Download - Airtel
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Presented by:
Shringarika Saxena
Sonal Daruka
Sourav Boksi
Sumit Guha
Supragy Bhatnagar
Suvendu Acharrya
Tanya Kohli
Vidit Goyal
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OVERVIEW
Bharti Airtel Limited, commonly known as Airtel operates in 20countries across South Asia, Africa and the Channel Islands.
Airtel is the third largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom.
Bharti Airtel is the first Indian telecom service provider to achieve Cisco Gold Certification.
Its network—base stations, microwave links, etc.—is maintained by Ericsson and Nokia Siemens Network whereas business support is provided by IBM.
On 31 May 2012, Bharti Airtel awarded the three-year contract to Alcatel-Lucent for setting up an Internet Protocol access network (mobile backhaul) across the country.
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Characteristics of services
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Extended marketing mix of services
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Process
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CONSUMER EVALUATION PROCESS
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Total product concept
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Service marketing triangle
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Gaps model of service quality
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Customer expectation levels
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Factors influencing desired and predicted service
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Customer perceptions of quality & customer satisfaction
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5 dimensions of service quality
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The service encounter
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Common themes in critical service encounters research
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service recovery strategies
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