International Marketing
Content
RESUME Rtn.Dr. K. ABDUS SAMAD M.B.A., M.Phil., FDPM(IIMK)., Ph.D. (DOMS-MKU) Mobile: +91 98424 31435, Residence: 0431 2419506 E-mail: [email protected] Academic Qualification PROGRAMMES
AREA
INSTITUTION
YEAR OF PASSING
Ph.D (Commended)
Management
M.Phil. (Ist Class with Distinction)
Management
FDPM
Management
M.B.A
Marketing
B.Com
Commerce
Madurai Kamaraj University, Madurai, South India. Bharathidasan University, Tiruchirappalli, South India. Indian Institute of Management, Kozhikode, Kerala, South India. Crescent Business School, B S Abdur Rahman University (BSAU), Chennai. South India. Bharathidasan University, Tiruchirappalli, South India.
2009
2007
2008
2001
1998
Current Status Director & Governing Body Member Jamal Institute of Management (JIM) Jamal Mohamed College (Autonomous) Tiruchirappalli. Experience Twelve years of experience in Management pedagogy at Department of Management Studies, Jamal Mohamed College (Autonomous), Tiruchirappalli from 2001 to till date.
Administrative Roles • Director Post Graduate Program in Management Studies and Research Centre in Marketing. Responsibilities ü To establish rapport with large and multinational corporate, thus promoting linkage with them for importing the practical aspects of management students. Also develop faculty members through research studies in the industry. ü To develop need based curriculum matching with the requirements of the organization. ü Monitor all the curricular and co curricular activities focusing on the overall development of students. ü To promote research in Management Studies ü To establish Centre’s of Excellence such as retail management for in-depth research study and application ü To establish linkage with International Management Institutions for faculty and student exchange, thus promoting the development of faculty and students. ü To promote Entrepreneurial Development Cell for enabling students to become entrepreneurs
• Bursar Responsibilities ü To plan for the development of self financing courses in terms of infrastructure, facilities and faculty. ü Monitor the development projects thus make the self financing courses self reliant and also in line with requirements of stake holders such as industries and parents. ü Preparation of budget and monitoring of the same related to self financing courses.
College Administration Active Member of the core team for planning and development Responsibilities To plan all the development activities along with other members for achieving further excellence in research, curriculum development, secular characteristic, and serving the students coming from marginalized members of society.
Research Area •
M.Phil – A Study on Buyer Behavior and Consumption Pattern of LCD TV with Reference to LG Electronics India PVT LTD Trichy.
•
Ph D – An Empirical Study on the Retail Service Quality of Food Retailers in Chennai City.
Under the able guidance of Dr. K. Ravichandran, Professor & Former Director AICTE, New Delhi and Research Committee Member, University Grants Commission, New Delhi.
Unique Achievements
I believe in excellence in the teaching sector and developing student compliance in the core areas of marketing. Towards this aim, I have achieved uniqueness in the following parameters.
Research Models Proposed
-
Single Expectation Model.
-
Multiple Expectation Model.
This article attempts to codify the service quality dimensions within the scope of the Organized Retailing Sector in India. It is a known fact that organized retailing is making a strong impact in many parts of India’s growing economy. With rapid change and expansion in the retail environment, it has become all the more necessary to identify and streamline the different parameters. This research article takes up dimensions like Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy which access the retail service effective users of especially the food retailers. It attempts to study the Gaps in the Service Quality and propose certain solutions for the same. Two models were proposed mainly Single Expectation Model and Multiple Expectation Model and these models were further used to study the GAPs in the Service Quality of Food Retailers.
Case Studies Handled for Management Students and Research Scholars
Case Study Sessions are being handled for Management Students and Researchers specializing in the area of marketing. Also, I have chaired analytical sessions in the national level management symposium organized by the Institute.
1. The Role That Personality and Motivation Play in Consumer Behavior: A Case Study on HSBC. 2. Case Analysis of Callaway Golf Company. 3. Marketing Strategy of Tesco Plc – Food Retail Segment. 4. Wal-Mart’s Supply Chain Management Practices.
