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THE 5th INTERNATIONAL CONFERENCE ON SERVICES MANAGEMENT MAY 19-21, 2011 The Leela Kempinski, Gurgaon, Delhi (NCR) PROGRAMME SCHEDULE
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Day 1 – THURSDAY (May 19th, 2011) TECHNICAL SESSIONS |
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ACTIVITIES |
TIME |
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REGISTRATION |
8.30 AM to 9.30 AM |
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Conference Registration |
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INAUGURATION |
09.30 AM to 09.40 AM |
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Address by Conference Chair Dr. Vinnie Jauhari - Director, IIMT |
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09.40 AM to 09.50 AM |
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New Campus Presentation by Mr. Amit Kapur, Promoter IIMT |
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09:50 AM to 10.00 AM |
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Address by Dr. R. Kapur, Promoter Radisson Delhi and Varanasi and Chairman, IIMT |
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10.00 AM to 10.05 AM |
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Address by Mr.K.B.Kachru - Executive Vice President, South Asia, Carlson Hotels and Managing Director, IIMT |
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10.05 AM to 10.10 AM |
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Address by Conference Partners Prof. Bert Van Hoof, Director, School of Hospitality Management, Penn State University |
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10.10 AM to 10.15 AM |
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Prof. Levent Altinay Professor, Business School Oxford Brookes University, UK |
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10.15 AM to 10.35 AM |
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Keynote Address 1: “Educating our students for the future” Mr. Wayne Johnson, Member of the ASTRA Board of Directors Member of the Global Innovation Community |
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10.35 AM to 10.55 AM |
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Keynote Address 2: “Internationalisation, Technology & Customer Experience” Prof. Mahmood Khan, Professor, Hospitality & Tourism Management Brahim’s Endowed Chair Professor, UPM Virginia Tech’s Northern Virginia Center, USA |
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10.55 AM |
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Vote of Thanks – Prof. Meghna Rishi, Assistant Professor, IIMT |
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TEA BREAK |
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11:00 AM to 11:30 AM |
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Time: 11:30 AM TO 1:00 PM Technical Session 1A: Consumer Service and Experience Conference Room-1 Session Chair: Prof. Anna Mattila Session Co-Chair: Prof. Sudhanshu Bhushan |
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Time: 11:30 AM TO 1:00 PM Technical Session 1B: Managing Services Conference Room-2 Session Chair: Prof. Mita Sujan Session Co-Chair: Prof. Sandeep Munjal |
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Speakers |
Paper |
Speakers |
Paper |
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Harish Sujan, Meryl Gardner and David Cranage |
How do Optimistic and Pessimistic Customers Differ in their Response To Retailers’ Strategies for Recovering from Product Failure? |
Charla Griffy-Brown |
Using Customer-Facing Technology to Create New Business Value: Insight from the Public and Private Sector into the Changing Value Equation |
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Nidhi Sabharwal and Harmeen Soch |
Confirmatory Factor Analysis of Determinants of Service Recovery |
Alexandros Paraskevas and Catia Guimaraes |
From Business Continuity to a Business Resilience Model for Hotel Operating Systems |
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David Cranage and Chung Hun Lee |
Towards Understanding Consumer Processing of Negative Word-of-Mouth Communication: The Roles of Opinion Agreement and Organizational Response |
Ashish Pareek, Swati Bhargava and Preeti Tak |
Survival Strategy for Traditional Retailers in the Era of Modern Retailing |
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Mukesh Malik and Deepti Dabas Hazarika |
Role of Service Encounter and Context in Strengthening the Service Recovery Paradox |
B.P. Saraswat and Nidhika Joshi |
Strategic Management of Brand and its Effectiveness in Banking Sector |
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Daniel L. Spears, Bharath M. Josiam, Sanjukta Pookulangara and Tammy Kinley |
We have Seen it in the Movies, Now Let's See if it's True: Hollywood and Tourism |
