I strongly belief that the route to customer satisfaction is through employees, especially for service businesses where customer interface is a critical part of the delivery process. The current book builds on the research on positive influence of employees perceptions of service climate and service quality on customer satisfaction. We test a model between employees perceptions of service climate, capability, quality and employee service behaviors, with customer satisfaction in a State Government agency. Results show that management practices related to coordination and service emphasis...

Market for advanced drug delivery systems has undergone a period of innovation and significant expansion over the past decade.In this context worldwide market for transmucosal products is in excess of five billion annually and is expected to continue to grow at a rapid pace.Hence transmucosal drug delivery holds lot of promise in the coming era. Amongst various transmucosal routes buccal region of the oral cavity has got optimal attributes for transmucosal and modified drug delivery and has lot of promise and commercial viability.Present work encompasses development of extended release...