5. Cadburys’ case study: retaining leadership position in the confectionary market. 6. Colgate Cibaca - the road ahead. 7. Pizza Hut case study: repositioning fast food as healthy. 8. E -Bay “the worlds’ largest online market place”- a case analysis. 9. Nestlé’s Partner Blend Case Study: developing ethical business practices. 10. Refined Oil Market in New Delhi – consumer research analysis case model. 11. Xerox: Book –In Time: The New Way to Market, Order, Print, and Fulfill Books One at a Time, Just in Time, Worldwide. 12. The New Beetle. 13. Aqua Lisa Quartz: Simply a Better Shower. 14. Case Discussion on Documentum, Inc.(Leading Database Vendors) 15. Colgate – Palmolive Company: The Precision Toothbrush. 16. Launching the BMW Z3 Roadster. 17. Apollo Tyres: Learning from Environmental Scanning. 18. Zee Telefilms Ltd.: Breaking the Jinx. 19. Scorpio from Mahindra – Geared up for Success. 20. Amul: Milk Turns to Gold. 21. Asian Paints: Going where the Consumer is. 22. CavinKare Ltd.: Challenges for Rural Marketing. 23. McDonald’s & Domino’s – Supply Chain to Enhance Customer Value. 24. Naukri.com: Challenges and Opportunities. 25. Celebrity Endorsement – Is it worth it? 26. Ranbaxy Laboratories Ltd.: A True India MNC. 27. Health Tourism: ‘First World Treatment’ at ‘Third World Prices’. 28. Low Cost Aviation in India – Changing Realities. 29. Eureka Forbes Ltd.: Turning a Friend for Life. 30. Market Research on Mountain Dew: Selecting New Creative Based on Brand Image.
Research Article Published
Articles published in National and International Journals. ü Indian Retail Scenario, HRD TIMES, Chennai, November 2005.
Retail Business has emerged as the world’s largest private industry that accounts for eight percent of the GDP in western countries. Now organized retail stores in the form of super markets, departmental stores, shopping malls are seen in cities that sell a large variety of products catering to the needs of the consumers. During the last few decades, retail formats have changed significantly. The basic department stores are co-operative stores of the earlier times have been replaced by big retail outlets like Hypermarkets, Convenience stores, Shopping Malls seen in western countries. Presently the competition in the retail industry is so fierce that it has given rise to store wars. ‘This has also done dramatic changes in the global retailing industry. The recent advancement in communication technology has further let to broaden the scope of operations of the retail industry and today retailing has become an important economic institution and a big business in the world. In fact, retailing has become such a big business that lot of world billionaires are in this business.
ü Food Retailing in India, Emerging Trends in Retail Management, Excel Books, New Delhi, February 2008.
Times have changed radically so much that today the general store stacked with bins, barrels and sacks filled with (household articles) everything has disappeared throughout the world. And in its place one finds organised retail stores in the form of supermarkets, department stores, shopping malls and the like. This new breed of organised retailers has created a revolution in the shopping habits of the people across the entire world. This revolution has resulted in the development of a sound distribution system that delivers food and other products to the consumer with abundance, variety and quality.
ü Food Retail Hierarchy, HRD TIMES, Chennai, May 2008.
India’s retail sector is evolving at breakneck speed, fuelled by a strong economy, favorable demographics, rising wealth levels, and the rapidly changing lifestyles and consumer aspirations of an ever growing middle class. Rarely a week goes by without major announcements by retailers and property developers committing to aggressive programmes of retail expansion of food chains and shopping mall development; or announcements about the arrival of new market entrants or the forging of new joint ventures with MNC’s like Wal-Mart and TESCO, all eager to participate in an increasingly dynamic sector. India’s cities are witnessing a paradigm shift from traditional forms of retailing into organised retail formats; a transformation that will no doubt accelerate over the coming decade.
ü Evaluation and Validation of Retail Service quality of food retailers in Chennai city, SCMS Journal of Indian Management, SCMS-Cochin, Aluva, Kerala, October 2008.
