This is the age of consumer experience where internationalisation and technology plays an important role. IIMT is organising a conference on services management which is hosted annually in partnership with Penn State University and Oxford Brookes University. The last conference was held at Oxford. There are over 50 universities which are participating. Leading hospitality professors such as Prof Mahmood Khan, Virginia Tech University, Prof Richard Teare from UK, Prof Bert Van Hood, director, School of Hospitality, Penn State University are participating in the same. The conference focuses on areas such as services industry’s response to globalisation challenges, competitiveness in services industry. It also focuses on emergence of new business models in the service industry which are led by technology changes. The conference also focuses on building competencies across various industry areas.
There are numerous panel discussions on areas such as Building University Industry partnerships, Excellence in Higher Education, Challenges for Global Hospitality Industry wherein leading industry participants and academics of international repute would be discussing various service related issues. An editor’s panel would also be hosted where there are editors of leading international journals who would be participating such as Technology in Society (Elsevier); Journal of Hospitality and Tourism Research, Journal of Foodservice Business Research, Journal of Worldwide Hospitality and Tourism Themes, and Journal of Technology Management for Growing Economies. They would be discussing strategies for getting the work published in international forums.
There would be over 55 research presentations which would be made in the domains of customer experience, customer recovery, customer satisfaction, competencies, deployment of technology in the context of services industry.
The keynote address in the conference will be delivered by Wayne Johnson, member, ASTRA Board of Directors. He would be talking about, “educating our students for the future.” Prof Khan will be talking on internationalisation, technology and customer experience.