About the Service Excellence Summit


The annual share of services in world trade has continued to hover around 21 percent in recent years whereas its annual share in foreign direct investment flows has risen to more than 60 percent. This is a reminder that service sector worldwide has become the main driver of economic growth and development, thus the competitive advantage in the ‘New Economy’ is being driven by knowledge–based service functions rather than by the invention and adoption of new technology. Therefore Service Excellence becomes the focus of New Economics for competitive advantage in today’s marketplace. Quality service gives you the competitive advantage you need to survive in a tough business climate. In today’s customer-oriented business environment, “people skills” are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This Summit gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage.

India’s growth has seen an increased demand for high quality services. On the other hand, service has traditionally been a key element in business and requires constant evaluation in order for firms to remain competitive within the market place. Excellence in service is imperative if you wish to consistently increase your company’s bottom line.

In some ways service is a simple concept – it is providing what people actually want and supplying it in a way that makes them enjoy the experience. Then, why is it so difficult to achieve this?

By attending the International Summit on Service Excellence you will be equipped with the skills and knowledge to establish a culture of service excellence in your workplace. This summit is an exciting event where you will hear from and interact with academicians and industry experts. The expert speakers will share real life cases, lessons learned and methodologies that will enable you to understand the concepts and implications of up-to-date customer service techniques.

Don’t miss this opportunity to network with other service professionals and add value to your organisation through developing and implementing effective service strategies.

Some of themes on which this summit will focus are:
  Customer management processes.
  Excellence in services delivery processes.
  HR practices and their contribution for excellence in service business.
  Technology and its contribution towards service excellence.

The attempt of IIMT in this summit on ‘SERVICE EXCELLENCE’ would be to encapsulate the thinking in these areas by various academicians and practitioners. The platform would provide insight and synergies current thinking in creating and managing service excellence for competitive advantage.

Dr. Jagdish N. Sheth
Charles H. Kellstadt
Professor of Marketing Goizueta Business School, Emory University, USA
(Key Note Speaker)

Dr. Naresh K. Trehan
Managing Director
Escorts Heart Institute and Research Center

Mr. Harshavardhan Neotia
Managing Director
Ambuja Cement Eastern Limited

HH Shri Arvind Singhji Mewar
CMD - HRH Group of Hotels

Prof. Mahmood Khan
Professor and Director Hospitality and Tourism Management, Virginia Tech's Northern Virginia Center, USA

Dr. Vinnie Jauhari

Editor (Journal of Services Research), Head (School of Management and Entrepreneurship, IIMT, Gurgaon)

Prof. Shyam S. Lodha
Professor of Marketing and International Business Chair, Department of Marketing, Southern Connecticut State University, USA
Editor, Business Journal, USA

Dr. Pramod Paliwal
Head, IIMT-Bengal, Kolkata

Capt. Gopinath
Managing Director,
Air Deccan

Dr. Rajan Saxena Director, ICFAI, Gurgaon

Dr. Ajay Das
Dept. of Management
Zicklin School of Business
Baruch College


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