| INTERNATIONAL CONFERENCE ON SERVICES MANAGEMENT | |||||||||
| DETAILED PROGRAMME | |||||||||
| DAY-2 | |||||||||
| SATURDAY (MARCH 12,2005) TECHNICAL SESSIONS | |||||||||
| Time: 9:30 to 11:00 | Time: 9:30 to 11:00 | Time: 9:30 to 11:00 | Time: 9:30 to 11:00 | ||||||
| Hospitality-IV | Tourism-II | General Services-I | IT & ITES-II | ||||||
| Room: Surya Mahal-I | Room : Surya Mahal-III | Room: Sanganer | Room : Surya Mahal-II | ||||||
| Session Chair: Dr. David Cranage | Session Chair Dr Angela Roper | Session Chair: Mr. Sandeep Bamzai | Session Chair: Prof. R. Raman | ||||||
| Speakers | Paper | Speakers | Paper | Speakers | Paper | Speakers | Paper | ||
| Foli Ekue | Hotel Loyality Programme (ICS) | Bindu Narayan, Ram Gopalan and P. Vijayaraghavan | Measuring Customer Satisfaction in the Tourism Industry – An Application of the ACSI Model | Charles Blankson & Jaideep G. Motwani | Marketing Practices of Small Service Businesses in Michigan: An Exploratory Study | Hardeep Chahal, R.D. Sharma & Ruchi Kohli | A Study of Managers Assessment
Towards Orientation of Technology in SMEs of Jammu Industrial Clusters |
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| Pramod Paliwal | Indian Traditional Fast Food Business: Prospects & Issues | S.S.Boora | Tourism Academics and Tourism Industry – Looking for a Synthesis | Pooja Singhal & Nimit Chowdhary | Marketing Communication in Small Services | Subhash Chandra Yadav & A. K. Agrawal | Paradigm Shift in Parallel Computing: The High Performance Clusters | ||
| Sumant Sarin & Clayton W. Barrows | An Examination of Current Food and Beverage Trends in India and an Assessment of Potential Demand for Luxury Food and Beverage Products: Implications for Managers | Nadine B. Sulkowski & Angela Roper | The Strategic Behaviour of German Tour Operators in Croatia | Atanu Adhikari | Technology Inclination of
Service Consumers – A Taxonomy |
Omkar V. Kulkarni | Critical Success Factors for Software Exporters |
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| Sudhakar Menon Achath, Reena Franklin & Vinu Krishnan | Services Management in Sree
Cauvery Restaurant : A Case Study |
U.Venkatesh | Leisure-Meaning and Impact on Leisure Travel Behaviour | Gaël Bonnin | Physical Environment and Service
Experience: An Appropriation-Based Model |
N. Hemanth Kumar & V. Radha | An Enterprise Database Security Wrapper | ||
| 11:00 to 11:30 | TEA BREAK | ||||||||
| Time: 11:30 to 1:00 | Time: 11:30 to 1:00 | Time: 11:30 to 1:00 | Time: 11:30 to 1:00 | Time: 11:30 to 1:00 | |||||
| Hospitality-V | Finance & Insurance-II | General Services-II | Public Services-II | Education III | |||||
| Room: Surya Mahal-I | Room: Surya Mahal-III | Room: Sanganer | Room: Jaisalmer | Room: Surya Mahal-II | |||||
| Session Chair: Dr. Dennis Reynolds | Session Chair: Kusum Ketkar | Session Chair: Prof. Shyam Lodha | Session Chair: Dr. Suresh Misra | Session Chair: Dr. Irfan Rizvi | |||||
| Speakers | Paper | Speakers | Paper | Speakers | Paper | Speakers | Paper | Speaker | Paper |
| David
Cranage & Harish Sujan |
Sharing the Responsibility for
Service Failure with Customers: The Effects of Informed Choice and Outcome
Foreseeability on Customer Loyalty and Exit |
