*HSST Commerce, Govt. Higher Secondary Secondary School, Pattikkad, Thrissur District, Kerala, India
**Professor and Head, Department of Commerce and Management Studies, School of Business Studies, Malappuram District, Kerala, India
***HSST Commerce, Govt. Higher Secondary Secondary School, Pattikkad, Thrissur District, Kerala, India
Online published on 11 October, 2019.
Bharat Sanchar Nigam Limited (BSNL) incorporated in the year 2000 as a wholly owned Central Government Company has become one of the largest public sector companies in India. BSNL through its varied services targets all sorts of customers and provides offers for the entire customer group. Along with customer attraction the company also stresses on customer retention as the industry is highly volatile having high customer churn and low customer loyalty. The importance of customer service for capturing business in service companies has become a focus point and there is an intense need to study the
Customised incentives, financial incentive, redressal, retention, social incentive, structural incentives
