INTERNATIONAL CONFERENCE ON SERVICES MANAGEMENT
DETAILED PROGRAMME
			DAY-1
Activity	Time
Registration	8:45 to 9:45 AM
Inauguration	10:00 AM to 11:30 AM
Keynote Speaker	Mr. Ashwini Kakkar, Managing Director & CEO , Thomas Cook
FRIDAY (MARCH 11,2005) TECHNICAL SESSIONS
11:30 to 11:45		TEA BREAK
Time:  11:45 TO 1:15		Time:  11:45 TO 1:15		Time:  11:45 TO 1:15		Time:  11:45 TO 1:15
Hospitality-I		Education-I		Health Care-I		Tourism-I
Room: Surya Mahal-I,		Room: Surya Mahal-III		Room: Jaisalmer		Room: Sanganer
Session Chair: Dr. Mahmood Khan		Session Chair: K.G. Viswanadhan		Session Chair: Dr. Pramod Singh		Session Chair: Dr. Vinayshil Gautam
Speakers	Paper	Speakers	Paper	Speakers	Paper	Speakers	Paper
Vishnuprasad Nagadevara	Improving the Effectiveness of Hotel Loyality Programmes through Data Mining	Timmor Yaron & Talia Rymon	To do or not to do: The Dilemma of Technology-Based Service Improvement	Thaneswar Bir	Health Insurance: A Potential Policy Option for Health Care Financing in the Developing Countries like India	Azizi Bahauddin, Aldrin Abdullah & Badaruddin Mohamed	The Heritage Tourism of Georgetown, Penang- Setting the Right Tourism Culture
Peter O'Connor	An International Comparison of Approaches to Online Privacy Protection: Implications for the Hotel Sector	Sindhu R. &                      N.J. Rao	Technology Enhanced Learning – A Hope for Indian Engineering Education	Pramod K Singh	Spatial Pattern of Diseases and Health Infrastructure in India: A GIS Approach	Debadyuti Das	Assessing the Fulfilment of Needs of the Host Community Dependent on Tourism – A Case Study
Hsin-Hui “Sunny” Hu, H.G. Parsa & Maryam Khan	Effectiveness of Price Discount Levels and Formats in Service Industries	Manu Sharma, Uma Kumar & Luc Lalande	Role of University Technology Transfer Offices in University Technology Commercialization: Case Study of the Carleton University Foundry Program	Seema Joshi	GATS, Indian Services Sector and Trade Potential in Health Services	Sanjeev Varshney & Anita Goyal	Adventure Sports Industry of India and its Value Network
João C. Neves &         Sofia Lourenço	Performance Evaluation of Worldwide Hotel Industry Using the Data Envelopment Analysis	K. Rajesh Kumar, P.K. Muthu Kumar & T. Sezhiyan	Globalization and Changing Concept of Education	Sandeep Dulluri, V. Prasanna Shrinivas, N. R. Srinivasa Raghavan & Vijay Chandru	Combinatorial Resource Allocation Mechanism for Health Care Management	Debadyuti Das & Sushil K Sharma	Perspective of Foreign Tourists With Reference to a Tourist Destination: A Case Study
				Preeti Menon & Hetal Machhi	Health and Medical Care
				Deepa Bharti & R.Srinivasan	Changing Face of Indian Health Care – A Case Study of Sagar Apollo Hospital
1:15 pm-2:15 pm		LUNCH BREAK
Time:  2:15 to 3:45		Time:  2:15 to 3:45		Time:  2:15 to 3:45		Time:  2:15 to 3:45
Hospitality-II		Education-II		Health Care-II		IT & ITES-I
Room: Surya Mahal-I		Room: Surya Mahal-III		Room: Jaisalmer		Room: Sanganer
Session Chair : Manav Thadani		Session Chair: Dr. Suresh Misra		Session Chair: Prof. R. Srinivasan		Session Chair: K. Narayanan
Speakers	Paper	Speakers	Paper	Speakers	Paper	Speakers	Paper
Hakan V. Erkutlu	The Impact of Transformational Leadership on Organizational and Leadership Effectiveness	Rashmi Diwan	Internationalisation and the Imperative for Functional Change in the Tertiary Education Sector	Swagatika Panda & Durga Prasad Samantaray	Medical Tourism- India to Become the “Global Health Destination	Mahil Carr & A.R.Dani	Consumer Trust in Electronic Commerce
Prakash K. Chathoth & Michael D. Olsen	A Macro Analysis of Labor Productivity as a Value Driver in the Logding Industry	Y. Malini Reddy	To Be or Not To Be Accredited	Rooma Roshnee Ramsaran-Fowdar	Investigating Service Quality Dimensions through Exploratory Factor Analysis in a Healthcare Setting	R.Srinivasan & RLN Murthy	Managing Space Services Marketing – A Case Study of Antrix Corporation