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LUNCH |
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1:00 pm-2:00 pm |
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2.00 PM to 3.00 PM Panel Discussion-1 Panel Members Conference Room-1 University & Industry Collaboration Prof. Bert Van Hoof, Director, School of Hospitality Management, Penn State University (Moderator) Prof. Ruth Ann Jackson, Director, Hospitality Leadership Institute, Penn State University Prof. Sandeep Sancheti, Director NITK, Surathkal Consulting Prof. K.B.Akhilesh, Professor , Indian Institute of Science, Bangalore Mr. Aquil Busrai, Ex- Executive Director Human Resources, IBM, CEO Aquil Busrai |
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TEA BREAK |
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3:00 PM to 3:30 PM |
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Time: 3:30 PM TO 5:00 PM Technical Session 2A: Competencies and Customer Experiences Conference Room-1 Session Chair: Prof. Ruth Ann Jackson Session Co-Chair: Prof. Gunjan Sanjeev |
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Time: 3:30 PM TO 5:00 PM Technical Session 2B : Customer Experiences and Relationships in Service Industry Conference Room-2 Session Chair: Prof. Sanjaya Gaur Session Co-Chair: Prof. Meghna Rishi |
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Speakers |
Paper |
Speakers |
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Sudhanshu Bhushan and Sonia Bharwani |
From Capacity Expansion to Capability Enhancement Identification and Development of Skills in the Indian Hospitality Industry, Keeping in View the Global Context |
H.G. Parsa, Amy Gregory, John. T. Self, Kirti Dutta, and Hae Jin Yoon |
Assessing the Relative Importance of Restaurant Attributes in Consumer Patronage |
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Mandeep Singh and Alka Sharma |
Role of Value Added Services in Building Customer Satisfaction and Loyalty in Mobile Telephony |
Michela Mari and Sara Poggesi |
Reviewing the Servicescape: Consumer Experience and New Trends of Research |
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Sonia Bharwani and Vinnie Jauhari |
From Fungible to Memorable An Exploratory Study of Competencies Required to Create Customer Experiences in the Hospitality Industry |
Parikshat Singh Manhas and Ramjit |
Customer Experience and its Application in Building the Brand Loyalty in Hospitality Industry |
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Mita Sujan |
Improving Health Outcomes: Increasing Adherence to Physician Recommendations for Chronic Condition Care Regimes via Message Framing |
B. Krishna Reddy and B. Madhavi Latha |
Factors Influencing Satisfaction of Guests in Hotel Industry- An Emperical Study |
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Khalid M.A. Magablih and Mairna Mustafa |
The Perceptions of Local Community about Tourism in the New World Wonders: The Case of Petra in Jordan |
Soma Sur |
Understanding Customer Loyalty Relationships In Customer Service Oriented Versus Self-Service Oriented Technology-Based Services |
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Prasanta Parida |
Enhancing Tourism Management Services through Social Marketing |
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Day 2 – FRIDAY (May 20th, 2011) TECHNICAL SESSIONS |
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Time: 9:30 AM to 11:00 AM Technical Session 3A: Marketing Services Industry Conference Room-1 Session Chair: Prof. David A. Cranage Session Co-Chair: Prof. Sonia Bharwani |
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Time: 9:30 AM to 11:00 AM Technical Session 3B: Marketing & Customer Perceptions in Services Industry Conference Room-2 Session Chair: Prof. Levent Altinay Session Co-Chair: Prof. DurgaMohan |
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Speakers |
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Speakers |
Paper |
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Padmavathy. C and V. J. Sivakumar |
Linkages among CRM Effectiveness, Customer Satisfaction and Customer Loyalty: Indian Retail Banking Context |
Sanjaya S. Gaur and Halimin Herjanto |
Effect of Similarity on Satisfaction with Service Salespersons |
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Shamsher Singh |
Customer Satisfaction analysis of Service Delivery Quality: An Empirical Study of Banking Sector in National Capital Region |
Ashish Pareek, Preeti Tak and Swati Bhargava |
Customer Perception of Retail Formats: A Study of Ajmer City |
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Chitra Sivasubramanian and A. Pankajam |
Retail Investors’ Satisfaction and Behavioural Intentions towards Stock Brokers and Designing Schemes for Better Satisfaction |
Sanjukta Pookulangara, Tammy R. Kinley, Bharath M. Josiam and Dan Spears |
Using Structural Equation Modeling to Understand the Impact of Hollywood on Fashion Purchases |
