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Conference Dates

: 31st October 2020

: 15th November 2020

: 30th November 2020

: 18th - 19th December 2020


Dr. A Parasuraman

Dr. A Parasuraman

Professor Emeritus, Marketing

University of Miami


Dr. A Parasuraman is a pioneer in service research and developer of the SERVQUAL methodology for measuring service quality. He is also the developer of a scale for measuring electronic service quality (E-S-QUAL) and a scale for measuring the technology readiness of people [Technology Readiness Index (TRI)].


He has published over a hundred articles in leading scholarly journals as well as several books. His publications have garnered over 160000 Google-scholar citations in total. Dr. Parasuraman is Emeritus Professor of Marketing and James W. McLamore Chair Emeritus at Miami Business School, University of Miami.

Keynote Speakers

Prof. Andrea Ordanini

Prof. Andrea Ordanini

Bocconi University, Italy


Andrea Ordanini is Full Professor in Marketing & Service Analytics and Holder of the BNP Paribas Endowed Chair at Bocconi University. He visited the London School of Economics and Political Sciences in 1997 and the University of California at Irvine in 2003 and 2006. 


His academic achievement includes degree in Business Administration from Università Bocconi and PhD in Business Administration and Management from University of Pavia, ITA (1999). His academic career includes Summer Courses, MSc Social Science Data Analysis, University of Essex, UK (2003 and 2005). He was a Visting Professor to University of California at Irvine, US (2003 and 2006). He served as Associate Professor of Marketing, Bocconi University (2004-2011) and Full Professor of Marketing, Bocconi University (2012-). He was the Head of Department (2013-2019). He is the BNP Paribas Endowed Chair in Marketing & Service Analytics (2018 -). His research interests include service marketing, consumption of cultural goods (e.g., music) service innovation, new product development.

Prof. K. Sivakumar

Prof. K. Sivakumar

Lehigh University, U.S.A


Prof. K. Sivakumar is the Arthur Tauck Chair and a Professor of Marketing at Lehigh University, USA.  Siva's research interests include globalization, innovation, pricing, services, and supply chains. He has published widely in leading journals including the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Product Innovation Management, Decision Sciences, and other publications. His research papers on international marketing and pricing have been summarized in the “Editors' Briefing” section of the Harvard Business Review. 


Siva is the recipient of the Donald Lehmann Award (given to the best dissertation-based article in Journal of Marketing or Journal of Marketing Research) from the American Marketing Association (AMA), Best Services Article Award from the AMA, Martin J. Whitman Distinguished Ph.D. Alumni Award from Syracuse University, Alpha Kappa Psi Doctoral Dissertation Award from the Academy of Marketing Science (AMS), Honorable Mention for the John Howard Doctoral Dissertation Award from the AMA, Best Conference Paper Award at the AMA Academic Conference, Best Conference Paper Award at the AMS Annual Conference, and other awards.


Prof. Jay Kandampully

Prof. Jay Kandampully

Editor-in-Chief, Journal of Service Management
Chair – International Research Symposium in Service Management (IRSSM)
Professor, Ohio State University


Prof. Jay Kandampully is a professor of Service Management in the Department of Human Sciences. He also serves as a visiting professor at the Management Center Innsbruck, Austria; Nanjing University of Science and Technology, China; University of International Business and Economics, Beijing, China; Furtwangen University, Germany; RWTH Aachen University, Germany; and University of Tartu, Estonia.


He is the Editor in Chief of the Journal of Service Management (JOSM) and serves on the editorial advisory board of 10 refereed international journals. He serves as the CTF International Fellow at the University of Karlstad, Sweden and International Fellow at the University of Namur, Belgium.


He holds a PhD in service quality management, and an MBA, specializing in services marketing, both from the University of Exeter, England.Kandampully was instrumental in developing service marketing/management programs at the University of Alaska in Fairbanks, Lincoln University in New Zeland and at the University of Queensland, Australia.


His most recent book is entitled “Service Management Principles for Hospitality and Tourism” (coauthor David Solnet). Kandampully is the author of the bestselling textbook “Services Management: The New Paradigm in Hospitality” (translated into Chinese), and the lead editor of the book, “Service Quality Management” , (translated into Chinese, Korean and Arabic). He is the editor of the following books: “Service Management: The new Paradigm in Retailing” (this book is translated into Chinese); “Service Management in Health and Wellness Services” ; “Customer Experience Management: Enhancing Experience and Value through Service Management.” Additionally, he has published more than 130 articles and has presented numerous papers at international conferences on issues relating to service management and marketing, service brands and service innovations. 

Prof. Justin Paul

Prof. Justin Paul

Editor-in-Chief, International Journal of Consumer Studies & Associate Editor,
Journal of Business Research


Prof Justin Paul, serves as Editor-in-chief of International Journal of Consumer studies, and as an Associate Editor of Journal of Business Research (A Ranked journals in Australian Business Deans' council). A former faculty member with the University of Washington, he is a full professor of PhD & MBA programs, University of Puerto Rico, USA. He holds three honorary titles as 'Distinguished Professor' with three reputed universities- Indian Institute of Management (IIM-K), and SIBM, Pune and MS university in TN State of India.


He is known an author/co-author of best selling books such as Business Environment (4th ed), International Marketing, Services Marketing, Export-Import Management (2nd edition), Management of Banking & Financial Services by McGraw-Hill, Oxford University Press & Pearson respectively. Dr. Paul has served as Lead Guest Editor with the International Business Review, Journal of Business research, Journal of Retailing & Consumer services, Asia Pacific Business Review and European Business Review. He serves as Associate Editor with European Management Journal, & Journal of Strategic Marketing. He has also edited special issues for Small Bus Economics and Journal of Promotion Management. He was Associate editor for International Journal of Emerging Markets, The Services Industries Journal and European Journal of International Management for 3 years.


Prof. Paul introduced Masstige model and measure for brand management, CPP Model for internationalization, SCOPE framework for Small firms and 7-P Framework for International Marketing. His articles have been downloaded over 700,000 times during last six years. He has published over 75 research papers in SSCI journals and 100+ in Scopus. Over 40 papers are in A or A star journals. He has been an invited speaker at several institutions such as University of Chicago, Vienna Uni of Commerce & Business- Austria, Fudan & UIBE-China, Barcelona and Madrid and has published three best selling case studies with Ivey & Harvard.


Topic: Service Excellence and Efficiency through Service Innovations and Technologies


Session Chair

Prof. Shainesh G.
Professor – Marketing
IIM Bangalore

Prof. Jochen Wirtz
Vice Dean & Professor of Marketing
National University of Singapore

Prof. Varsha Jain
Professor – Integrated Marketing Communications

Prof. Ramendra Singh
Associate Professor – Marketing
IIM Calcutta


Societal Wellbeing and Sustainability: Implications for Service Research and Practice


Session Chair

Prof. Prithwiraj Nath
Professor – Marketing
Newcastle Business School,
Northumbria University.

Prof. Satyabhusan Dash
Professor – Marketing,
IIM Lucknow

Prof. Sanjeev Prashar
Professor – Marketing.
IIM Raipur

Dr. Jayanthi Thanigan
Associate Professor - Marketing
T A Pai Management Institute (TAPMI)

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