The structure of a country’s retail sector has an enormous influence on marketing strategy and marketing activities of retail corporate. Retailing is the most dominant business in India. Though, various types of retail formats exist in our country, food retailing plays a vital role. In this current scenario the concentration of the researchers and academicians were diverted and expanded into scrutinizing the organised food retailing business. This is possible through the quality of services provided by the food retailers to each and every individual in the society. The quality of services provided by food retailers can be assessed by the pioneering work done by the experts in retail marketing. This paper will identify the critical quality dimension of Chennai City food and grocery shoppers based on the Retail Service Quality Scale proposed by Dabholkar .A, et al., (1996) that takes into account the retail setting. It investigates the service quality items under five different factors and the results have been indicated in this research publication.
ü Single and Multiple Expectations: Service Quality Retail, SCMS
Journal
of Indian Management, SCMS-Cochin, Aluva, Kerala, Volume VII, Number II April 2010. (Listed in Cabell’s Directory). ü Modeling Gaps in Services Quality - Indian Food Retailing Experience, International Journal of Global Business (IJGB), Michigan, USA, February 2011(Paper accepted for Publication after minor revisions), Overall Rankings: 8.
Nominated as Referee for African Journal of Marketing Management (AJMM), International Journal of Marketing Management (IJMM), Michigan, USA and African Journal of Business Management.
Research Guidance Provided •
Recognized as a research supervisor in management for M.Phil and Ph.d programmes.
•
Guiding Eleven Research Scholars in M.Phil programme.
Market Feasibility Study and Retail Assignments
1. Market Feasibility Study on Establishing an Amusement Park in Trichirappalli City.
The core objective is to study the feasibility for establishing a Theme Park by Tiruchirappalli City Corporation. The other objectives are to assess the needs of the entertainment factor in Tiruchirappalli city, to identify the affordability of various categories of people and also to identify the ideal location for establishing a Theme Park within the City Corporation Limit. The research design followed in the research is the descriptive research. Nature of data is collected by both primary and secondary data. The primary data is collected through well structured questionnaire and the secondary data is collected through various online journals like ebscohost, proquest, emerald insight and also through other websites. Method of data collection is survey method. The sample method is convenient method and the sample size is 500. The pilot study was conducted among 20 respondents. Finally, the Scope for future implications was discussed in this study.
2. A Study on Retail Service Quality of the Nilgiris Stores Private Ltd at Chennai City. 3. A Study on the Determinants of Retail Shoppers Perception and Experiences in Pantaloons Big bazaar, Chennai. 4. A Conceptual Study on Customer Satisfaction of Shoppers Stop Ltd, Chennai. 5. A Study on Retail Service Quality of Spencer’s Daily RPG Group, Chennai. 6. A Study on the Retail Service Effectiveness of Margin Free Stores at Chennai Metropolitan Areas. 7. A Market Survey Analysis on the Retail Performance of Subhiksha Trading Services Ltd, Chennai. 8. A Study on Shoppers Satisfaction of Retail Stores in Trichirappalli City.
Papers Presented in International Conferences & Seminars Ø Presented a Paper Titled on “RETAIL SERVICE QUALITY OF FOOD AND GROCERY RETAILERS IN INDIA”, 2nd International Conference on Marketing and Retailing organized by Faculty of Business Management, Universiti Teknologi Mara, Melaka, Malaysia, 8 & 9th July 2009 (Sponsored by The Chartered Institute of Marketing, Malaysia). Ø Presented a Paper Titled on “MODELING GAPS IN SERVICES QUALITY - INDIAN FOOD RETAILING EXPERIENCE”, Second Annual International Conference on
Global Business, Riyadh, Saudi Arabia, organized by Global Strategic Management Inc., Michigan, USA, June 2010.
Ø Attended the International Seminar on ISLAMIC FINANCE IN INDIA: PRODUCTS, INSTITUTIONS AND REGULATIONS at Hotel Le MERIDIEN, Kochi, Jointly organised
by Al Jamia Al Islamiya University, Santhapuram & Islamic Research and Training Institute (Unit of IDB, Jeddah, KSA) on 5th & 6th October 2010.