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Hussain Ali Bekhet and Basheer Abbas Al-allak |
Measuring Factors Affecting the Adoption of E-statement in Malaysia |
Madhurima Deb |
Antecedents of Retailer-Customer Relationships - Focused on Indian Fashion (Designer Wear) Retailer |
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P. Chitramani, Shantha B. Kurup, B. L. Lakshmi Meera |
Retail Strategies based on Store Choice Behavior and Shopping Orientation of Outshoppers |
Soumodip Sarkar and Luisa Carvalho |
Market Structures, Strategy and Innovation in Services a Study Applied to the Tourism Sector |
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Rajneesh Sharma and Thani Jambulingam |
Does Internet Marketing Matter to the Generic Drug Industry? |
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TEA BREAK |
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11:00 AM to 11:30 AM |
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Time: 11.30AM to 1:00 PM Round Table 1: Strategy & Growth Challenges for Global Hospitality Conference Room-1 |
Time: 11.30AM to 1:00 PM Round Table 2: Marketing, Finance & HR Challenges for Global Hospitality Industry Conference Room-2 |
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Guest of Honor: Prof. Richard Teare, Editor, WorldWide Hospitality & Tourism Themes & President, Global University for Lifelong Learning (GULL), UK |
Chair: Prof. Hubert B. Van Hoof, Director and Professor, School of Hospitality Management, Penn State University, USA |
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Chair: Prof. Mahmood Khan, Professor, Hospitality & Tourism Management, Virginia Tech’s Northern Virginia Center, USA |
Co-Chair: Prof. Sudhir Andrews, Dean, School of Hospitality and Tourism Management, IIMT |
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Panel Members: |
Panel Members: |
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Mr. K.B. Kachru, Executive Vice President, South Asia, Carlson Hotels Mr. Ajay Bakaya, Executive Director, Sarovar Hotels & Resorts Mr. Manav Thadani, Chairman, HVS South Asia Mr. Nathan Andrews, Executive Vice President, Lavasa Corporation Limited Mr. Amit Kapur, Director Business Development, Radisson Hotel, Delhi |
Finance: Mr. Akshay Kulkarni, Resident Director, South Asia, Cushman & Wakefield Hospitality Prof. Daniel Mount, Associate Professor, School of Hospitality Management Pennsylvania State University, USA HR Mr. Sanjeev Sethi, Area Director, Human Resource, The Leela Palace Kempinski, Dr. V.P. Singh, Executive Director, HR & Chief Pupil, RJ Corp / Devyani International Ltd. Marketing Prof. Anna Mattila, Editor, Journal of Hospitality & Tourism Research Prof. David Cranage, Associate Professor, School of Hospitality Management Pennsylvania State University, USA |
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LUNCH |
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1:00 PM - 2:00 PM |
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2.00 PM to 3.15 PM Panel Discussion-2 Panel Members Conference Room-1 Excellence in Higher Education Prof. Vinayshil Gautam, Chair Professor of Management, IIT Delhi (Chair & Moderator) Prof. Sanjay S. Gaur, Associate Professor, AUT School of Business, Auckland University of Technology, NZ Prof. David Cranage, Associate Professor, Hospitality Management Pennsylvania State University, USA Prof. Richard Teare, Editor, Worldwide Hospitality and Tourism Theme (WHATT) Prof. Sudhanshu Bhushan, Professor, Dean-Student Welfare, IIMT, Gurgaon |
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TEA BREAK |
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3:15 PM to 3:30 PM |
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Time: 3:30 PM TO 5:00 PM Technical Session 4A: Social Innovation and CSR in Service Industry Conference Room-1 Session Chair: Prof. Sudhanshu Bhushan Session Co-Chair: Prof. Sandeep Munjal |
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Time: 3:30 PM TO 5:00 PM Technical Session 4B: Financial Management in the Context of Services Industry Conference Room-2 Session Chair: Prof. Daniel Mount Session Co-Chair: Prof. Gunjan M Sanjeev |
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Speakers |
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Speakers |
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Punita Bhatt Datta and Levent Altinay |
Exploring the Impact of a Social Innovation: A Case Study from India |
Kate Varini and Pavan Sirsi |
Social Media and Revenue Management; Where Should the Two Meet? |
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Sandeep Munjal and Parul G Munjal |
City Palace Udaipur: A Case Study for Sustainable Heritage Tourism through Services Enhancement |
Xuan Lorna Wang |
The Impact of Revenue Management on Hotel Key Account Relationships |
