Titlebook: Services Marketing Cases in Emerging Markets; An Asian Perspective Sanjit Kumar Roy,Dilip S. Mutum,Bang Nguyen Textbook 2017 Springer Inter

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Case Study 3: Co-create a Smart Phone Brand with Consumers via Social Media: A Case Study of Xiaomi ain idea behind this company was a disagreement for a high-quality technology to be highly overpriced (Mi 2015). Lei Jun, the founder of the company, gathered experts from internet and technology companies such as Google, Motorola, Microsoft, Yahoo among others to bring this idea to reality.

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Case Study 4: Managing Customer Complaints: The Case of Imperial Orchid Hotels in Thailandand, a fast growing emerging economy. Specifically, the case depicts real-life customer experiences of service failure and recovery at Imperial Orchid Hotels, a well-reputed hotel group in Thailand (a fictitious name). The case includes a critical appraisal of the efficacy of the service recovery ef

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Case Study 5: Amazon.in: Surviving in a Jungle. 100 for the same product on Flipkart.com,” says Mathew, an assistant professor at Mount Carmel College, Bangalore. Her rationale: “When I shop online, I look for the best deal and the best product. It doesn’t matter which site I’m shopping from.” Her shopping philosophy is hardly unique in the Ind

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Case Study 6: Malaysian Airlines Versus AirAsia: Customer Satisfaction, Service Quality and Service ts, increased security insurance and deregulation policies to impact the world’s airline industry (Flint 2010). The ever changing landscape of world’s airline industry coupled with the existing tough situations have been sending out signals to the airline industry to revamp the traditional strategie

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Case Study 7: Häagen-Dazs China: The Luxury Icing on the Creamd Rose Mattus created the Häagen-Dazs brand of ice cream in 1961 in Brooklyn, NY. Since Denmark had a strong reputation for dairy products at that time, the name Häagen-Dazs was invented by the Mattuses composed of two made-up words that gave the brand Scandinavian mystique. The company began with j

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Case Study 8: iGaranti: Expanding the Frontiers of Mobile Banking Innovationuser base of 110 k. However, the spread of its reach was only about 2 % of the active mobile banking users in the market. Mr. Yılmaz worried about the bottlenecks that had limited further user acceptance and engagement.

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Case Study 10: Social Media and Customer Engagement at Makemytrip.com2015 morning, the view and his mind was pre-occupied with a major decision facing his company- what should be done for the challenging scenario of customer engagement, retention and loyalty. The thought was also flowing in the direction of increased competition, volatile customer base, current pract

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Introduction to Transformative Servicesto-day experiences. However, transformative consumer research (Mick 2006) has provided limited research attention to the role of services in affecting consumer well-being. Transformative service research (hereafter TSR) is proposed as a “new area” in consumer and service research (Rosenbaum et al. 2