Research Papers Presented/ Participated in National Conferences, Seminars and Workshops Ø Participated in a Seminar on “Impact of Liberalization, Privatization and Globalization” organized by Department of Commerce, Kader Mohideen College, Adhirampattinam, June 2002. Ø Participated in one day workshop on “Strategic Marketing” organized by Madras Management Association, Chennai, September 2003. Ø Participated in attending an Intensive Program on – “Excellence in Retail Store Operations” conducted by Retailers Associations of India (RAI), Mumbai in Chennai, September 2004. Ø Presented the paper titled “The Search for an Indian Food Retail Model-Looking Through the Eyes of the Consumers” in the National Seminar on Retailing Strategies
for Indian Markets organized by Jamal Institute of Management, Jamal Mohamed College (Autonomous), Tiruchirappalli on 20th and 21st April 2005. Ø Participated in one day workshop on “Excellence in Store Operations” conducted by Retailers Associations of India, Mumbai in Hyderabad on April 27th, 2005. Ø Attended Quality Improvement Programme on Innovative Practices in Managerial Communication organized by T.A.PAI Management Institute (TAPMI), Manipal, Karnataka, on 12th to 16th December 2005. Ø Presented the paper titled “The Changing Food Retail Landscape in India” in the AICTE Sponsored National Seminar on Changing Paradigms in Services Marketing organized by Jamal Institute of Management, Jamal Mohamed College(Autonomous), Tiruchirappalli on 23rd and 24th March 2007. Ø Presented the paper titled “The New Food Retail Hierarchy-Master piece of Modernisation” in the National Seminar on Management Perspective in a Global Era organized by Department of Management Studies, Dr. MGR University, Chennai on 25th Jan 2008. Ø Presented the paper titled “Building Indian Food Retail Brands to Drive Value” in the National Seminar on Branding and Brand Metrics organized by ITM Business School, ITM Trust, Warangal, A.P on 23rd Feb 2008. Ø Presented the paper titled “Food Retailing in India” in the One Day National Seminar on Emerging Trends in Retail Management organized by Department of Business Administration (IIPC), Annamalai University, Chidambaram, TamilNadu on 29th Feb 2008. Ø Presented the paper titled “Evaluation and Validation of Retail Service Quality of Food Retailers in Chennai City” in the All India National Conference on “Changing Role of Service Sector-Global Perspective” organized by Department of Management Studies, Kalasalingam University, Anand Nagar, Krishnankoil, Virudhunagar District on 7th and 8th March 2008. Ø Attended Faculty Development Programme on “Learning to do Academic Research for Publishing in Academic Journals and for Doctoral Dissertations” conducted by Indian Institute of Management, Kozhikode (IIMK) during November 17 to 22, 2008.
Ø Presented the article titled “Effectiveness of supply chain management strategies among Food and Grocery Retailers” in the National Seminar on Prospects of Retailing in Indian Market-Issues and Challenges ITM Business School, Warangal Institute of Management, Warangal A.P on 22nd February 2009. Ø Attended the NAAC sponsored National Level Seminar on Quality enhancement In Teaching, Research and Extension in Higher Education Institutions – Prospects and Problems organized by Jamal Mohamed College, Tiruchirappalli on 15th & 16th April 2010. Ø Presented the research article titled “Least Absolute Deviations Estimation Of The Services Quality Of Food Retailers – A Robust Approach” in the Excellence in Research And Education Conference 2nd EREC 2010 organized by Indian Institute of Management, Indore, Madhya Pradesh on 14th – 17th, May 2010. Ø Attended a National Conference on Quality in Healthcare India @ 75 : Quality and Affordable Healthcare for All, organized by CII Institute of Quality at Hotel Park Sheraton & Towers, Chennai on 24-25 September 2010. Ø Attended 4th National Conference on Management in the Age of Innovation (NCM 2011) organized by Jamal Institute of Management (JIM), Jamal Mohamed College (Autonomous), Tiruchirappalli, Tamil Nadu held on January 25th 2011. Ø Attended The 8th Young Indians National Summit We Can We Will - Taking Charge and also invited as Resource Person organized by Confederation of Indian Industry on 26th November 2011, Kumaraguru College of Technology, Coimbatore. JIM Centre for Retail Excellence •
•
This centre is my unique contribution towards developing student- enabled skill- Sets in the filed of retail. As head, I have focused on retail research and also organized workshop and training programmes in specific parameters. This Centre aims to carryout research on - Impact of Large retailers on small traders to suggest suitable polices. -
Consumer Behavior.
-
Logistics Models.
-
Training of Manpower.
•
-
Feasibility studies for establishing retail sector.
-
Research Publication etc.
