Services industry continues to play a dominant role in most economies. Globalization, WTO, information technology, intensified competition are some of the factors which have a lasting impact on the services sector. The services industry needs to build models of excellence. Excellence is not a factor of couple of aspects but excellence across various dimensions and management areas. It is essential to look at the critical factors for success in the area of services, evaluate the emerging strategies, assess the competition, and understand the dynamics of emerging businesses where online selling is going to play a crucial role.

This book is an effort to document experiences in services industry. The book looks at various management issues in the areas of healthcare, education, hospitality, financial sector and IT and ITES sector. India has huge cost and manpower advantages in areas such as IT, healthcare and hospitality. A range of management issues have been addressed in these sectors such as product design, strategy, financing, customer orientation, HR among other aspects. The research brings out an international context making it more universal in its approach. The book is divided into various chapters where each can be read as an independent work.

Contributors to the book constitute a select group of academicians working in the area of Services Management. The book is a must for service administrators, service industry managers, consultants, researchers, educators and students who wish to make a career in the services sector. Read more

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The hospitality industry is one of the fastest growing industries today with more and more people traveling for business as well as for pleasure. India today offers hotel facilities at par with the world standards and has the capacity to cater to ever growing investment demand in infrastructural development. It is also one of the largest employers in the country with a potential to provide jobs to the ever increasing population of the country. Lately the demand for hospitality related educational progammes has also increased. Despite all these trends we still find that many players in this sector are still far away from understanding the benefits of international standard and practices of this industry.

The Indian hospitality industry has still not been able to full incorporate the new management practices to the extent that it should have. Why is this so? Services Management: Insight into Hospitality Industry is an attempt to document the current research on international practices in the industry which if adopted could bring long lasting rewards to the Indian industry. The book illustrates the dynamics in hospitality industry and focuses on various aspects such as strategy, marketing, human resource management, information technology and productivity. The research included in this book bring an international context to the hospitality industry thereby making it more universal in its approach. The book is divided into various chapters where each can be read as an independent piece of research work to facilitate those that want to focus on specific areas.

Contributors to the book constitute a select group of academicians and those working in the field of Services Management. This book is a must for hospitality administrators, senior hospitality managers, consultants, researchers, educators and most of all students who wish to make a career in the service sector of the new economy. Read more

* For placing an order, please fill up the Book order form.

Services Industry is an area which will be one of the key drivers for economic growth. In this scenario, it is important that aspects such as productivity, management of processes, growth drivers, critical factors for success are identified and policy implications generated both at the industry and firm level. Healthcare, education, telecommunications, hospitality and tourism, consulting, post sales services, software are some of the areas which are witnessing lot of action. It is therefore important that issues in these areas are identified.

The proceedings contains researched papers in the above areas. It has a total of 121 papers on various issues on services management. Read more

The nature of entrepreneurship and investments in innovation have an impact on competitiveness of a nation. Globally there is a growing yearning for sustainable businesses. There is a need to re-look at entrepreneurial initiatives which match with the local context. Countries require entrepreneurial solutions addressing their cultural and socio-economic complexities. Innovation needs to be hence linked to the local context and tracked in various functional areas in the services sector. The developed economies have been seedbeds of entrepreneurship which has resulted in firms transcending national boundaries.

This conference attempts to explore the dynamics of entrepreneurship and innovation in the services sector. Emergence of business potential in emerging economies such as China, India, Brazil, Eastern Europe has led to emergence of strategies such as outsourcing, mergers and acquisitions, franchising, strategic alliances, management contracts etc. This conference attempts to debate the management challenges for initiating and sustaining successful entrepreneurship and innovation in the services industry.

Track I: Entrepreneurship in Emerging Areas in Services Industry.
Track II: Public Private Partnerships in the Service Sector.
Track III: Sustainable Entrepreneurship Practices in Services Industry.
Track IV: Innovation Across Various Service Sectors.
Track V: Emergence of Clusters in the Services Sector.
Track VI: Ethics and Entrepreneurship.

The proceedings contains researched papers in the above Track. It has a total of 45 papers on various issues on services management. Read more

The paper analyses the Indian experience of shopping malls – their development and emerging trends. Analysis in terms of marketing strategies, consumer behaviour and psychographics sheds light on customer attitudes towards shopping and entertainment. It further elucidates the benefits of incorporating Family Entertainment Centers (FECs) in the malls’ mix in terms of cross-shopping, increased consumer spending and future patronage of malls through an empirical study conducted in Gurgaon, India.

It compares and contrasts the issues and problems in the development of malls. A model for rentals as revenue sharing between mall-developer and tenant is suggested. A case of FDI in Indian malls is examined keeping in light how liberal FDI policies have completely changed the market dynamics in S.E. Asia in the past few years. Some micro and macro imperatives have been suggested to enable the Indian retail industry to continue on its growth trajectory. Read more