AIM-Parasuraman Centre for Service Excellence

AIM-Parasuraman Centre for Service Excellence

Centre for Continuous Employability

Centre’s Mission: ”To serve as a catalyst for fostering service excellence in multiple domains through stimulating and supporting (a) research scholarship, (b) managerial action, and (c) pedagogical innovation, pertaining to service excellence.”

Accomplishing the Centre’s Mission

The aspirational vision for the Centre, besides the launching of the aforementioned iSEI, is to serve as a catalyst for bringing together and facilitating interactions among academic scholars, companies and students (who are would-be managers and/or

scholars down the road) with the goal of promoting and nurturing service excellence in multiple areas.

This Centre can be envisioned as a three-pillared structure, with the Centre’s vision atop the structure and supported by three interlinked pillars: (a) research scholars from academic institutions, (b) practitioners from various industry sectors and (c) students being trained at academic institutions. Consistent with this three-pillared structure supporting its vision, the Centre’s broad objectives are three-fold, focusing on knowledge creation, knowledge dissemination and knowledge implementation in the service-excellence domain:

  • Foster ongoing research that leads to new theoretical, managerial and pedagogical insights pertaining to service excellence (knowledge creation)
  • Propagate those insights through publications, presentations, press releases, etc. (knowledge dissemination) and
  • Enable application of those insights to (a) stimulate further scholarly discourse and research (e.g., through research symposia and conferences); (b) improve managerial practice in various organizations (e.g., through consulting assignments and practitioner forums); and (c) enhance student learning (e.g., through case studies and class projects) (knowledge implementation)
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