Created academic rapport with -
Retailers Association of India (RAI) Mumbai.
Placement Interface
Have been Serving as the Head of Placement Cell rights from its inception, it is my firm belief that the individual JIMMITE cradles the knowledge gathered and helps transform the Corporate Community he/she become a part of . •
Students were placed in reputed corporate such as v HDFC Standard Life Insurance Co. Ltd. v ETA ASCON Group, Dubai, UAE. v Coal and Oil Group, Dubai, UAE. v EMSTAR Logistics, Dubai. v Vodafone Essar Pvt. Ltd. v Larsen & Toubro – ECC Division. v Shriram Value Services Ltd. v Spencer Retail Ltd., RPG Group. v ICICI Prudential Life Insurance Co.LTD. v Royal Bank of Scotland Group. v Kotak Securities Pvt. Ltd. v Reliance HR Services Pvt. Ltd. v SBI Life Insurance Co.LTD. v MRF v Nestle India Ltd. v ITC Ltd.
•
Leading the Placement Forum.
•
Initiated to sign MOU with companies such as West Asia Export and Imports (P) Ltd, ETA ASCON Group, Chennai, January 2008 & Coal and Oil Group, Dubai, UAE, October 2008.
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Relationship with Overseas Organization.
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Coordinating Industrial Visits Expertise.
Research Guidance for Premier Corporate - Few Organizations
HUL, Philips India Ltd, Grasim Industries Ltd, AMCO, JM Financial, SPFL, HPFL, KG Denim Ltd, LG-India Pvt., Ltd., Sharekhan, Hyundai Motors, Vodafone Essar, L.G Electronics, BPCL, Express Avenue, Apollo Hospitals, My TVS, Sports Authority of India, Globus Stores, ZEE Network, Sharp Electronics. Ø A Study on Influence of Brand Over Consumer Preference for KG Denim Ltd in Trichy City. Ø A Study on Market Share Analysis of LG Brands in Madurai Territory. Ø A Market Study on Depository Participants from investors with Special Reference to Sharekhan in Trichy Dist. (Demat Account) Ø A Study on Customer Satisfaction and Preference in Hotel Sangam, Trichy. Ø A Study on Customer Satisfaction Level in B&C Segment Car Owners for Hyundai Motors India Ltd (HMIL) in Trichy. Ø A Study on Consumption Pattern and Buyer Behaviour for Home Theatre System with Reference to Philips India Ltd in Madurai City. Ø Market Study on Leading Inverter Batteries in Chennai City with Reference to Cheetah Inverter (AMCO). Ø A Study on Customer Satisfaction of Cement Brands with Special Reference to Grasim Industries Ltd, A.V.Birla Group. Ø A Study on Trigger of Sale of Mutual Funds in Retail outlets of JM Financial Asset Management Pvt., Ltd., Chennai. Ø A Study on Hotel Preference and Customer Satisfaction Towards Hotel Royal Southern, Trichy. Ø Analysis of Market Share of All TOR Steel Companies for TSRM in Trichy. Ø A Study about HLL Tea Products with reference to Retailers in Sencottai and Tenkasi Taluk of Tirunelveli District for Hindustan Lever Ltd. Ø A Study on Brand Preference on Packaged Drinking Water Industry with Reference to Kalyani Aqua, Trichy. Ø A Study on Retailer Satisfaction of Suguna Poultry Farm Ltd (SPFL), Coimbatore. Ø A Study on Brand Awareness on Premium Branded Fuels of Bharat Petroleum Corporation Ltd in Trichy Sales Areas.
Ø A Market Survey on Consumer Satisfaction on Branded Packed Eggs and Chicken Meat in Suguna Poultry Farm Ltd (SPFL), Coimbatore. Ø A Study on Patient Satisfaction at Apollo KH Hospital, Vellore. Ø A Study on Customer Brand Awareness of My TVS, Trichy.
Membership in Academic Bodies & Management Associations 1. Individual Member – Madras Management Association, Chennai Chapter (MMA). 2. Associate Member – Coimbatore Management Association, Coimbatore (CMA). 3. Associate Member – Public Relations Society of India (PRSI), Chennai Chapter. 4. Active Participation in Confederation of Indian Industry (CII), Trichy.. 5. Member of Authors Forum, HRD Times (A Multifaceted Monthly Magazine), Chennai. 6. Member, The American Library, U.S Consulate, Chennai. 7. Serving as a Rotarian in Rotary Club of Trichy Rock City, Rotary International District 3000.
