Volume 1, Number 1 June 2009 

CONTENTS

Customer Relationship Management: Assessment Framework & The Gauge-Meter

pp. 1-9
Authors: Kimi Thareja, A.K. Saini and Puja Khatri

Electronic Waste Management System In Bangalore – A Review

pp. 11-23
Authors: C K Nagendra Guptha and G L Shekar

Study of Motivational Climate in Indian Call Centre Industry 

pp. 25-39
Authors: Satish Seth

Service Quality at Retail Stores - Customers’ Perception 

pp. 41-52
Authors: P. Praba Devi and R. Sellappan

Business Leaders of the 21st Century 

pp. 53-63
Authors: P. K. Dutta

The Impact of TV Advertising on Buying Behaviour: A Comparative Study of Urban and Rural Teenagers

pp. 65-76
Authors: Vinod Kumar Bishnoi and Ruchi Sharma

Modelling Approach to the Analysis of the Influence of Human Resource Practices on Quality of Work Life in Call Centre Industries using Optimisation techniques

pp. 77-87
Authors: K.V.S. Rajeswara Rao and B. Bakkappa

Outsourcing - A Cost Controlled and Quality Assurance Service Providing Approach

pp. 89-105
Authors: Parimalendu Bandyopadhyay and Joydeep Chowdhury

State Electricity Board in Troubled Waters 

pp. 107-118
Authors: Shikha Sahai

A Study of Conflict Resolution Modes Adopted In Delhi Development Authority (DDA) and Delhi Jal Board (DJB)

pp. 119-133
Authors: Anu Singh Lather, V. K. Jain, Shilpa Jain and Sona Vikas

Corporate Governance: Crime & Punishment a case study of Yukos of Russia, Samsung of South Korea and Satyam of India

pp. 135-147
Authors: K. S. Ramachandran

Book Review Retail Franchising 

pp. 149-150
Authors: Manish V. Sidhpuria