This volume brings together the paper presented at the International Conference – ‘Delivering Service Quality: Managerial Challenges for the 21st Century’ organised jointly by IIM Ahmedabad and the Centre for Service Research and Education, Rensselaer Polytechnic Institute, New York. With contributions by international researchers, the book presents new thinking and innovative methodologies to tackle the issue of quality.
M Raghavachari - Professor, Department of Decision Sciences and Engineering Systems, Rensselaer Polytechnic Institute, Troy, NY, Formerly Dean, IIM Ahmedabad. K V Ramani - Professor, Computer and Information Systems Group, IIM, Ahmedabad.
Section 1: Articles • Advertising and Marketing Services • Banking, Insurance and Financial Services • Government and Public Systems • Health Care and Hospital Services • Information and Technology Services • Ligistic Services • Manufacturing and Service Quality Measures • Section 2: Abstracts