Services industry continues to play a dominant role in most economies. Globalization, the WTO, incursion of information technology and 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.
ABOUT THE AUTHOR Umashankar Venkatesh
Dr. Umashankar Venkatesh graduated with a Masters degree in Management Studies from the FMS Banaras Hindu University, India. He has also earned a Master of Science degree in Agricultural Economics from the Institute of Agricultural Sciences, BHU for which he was awarded two gold medals. He received his Ph.D. in the area of consumer behavior from the Vikram University, Ujjain, India. With more than 15 years of experience in academia and industry, he is currently Professor and Dean at the Institute International Management and Technology, Gurgaon, India. Earlier he was Professor and Dean NIILM and IILM, new Delhi, (1995-2000) and Assistant Professor, Department of Business Management , Purvanchal University, Jaunpur, UP, India (1990-95). His areas of interest are Consumer Behavior and Marketing of Services. He is currently the Editorial Advisor for the Journal of Services Research, India. He has numerous publications to his credit and has conducted many training programs and EDPs for various institutions and corporations, both public and private.
ABOUT THE AUTHOR Vinnie Jauhari
Dr. Vinnie Jauhari is M.Sc. (Hons.) in Electronics from Panjab University, Chandigarh and MBA-Marketing (Gold Medalist). She received her Ph.D. on Corporate Entrepreneurship from Indian Institute of Technology, Delhi and Post-Doctoral from the United Nations University, Tokyo in the area of Technology and Society. She has worked at IILM before she joined the Institute for International Management and Technology as Associate Professor and Associate Dean. Dr. Jauhari is currently Professor and the Head of the School of Management & Entrepreneurship at IIMT. She is also the founding editor of the Journal of Services Research and has over 45 publications in National and International Journals. She has also authored books on Business Strategy and Services Management. Her area of expertise is Strategic Management, Technology Issues and Marketing.
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