... solutions to deal with decades of internal neglect, non-performance and labour union problems. This case study is relevant to address real issues of customer experience, consumer psychology, reputation risk management and standard operating procedures in service management. Complexity academic level...

... and hospitality. Rekha Attri can be contacted at: rekha.attri@jaipuria.ac.in © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Brand image in tourism Eco-tourism Hospitality industry Service management Sustainability Tourist behaviour August...

... Emerald Publishing Limited Licensed re-use rights only Hospitality industry Service management Risk management Hotel management Amidst the resurgence of the hospitality industry in 2023, the general manager of Nam Nghi Resort, located on the captivating Phu Quoc Island in Vietnam, found...

... in February 2022 (Zee News, 2022). Corporate communications Service management Customer service In May 2022, the chief executive officer of IndiGo Airlines – India’s largest passenger airline by market share, Ronojoy Dutta, found himself in the eye of a storm over the airline’s handling...

... of service concept and design. The case covers a range of topics such as service processes, service elements and product offerings in a service setting. It can be used effectively with MBAs and Hospitality Management program in courses that focus on Service Management, Service Operations or Service Marketing...

... be contacted at: anupam.saxena@jaipuria.ac.in © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Service management Service operations Crisis management To create and provide quality services to the inhabitants and visitors of Lucknow, known for its...

... these initiatives aimed to provide the people of India with ICT-enabled advantages. IT strategy Management science/operations research Management theory Service management Social enterprise Stakeholder management On August 14th, 2017, Dipakkumar Naik, the Chairman of Amalsad Vibhag Vividh...

... Emerald Publishing Limited Licensed re-use rights only Figure 1 Overview of the natural gas distribution system Figure 2 Market segmentation for CGD business Customer service Services marketing Service quality/excellence Service management Service operations...

... Licensed re-use rights only Retailing Service innovation Service management Services marketing Shailesh Mehta was immersed in deep thought as he looked outside the window of his Gurgaon high-rise apartment. It was 28th April 2020; he was in a lockdown situation post the COVID crisis...

... Business formation/startups B2B marketing Service management Customer service “We want to organize and automate this unorganized and non-automated service sector.” – Mr Balkishun Kumar, Co-founder, UrbanKare In May 2019, it was the fourth repeat purchase from a satisfied customer...

... uncomfortable remaining in this occupation for life and contemplated his next career move. Marketing Brand management/equity Service management While congratulating his pupil, a talented hairstylist who had just won the Shiseido Beauty Innovator Award, Mr. Tai-Hua Teng (herein referred to as TR...

... investment/resource allocation decisions Service management Product development/innovation Competitive strategy Services marketing Startup Rural road connectivity Resource allocation Cab industry Kiosk Service delivery Innovation Entrepreneurship Our biggest strength is our unique model...

... strategy Joint ventures/strategic alliances Service management Strategic management/planning Immediately after signing the new JV document, John Hall, CEO of Telco China, started doubting whether he had made a right deal. Telco China was a foreign owned company in China. Its parent company...

... Service management Organizational behaviour Stakeholder management Human resource management Public administration On Monday, 3 October 2016, Ms Xolani Ngumi[ 1 ] Chief Director, Enola District Health Services of one of the 52 districts in the 9 provinces of South Africa[ 2 ], was driving from...

... of fire and how one must act in different situations for their own safety and that of those around them. Dr Amber Gul Rashid can be contacted at: arashid@iba.edu.pk © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Service management Services...