Dennis Reynolds &  David Biel	Why isn’t Satisfaction Included in Productivity Statistics? – An Empirical Investigation of Holistic Productivity Analysis	Dindayal Swain	Challenges of Globalisation for Management Education in India: A Vision for 2030	R. Chakrabarty & Zeenat Sayeed	The Role of Emotional Intelligence in Hospital Management: A Case Study	Naveen George, Mahesh Babu, K.Ganesh & P. Parthiban	VPC: Decision Making Model for Performance Measurement in Supply Chain
Manav Thadani HVS	Overview of Indian Hospitatlity Industry	K.G. Viswanadhan, N.J.Rao & C. Mukhopadhyay	Impact of Privatization on Engineering Education- A Study through the Analysis of Performance of Self-Financing Engineering Programmes in India.	R.Rohini	Service Quality in Bangalore Hospitals- An Empirical Study	Mohammed Shahedul Quader,  Akhter Jahan & Mohammad Shohidullah	Knowledge Management and E- Learning: Tools For Organizational Evaluation
				Smita Singh & Rehana Ghadially	Women’s Mental Health Role of NGO: A Case Study	Diganta Kumar Das & K. Narayanan	Information and Communication Technology (ICT) and India’s Development: Achievements and Challenges Ahead
3:45 to 4:00		TEA BREAK
Time:  4:00 to 5:30		Time:  4:00 to 5:30		Time:  4:00 to 5:30		Time:  4:00 to 5:30
Hospitality-III		Finance & Insurance-I		Telecommunication-I		Public Services-I
Room: Surya Mahal-I		Room: Surya Mahal-III		Room: Jaisalmer		Room: Sanganer
Session Chair: Dr.Peter O Connor		Session Chair: Dr. Harjeet Sekhon		Session Chair: Dr. Gael Bonnin		Session Chair: Dr. Peter Oppenhaim
Speakers	Paper	Speakers	Paper	Speakers	Paper	Speakers	Paper
Kyuoho Lee & Maryam Khan	Culture and Its Impacts on International Service Management: Exploring Global Consumers’ Different Service Perceptions and Preferences in the Hospitality Industry	Vimi Jham	Customer Centric Approach in the  Banking Industry----A Conceptual Model of Relationship Building.	S. Rajeev, K.V. Sreenaath & A.S.Bharathi Manivannan	e-Purchases through Mobile Phones using Policy Based e-Supply Chain Management	Abhijit Parkhe and        R. Srinivasan	Air Deccan: A Comparative Study with the Pioneers - South-West Airlines and Ryan Air
Sajith K. Augustine & Binoy Joseph	A Study on Emotional Labour among the Front Line Employees of Hotel Industry in India	Christine Ennew & Harjit Sekhon	Trust: The Success Factor for Financial Services	Anita Seth, Kiran Kumar Momaya & H.M. Gupta	An Exploratory Investigation of Customer Loyalty and Retention in Cellular Mobile Communication	Suresh Misra	Re-Engineering Public Service Organisations –  E-Governance in Service Delivery
Sanjay K.Jain	Searching For Critical Success Factors: A Dimension-Specific Assessment of Service Quality and Its Relationship with Customer Satisfaction and Behavioural Intentions in Fast Food Restaurants	R.Srinivasan and H.S.Srivatsa	Innovation and Value Drivers in Finance Industry	Rajneesh B.Sharma	Telecommunications: Boon or Bane in Indian Perspective	H.Peeru Mohamed	Performance excellence through CRM in the Airline Industry of India: A Study Based on Service User's Perceptions
Mahmood A. Khan	Internationalization of Services:  The Global Impact of US Franchise Restaurants	Tabasum Nazir & Mohi-ud-Din Sangmi	Customer Satisfaction in Banks: An Empirical Analysis	K. Chitra	Critical Success Factors Determining Product Adoptability in Telecommunication Industry : A Study With Respect to Cell Phone	Tayyab S. Shaikh	Customer Services at Airports – A Relentless Pursuit in Excellence: A Case Study of Airports Authority of India
				D. Kandar, A. R. Sardar, R. Bera, S.S. Singh, S. Dogra and S. K. Sarkar	Code Division Multiple Access - Modern Trends in Multimedia Mobile Communication
Best Paper Awards Function           DINNER      7:30 PM RADISSON HOTEL, POOLSIDE-Dress Code Formal