Seminars Organized with posting as Treasurer in JIM •
National Seminar on “Retailing Strategies for Indian Markets” on April 23rd & 24th 2005.
•
National Seminar on “Best Practices in Human Resource Management” March 30th & 31st 2006.
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National Seminar on “Changing Paradigms in Services Marketing” March 23rd & 24th 2007.
•
4th National Conference on “Management in the Age of Innovation (NCM 2011)” January 25th 2011.
Foreign Visits
Convinced that International academic locates will help strengthen my pedagogical skills, I have visited places which are primed towards helping teachers, researchers and students. The following are the places I have visited till date:
•
In Dubai, U.A.E – Visited University of Sharjah, University City and Knowledge Village to establish academic rapport.
•
In Malaysia, I explored opportunities for academic relations with International Centre for Islamic Finance and Banking (INCEIF) in order to sign collaboration for mutual understanding.
Resource Person •
Visiting Faculty for Anna University MBA Program.
•
Visiting Faculty for University of Madras MBA Programme IDE – for Marketing Specialization.
•
Guest Faculty for the M.B.A Programme of Department of Management Studies, Madurai Kamaraj University, Madurai.
•
Conducted the training and development session on “Marketing Practices” to the Postal Employees on November 2009.
Other Responsibilities Handled •
Students Councilor for the Anna University MBA Programme First Tenure-2007 & 2008 Second Tenure.
•
JMC Alumni Association Committee Member.
•
Tutorship for Marketing Specialization and Fresher.
Personal Vitae
Date of Birth
: 12th November 1974.
Address
: Rtn.Dr. K. ABDUS SAMAD, 7E/2, 4th Cross, N.M.K Colony, T.V.S Tollgate, Tiruchirappalli – 620 020. South India.
Passport No.
: G4693104
Dr.K.Abdus Samad
AREA
INSTITUTION
YEAR OF PASSING
Ph.D (Commended)
Management
M.Phil. (Ist Class with Distinction)
Management
FDPM
Management
M.B.A
Marketing
B.Com
Commerce
Madurai Kamaraj University, Madurai, South India. Bharathidasan University, Tiruchirappalli, South India. Indian Institute of Management, Kozhikode, Kerala, South India. Crescent Business School, B S Abdur Rahman University (BSAU), Chennai. South India. Bharathidasan University, Tiruchirappalli, South India.
2009
2007
2008
2001
1998
Current Status Director & Governing Body Member Jamal Institute of Management (JIM) Jamal Mohamed College (Autonomous) Tiruchirappalli. Experience Twelve years of experience in Management pedagogy at Department of Management Studies, Jamal Mohamed College (Autonomous), Tiruchirappalli from 2001 to till date.
Administrative Roles • Director Post Graduate Program in Management Studies and Research Centre in Marketing. Responsibilities ü To establish rapport with large and multinational corporate, thus promoting linkage with them for importing the practical aspects of management students. Also develop faculty members through research studies in the industry. ü To develop need based curriculum matching with the requirements of the organization. ü Monitor all the curricular and co curricular activities focusing on the overall development of students. ü To promote research in Management Studies ü To establish Centre’s of Excellence such as retail management for in-depth research study and application ü To establish linkage with International Management Institutions for faculty and student exchange, thus promoting the development of faculty and students. ü To promote Entrepreneurial Development Cell for enabling students to become entrepreneurs
• Bursar Responsibilities ü To plan for the development of self financing courses in terms of infrastructure, facilities and faculty. ü Monitor the development projects thus make the self financing courses self reliant and also in line with requirements of stake holders such as industries and parents. ü Preparation of budget and monitoring of the same related to self financing courses.
College Administration Active Member of the core team for planning and development Responsibilities To plan all the development activities along with other members for achieving further excellence in research, curriculum development, secular characteristic, and serving the students coming from marginalized members of society.
Research Area •
M.Phil – A Study on Buyer Behavior and Consumption Pattern of LCD TV with Reference to LG Electronics India PVT LTD Trichy.
