This book delves into issues of leadership, culture, organisation and competitive human resource practices for customer-oriented service delivery. On the basis of their interaction with service industries and experience as trainers, the authors have demonstrated the need to have the efficacy of organisation, culture and human talent in delivering superior service quality. The authors have tried to support their point of view with the help of case studies, majority of which are set in the Indian context. The book is targeted at serious readers from industry and postgraduate students interested in organising customer-friendly services.
