... 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...

... the homestay concept just like big hotel chains. Brand image in tourism Eco-tourism Hospitality industry Service management Sustainability Tourist behaviour The family personally attended to every guest, ensuring a warm and welcoming atmosphere. They strived to create a homely environment...

... 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 himself at a pivotal crossroads. The past few years...

... 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 a specially abled child travelling...

... 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...

... used environment friendly measures such as recycling of water and tree plantation. Anupam Saxena can 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...

...@irma.ac.in © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only IT strategy Management science/operations research Management theory Service management Social enterprise Stakeholder management On August 14th, 2017, Dipakkumar Naik, the Chairman...

... rights only Customer service Services marketing Service quality/excellence Service management Service operations On 20 April 2020, was a usual start for day’s activities for Abhay Shankar, who had joined the natural gas distribution firm, Reliable Gas Company Limited (RGCL...

... value of different product categories has been demonstrated in the table below: Ritu Srivastava can be contacted at: ritu.srivastava@mdi.ac.in © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Retailing Service innovation Service management...

... at: rajeevsuccess@gmail.com © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Business formation/startups B2B marketing Service management Customer service “We want to organize and automate this unorganized and non-automated service sector.” – Mr...

... if students know the CCs of brand architecture, brand portfolio, brand extension and line extension. Supplementary materials Teaching Notes are available for educators only. Subject code CSS 8: Marketing. Marketing Brand management/equity Service management With TR’s exceptional skills...

...: Marketing Rajeev Verma can be contacted at: rajeevsuccess@gmail.com © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Entrepreneurial skills Capital investment/resource allocation decisions Service management Product development/innovation...

... 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...

... Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Service management Services marketing Entrepreneurial skills The flames of the massive fire leapt toward the sky as they engulfed the garment factory in Baldia Town, a suburb of the industrial city of Karachi...