•
Ph D – An Empirical Study on the Retail Service Quality of Food Retailers in Chennai City.
Under the able guidance of Dr. K. Ravichandran, Professor & Former Director AICTE, New Delhi and Research Committee Member, University Grants Commission, New Delhi.
Unique Achievements
I believe in excellence in the teaching sector and developing student compliance in the core areas of marketing. Towards this aim, I have achieved uniqueness in the following parameters.
Research Models Proposed
-
Single Expectation Model.
-
Multiple Expectation Model.
This article attempts to codify the service quality dimensions within the scope of the Organized Retailing Sector in India. It is a known fact that organized retailing is making a strong impact in many parts of India’s growing economy. With rapid change and expansion in the retail environment, it has become all the more necessary to identify and streamline the different parameters. This research article takes up dimensions like Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy which access the retail service effective users of especially the food retailers. It attempts to study the Gaps in the Service Quality and propose certain solutions for the same. Two models were proposed mainly Single Expectation Model and Multiple Expectation Model and these models were further used to study the GAPs in the Service Quality of Food Retailers.
Case Studies Handled for Management Students and Research Scholars
Case Study Sessions are being handled for Management Students and Researchers specializing in the area of marketing. Also, I have chaired analytical sessions in the national level management symposium organized by the Institute.
1. The Role That Personality and Motivation Play in Consumer Behavior: A Case Study on HSBC. 2. Case Analysis of Callaway Golf Company. 3. Marketing Strategy of Tesco Plc – Food Retail Segment. 4. Wal-Mart’s Supply Chain Management Practices.
5. Cadburys’ case study: retaining leadership position in the confectionary market. 6. Colgate Cibaca - the road ahead. 7. Pizza Hut case study: repositioning fast food as healthy. 8. E -Bay “the worlds’ largest online market place”- a case analysis. 9. Nestlé’s Partner Blend Case Study: developing ethical business practices. 10. Refined Oil Market in New Delhi – consumer research analysis case model. 11. Xerox: Book –In Time: The New Way to Market, Order, Print, and Fulfill Books One at a Time, Just in Time, Worldwide. 12. The New Beetle. 13. Aqua Lisa Quartz: Simply a Better Shower. 14. Case Discussion on Documentum, Inc.(Leading Database Vendors) 15. Colgate – Palmolive Company: The Precision Toothbrush. 16. Launching the BMW Z3 Roadster. 17. Apollo Tyres: Learning from Environmental Scanning. 18. Zee Telefilms Ltd.: Breaking the Jinx. 19. Scorpio from Mahindra – Geared up for Success. 20. Amul: Milk Turns to Gold. 21. Asian Paints: Going where the Consumer is. 22. CavinKare Ltd.: Challenges for Rural Marketing. 23. McDonald’s & Domino’s – Supply Chain to Enhance Customer Value. 24. Naukri.com: Challenges and Opportunities. 25. Celebrity Endorsement – Is it worth it? 26. Ranbaxy Laboratories Ltd.: A True India MNC. 27. Health Tourism: ‘First World Treatment’ at ‘Third World Prices’. 28. Low Cost Aviation in India – Changing Realities. 29. Eureka Forbes Ltd.: Turning a Friend for Life. 30. Market Research on Mountain Dew: Selecting New Creative Based on Brand Image.
Research Article Published
Articles published in National and International Journals. ü Indian Retail Scenario, HRD TIMES, Chennai, November 2005.
Retail Business has emerged as the world’s largest private industry that accounts for eight percent of the GDP in western countries. Now organized retail stores in the form of super markets, departmental stores, shopping malls are seen in cities that sell a large variety of products catering to the needs of the consumers. During the last few decades, retail formats have changed significantly. The basic department stores are co-operative stores of the earlier times have been replaced by big retail outlets like Hypermarkets, Convenience stores, Shopping Malls seen in western countries. Presently the competition in the retail industry is so fierce that it has given rise to store wars. ‘This has also done dramatic changes in the global retailing industry. The recent advancement in communication technology has further let to broaden the scope of operations of the retail industry and today retailing has become an important economic institution and a big business in the world. In fact, retailing has become such a big business that lot of world billionaires are in this business.
