Understanding Customer Orientation of Delhi Metro’s Service personnel and its impact on Customer Satisfaction: An Empirical Investigation

Author Govind Nath Srivastava Abstract Services are people centric, humanistic and subjective, and the outcome of the service experience mainly depends on the quality of inter-personal interactions between service contact personnel and customers. Customer orientation is one of the most important determinants of success of a service organization as customers form their perceptions about service Read More …