Submission of extended abstract

Notification of Acceptance & Feedback from Reviewer

Early Bird Registration

Conference Dates

: 31st October 2020

: 15th November 2020

: 30th November 2020

: 18th - 19th December 2020

Hosting Institution

About IFIM Business School


Established in 1995, IFIM Business School, Bangalore, is currently amongst the top 6 Business Schools in India to have been awarded the AACSB accreditation. IFIM is also accredited by National Board of Accreditation (NBA), and South Asian Quality Assurance System (SAQS), and is ISO 9001:2008 certified. Various programmes at IFIM includes (1) PGDM (FT): 2 Year residential Post Graduate Diploma in Management (PGDM) with international super-specializations in Martech, Fintech, Big Data Analytics, Digital Transformation & HR (2) SpecX: With experiential specialisations for new age roles: 2 Year PGDM Marketing and 2 Year PGDM Finance (3) PGDM IB: Dual Degree Pathway Program in association with State University of New York (Albany) and Sydney Business School (UOW) (4) PGDM LFH: A unique learn from home program which brings in the experience of learning from a campus while at home and (5) BBA at Vijaybhoomi University, Greater Mumbai having pathway options with ESCP Europe, ESC Rennes, UOW Australia and SUNY Albany.


Actively engaged in research and consulting, IFIM hosts several Centres of Excellence such as AIM-Parasuraman Centre of Service Excellence and Centre for Consulting in Digital Leadership. IFIM has an elite set of international academic partners including leading institutes such as ESCP-London, Darden Business School (University of Virginia) and McCombs Business School (University of Texas at Austin).


IFIM Business School has four distinct anchors that support its overall educational philosophy:


  • Grooming T shaped professionals with a unique curriculum aligned to the needs of industry 4.0.
  • A mix of scholars with PhD and experienced practice-oriented best-in-class faculty.
  • Global connect with partnerships with world-renowned business schools offering super-specialisations in new-age courses.
  • Industry connect programmes to groom “Beyond Tomorrow” professionals.


Salient Features of IFIM B School :


  • 6th Business School in India to receive the prestigious AACSB International accreditation. 
  • Ranked 28th in India by Business Today 2018 – the only institute to jump 20 places.
  • India’s 1st Business School to set up a Digital Business academic area. 
  • One of the strongest Finance and Marketing faculty in the country.
  • Pioneer of India’s only service excellence index (index of Service Excellence in India – iSEI) 
  • IFIM’s Research Incubation Program figured on AACSB’s ‘innovations that inspire’ list of 2019 for the Asia Pacific region.
  • Only Business School to offer a Bespoke Curriculum model which provides a tailor-made learning path for each student.
  • Super Specialisation - A unique opportunity for students to study the most relevant and contemporary subject from top business schools in the world. A 10-credit program curated for a multi-generational cohort consisting of students and executives for learning by solving real-life problems at our partner global schools Darden School of Business (University of Virginia), McCombs School of Business (University of Texas, Austin) and ESCP London to groom ‘T’ shaped professionals for next-gen roles in next-gen industries. 
  • 33% of the curriculum comprises of Practice Course.
  • The fastest Business School to complete 100% placements in 2018
  • A wellness and personality/communication-centric program to nurture life skills and lifestyle in each student is integrated into the curriculum.


AIM-Parasuraman Centre for Service Excellence



The overall aim of the Centre is to serve as a catalyst for making significant contributions relating to service excellence in three intertwined areas – research scholarship, managerial insights, and pedagogy. Consistent with the 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).


An Illustration of the Centre’s Potential Contributions: The iSEI


The types of contributions the Centre is capable of making along the aforementioned lines are embodied in the pilot version of the Index of Service Excellence in India (iSEI) that was released on 26th July 2019 under the auspices of the IFIM B-School in conjunction with the announcement of the formation of this Centre. The iSEI is a robust and rigorous benchmarking tool for making within-sector and across-sector comparisons of companies vis-à-vis their extent of service excellence. The underlying theoretical foundation for the iSEI is the well-established SERVQUAL methodology for measuring service quality along the dimensions of tangibles, reliability, responsiveness, assurance, and empathy in the form of “gaps” between what customers believe true service excellence represents in a given sector and the level of service they believe a given company actually delivers on each of the dimensions. The dimension-level gap scores are weighted by the relative importance of the five dimensions (as assessed by the customers) and then aggregated to derive an overall 100-point index score.

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