SERVICE QUALITY MANAGEMENT

Quality initiatives practised in various services sector activities constitute the focus of the volume. The book covers 37 papers including 17 case studies dealing with quality initiatives in services sector with focus on the changing scenario. There are conceptual papers in relation to specific sectors and case studies presenting field level experiences of implementation of quality initiatives. Application of total quality management (TQM) techniques in a variety of fields is discussed. The volume will be highly useful for faculty and researchers engaged in or interested in pursuing socio-economic research. This is of immense value to researchers in management in particular.