V.J. Sivakumar | Building Sustainable Competitive Strength in Indian Banking Industry – The Role of KCRM | Jaideep Motwani | Sources of Knowledge Acquisition by U.S. and Indian Managers of Service Organizations: A Comparative Study | C.T. Abraham | Private Sector Participation in the Management and Delivery of Municipal Services | Ravindra Jain & Richa Rakesh Agrawal | HRD Climate in Computer Education/Training Institutes: An Empirical Study |
| Henk Roest | Experience Based Category Expectations in Service Quality Research Management | Kusum W. Ketkar, Athanasios G. Noulas & Man Mohan Agarwal | Liberalization and Efficiency of the Indian Banking Sector | Farshid Abdi, Sohrab Khalili Shavarini & Seyed Mohammad Seyed Hoseini | Glean Lean: How to use Lean
Approach in Service Industries |
M. Edwin Gnanadhas & A.Venkateswaran | The Efficacy of Employees in Tamil Nadu State Transport Corporation, Madurai Division – III, With the Active Participation in Trade Union: A Study | Vipin Gupta, Kamala Gollakota & Pankaj Saran | Barriers to the Development of Business Education: General Factors and the Case of India |
| Sapatarshi Purkayastha | indiOne- A New Concept in India | Garima Kohli & Neeta Dhusia Sharma | IT in Banks: Indian Scenario | Sangeeta Singh, Line
Kristoffersen |
Should I Stay or Should I Go? : Customer Switching Behaviour in Subscription Based Services | T. V. Ramanayya, V. Nagadevara & Shyamal Roy |
A Comparative Study of Public Road Transport Service Providers' | Ramesh Taxak | Role of Privatisation in Higher Education — With Special Reference to Vocational & Professional Education |
| Shveta
Singh & Vijayshri Tewari |
HR Initiatives in Designing and Developing Value-Delivery-Systems in the Hospitality Industry | Mushtaq Ahamed Bhat & Bashir Ahamed Joo | Service Quality and the Financial Performance of Banks: An Analysis | Sonal Sisodia & Nimit Chowdhary | Attributes of Service Employees: Developing a Framework | Peter P. Oppenheim & Jessie Harman | Managing Perceptions of Water Supply Service | Mohammed Shahedul Quader, Roushan Ara Sultana & M. Shahidullah | The Private Universities in Bangladesh: An Assessment |
| 1:00 to 2:00 | LUNCH | ||||||||
| Time: 2:00 to 3:30 | Time: 2:00 to 3:30 | Time: 2:00 to 3:30 | Time: 2:00 to 3:30 | ||||||
| IT & ITES-III | Education-IV | Retailing-I | Finance & Insurance-III | ||||||
| Room: Surya Mahal-I | Room: Surya Mahal-III | Room: Sanganer | Room: Surya Mahal-II | ||||||
| Session Chair: Dr. Supriya Panda | Session Chair: Dr. John Hall | Session Chair: Dr. Umashankar Venkatesh | Session Chair: Anita Goyal | ||||||
| Speaker | Paper | Speaker | Paper | Speaker | Paper | Speaker | Paper | ||
| R. Raman | The BPO Revolution: Strategies to Control High Rate of Attrition | Jui-ling Huang | Business Analysis and Faculty
Cultivation of Children’s Mathematics Tutoring Schools in Taiwan |
Fredy Valenzuela, David Pearson & Roger Epworth | Influence of Switching Barriers on Service Recovery Evaluation | Rumki Bandyopadhyay | Role of Private Insurance Players – Opportunities and Challenges | ||
| S.K.Nagarajan, M.Arul and K.Anandhan | Software Product Development by Enhanced Quality Improvement | P. Geetha Rani | Financing of Elementary Education for all in India: The Critical Issues | Alok Kumar Sahoo, Sanjay Kumar Kar | Shopping Mall: The Driving force in Organised Retailing | Mohammad Saleh Jahur, Roushan Ara Sultana & Mohammad Shahidullah | Financing Real Estate Development in Bangladesh: A Study of the Housing Schemes of Some Selected HBFIs | ||
