Academic libraries are undergoing a critical transformation as they adapt to increasing user expectations and evolving information environments. Recent investigations have highlighted that the quality ...