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Bharath M. Josiam, Daniel Spears, Sanjukta Pookulangara and Tammy Kinley |
Love in Tokyo or an Evening in Paris: Bollywood and International Tourism by Indians Worldwide |
Kate Varini and Yuping Li |
Perspectives of the Positive Impacts of Overbooking on Customer Loyalty |
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Anjana Singh and Meghna Rishi |
Corporate Social Responsibility Initiatives in the Indian Private Hospital Industry |
Madhu Vij and Gunjan M. Sanjeev |
Determinants of Net Interest Margins (NIM) of Banks in India: An Empirical Study |
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Shachi Yadav, Sumbul Khan and Sarika Tomar |
Corporate Philanthropy the Bharti Way |
Kanika Gupta |
Persistent Effect of the Pecking Order Theory and Market Timing Theory: The Case of Indian Listed Companies |
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Day 3 – SATURDAY (May 21st, 2011) TECHNICAL SESSIONS |
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Time: 9:30 AM to 11:00 AM Technical Session 5A: Trends in the Services Sector Conference Room-1 Session Chair: Prof. Bharath M. Josiam Session Co-Chair: Prof. Rumki Bandopadhyay |
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Time: 9:30 AM to 11:00 AM Technical Session 5B : Deployment of Technology in Service Sector Conference Room-2 Session Chair: Prof. Charla Griffy-Brown Session Co-Chair: Prof. Sonia Bharwani |
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Speakers |
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Zélia Breda and Carlos Costa |
The Role of Network Relationships in the Internationalisation of Tourism Firms: The Case of the Portuguese Hotel Sector |
Anudeep Rawal |
Adoption of Cloud Computing in India |
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Sudhanshu Bhushan and Gaurav Tripathi |
Service Economies of China and India - A Comparative Study |
Ramaraj Palanisamy and Bhasker Mukerji |
Adoption of Open Source Software for Enhancing Customer Satisfaction: A Case Study from Canadian Educational Sector |
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Rumki Banerji and Gunjan M. Sanjeev |
A Review on the Effects of Bank Merger and Acquistions |
Slawomir Smyczek and Justyna Matysiewicz |
Building Consumer Loyalty - Challenge for Global E-healthcare Organizations |
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Anomitra Chakravarty, S.N.V. Siva Kumar and Mohd. Nishat Faisal |
What Differentiates Indian Exporters and Non-exporters of Engineering Consultancy Services? |
Sanjay K. Jain and Manika Jain |
Exploring Impact of Consumer and Product Characteristics on E-Commerce Adoption: A Study of Consumers in India |
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Rati Shukla and Anjana Singh |
Emerging Technologies in Eye Sight Correction: Customers Perspective |
A. Lenin Jothi |
Leveraging IT for Customer Service: A Study from Indian Life Insurance Industry |
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Meghna Rishi |
Sector-Wise Contribution to the Indian Advertising Industry: Media Convergence Model |
Manasi Shukla |
Study of Relevance of Software Developer Competencies via a Survey of Indian Software Services Industry |
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TEA BREAK |
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11:00 AM to 11:30 AM |
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Poster Presentation 11:00 AM to 11:30 AM |
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11.30 AM to 12.30 PM Panel Discussion-3 Panel Members Conference Room-2 Editor Workshop Panel Prof. Bert Van Hoof, Director, School of Hospitality Management, Penn State University (Moderator) Prof. Anna Mattila, Editor , Journal of Hospitality and Tourism Research Prof. David Cranage,Editor, Journal of Foodservice Business Research Prof . Richard Teare, Editor, Journal of WorldWide Hospitality and Tourism Themes Prof. Vinnie Jauhari, Editor, Journal of Services Research & Journal of Technology Management for Growing Economies Prof. Charla Griffy-Brown, Editor-in-Chief, Technology in Society, an International Journal |
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VALEDICTORY |
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12.30PM to 1.30PM Conference Room 1 |
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Summarising the deliberations |
Dr. Gunjan Sanjeev |
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Conference Agenda for the year 2012 |
PennState University Team : Prof. Bert Van Hoof, Prof. David Cranage, Prof. Dan Mount |
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Best Paper Awards |
IIMT Team |
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LUNCH |
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1.30PM to 2.30PM |
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Download the Programme Schedule 