| Dinesh Phogat, V. Subramanian, D. P. Dube, and A. R. Dani | Outsourcing: Criteria, Issues and Challenges | Anugula Narender Reddy | Financing of Secondary Education in India: Problems and Prospects | Aveek Majumdar | A Model for Customer Loyalty for Retail Stores Inside Shopping Malls- An Indian Perspective | Shiv Kumar Singh , Kushendra Mishra & Sanjay M. Bhale | Insurance Industry: A Changing Scenario | ||
| V. Goyal, Vinay Chopra & Rajesh Mahajan | Effective Factors For Retaining Talent in IT and ITES / BPO Industry: A Survey |
Neeru Snehi | School Improvement Planning-- An Approach Towards Improving Quality of School Education | Surabhi Goyal | Emergence and Sustenance of Shopping Malls: A Indian Perspective | Anurika Vaish & Pallavi Dixit | Insurance Companies in the Present Global Scenario | ||
| Sonia Bharwani & S. Bhushan | The Emergence of Malls as a Retail Format in India – Some Perspectives, Trends and Paradigms | ||||||||
| 3:30 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 | ||||||
| Telecommunication-II | Education-V | Finance & Insurance-IV | IT & ITES-IV | ||||||
| Room: Surya Mahal-I | Room: Surya Mahal-III | Room: Sanganer | Room: Surya Mahal-II | ||||||
| Session Chair: Dr. S.K. Sarkar | Session Chair: Dr. Vipin Gupta | Session Chair: Dr. Sudhanshu Bhushan | Session Chair: Mohan Agrawal | ||||||
| Speaker | Paper | Speaker | Paper | Speaker | Paper | Speaker | Paper | ||
| Gaël
Bonnin, Olivier Segard & Pierre Vialle |
Relationship Marketing and
Innovation Launch: The Case of the Launch of Wireless Local Loop Telecommunication Services in France |
P. Ganesan | Services Quality Dimensions: Application of Servqual in Educational Institution Library | Rooma Roshnee Ramsaran-Fowdar | Using In-Depth Interviews to Identify Investors' Service Quality Expectations from Stockbrokerage Firms | Santhi S. & Ganesh L.S. | Morphological Framework for Software Productivity | ||
| S. Rajeev, S.N. Sivanandan, K.V. Sreenaath & A.S.Bharathi Manivannan | Policy Based SLA for Wireless Ad Hoc Networks | S.B.Rane, A. V. Bhonsale, S. S. Mantha & A. K. Baviskar | Modeling Performance Evaluation
of Supply Chain in Technological Institution Using CII-EXIM Bank Award for Business Excellence |
Richa Sharma & Anita Goyal | Antecedents of the Loyalty Programs: Analysis of Reward Point Scheme for Credit Card Users | K. Sai Krishna, Manish Kumar, M.V Rao, P. Radha Krishna, and A. Laha | Application of Data Mining for Developing Customer Relationship Management | ||
| Manish Kumar, Pradeep Kumar, A. Laha & P.RadhaKrishna | Security Challenges for Mobile Commerce | Nek Kamal bin Yeop Yunus, Zolkafli bin Hussin, Haim Hilman bin Abdullah, Rushami Zien Yusoff & Ilias Said | Service Recovery Strategy and Student Satisfaction in Higher Education Institutions | Anita Goyal | Consumer Perception towards Service Product with respect to Purchase of Credit Cards | Kapil Aggarwal | Applications of Data Mining in Electronic Commerce | ||
| N.Jaiguru, K. Satya Shiva Prasad & H.Mohmed Shafiullah | Implementation of QFD in Technical Service Industry to Achieve Competitive Advantage – A Case Study | Rodney Arambewela & John Hall | A Comparative Analysis of
International Education Satisfaction Using Servqual |
Ali Reza Eghbali Abdol Amir Zamarri & Reihaneh Gaskari |
The Ranking of Iran’s Banks by Taxonomy Numerical Analysis | Praveen Ranjan Srivastava & Pooja Chaturvedi | Software Quality Assurance | ||
| Shani N. | Influence of Entrepreneurial Education and Training in Promoting Entrepreneurship | ||||||||