ü Food Retailing in India, Emerging Trends in Retail Management, Excel Books, New Delhi, February 2008.
Times have changed radically so much that today the general store stacked with bins, barrels and sacks filled with (household articles) everything has disappeared throughout the world. And in its place one finds organised retail stores in the form of supermarkets, department stores, shopping malls and the like. This new breed of organised retailers has created a revolution in the shopping habits of the people across the entire world. This revolution has resulted in the development of a sound distribution system that delivers food and other products to the consumer with abundance, variety and quality.
ü Food Retail Hierarchy, HRD TIMES, Chennai, May 2008.
India’s retail sector is evolving at breakneck speed, fuelled by a strong economy, favorable demographics, rising wealth levels, and the rapidly changing lifestyles and consumer aspirations of an ever growing middle class. Rarely a week goes by without major announcements by retailers and property developers committing to aggressive programmes of retail expansion of food chains and shopping mall development; or announcements about the arrival of new market entrants or the forging of new joint ventures with MNC’s like Wal-Mart and TESCO, all eager to participate in an increasingly dynamic sector. India’s cities are witnessing a paradigm shift from traditional forms of retailing into organised retail formats; a transformation that will no doubt accelerate over the coming decade.
ü Evaluation and Validation of Retail Service quality of food retailers in Chennai city, SCMS Journal of Indian Management, SCMS-Cochin, Aluva, Kerala, October 2008.
The structure of a country’s retail sector has an enormous influence on marketing strategy and marketing activities of retail corporate. Retailing is the most dominant business in India. Though, various types of retail formats exist in our country, food retailing plays a vital role. In this current scenario the concentration of the researchers and academicians were diverted and expanded into scrutinizing the organised food retailing business. This is possible through the quality of services provided by the food retailers to each and every individual in the society. The quality of services provided by food retailers can be assessed by the pioneering work done by the experts in retail marketing. This paper will identify the critical quality dimension of Chennai City food and grocery shoppers based on the Retail Service Quality Scale proposed by Dabholkar .A, et al., (1996) that takes into account the retail setting. It investigates the service quality items under five different factors and the results have been indicated in this research publication.
ü Single and Multiple Expectations: Service Quality Retail, SCMS
Journal
of Indian Management, SCMS-Cochin, Aluva, Kerala, Volume VII, Number II April 2010. (Listed in Cabell’s Directory). ü Modeling Gaps in Services Quality - Indian Food Retailing Experience, International Journal of Global Business (IJGB), Michigan, USA, February 2011(Paper accepted for Publication after minor revisions), Overall Rankings: 8.
Nominated as Referee for African Journal of Marketing Management (AJMM), International Journal of Marketing Management (IJMM), Michigan, USA and African Journal of Business Management.
Research Guidance Provided •
Recognized as a research supervisor in management for M.Phil and Ph.d programmes.
•
Guiding Eleven Research Scholars in M.Phil programme.
Market Feasibility Study and Retail Assignments
1. Market Feasibility Study on Establishing an Amusement Park in Trichirappalli City.
The core objective is to study the feasibility for establishing a Theme Park by Tiruchirappalli City Corporation. The other objectives are to assess the needs of the entertainment factor in Tiruchirappalli city, to identify the affordability of various categories of people and also to identify the ideal location for establishing a Theme Park within the City Corporation Limit. The research design followed in the research is the descriptive research. Nature of data is collected by both primary and secondary data. The primary data is collected through well structured questionnaire and the secondary data is collected through various online journals like ebscohost, proquest, emerald insight and also through other websites. Method of data collection is survey method. The sample method is convenient method and the sample size is 500. The pilot study was conducted among 20 respondents. Finally, the Scope for future implications was discussed in this study.
2. A Study on Retail Service Quality of the Nilgiris Stores Private Ltd at Chennai City. 3. A Study on the Determinants of Retail Shoppers Perception and Experiences in Pantaloons Big bazaar, Chennai. 4. A Conceptual Study on Customer Satisfaction of Shoppers Stop Ltd, Chennai. 5. A Study on Retail Service Quality of Spencer’s Daily RPG Group, Chennai. 6. A Study on the Retail Service Effectiveness of Margin Free Stores at Chennai Metropolitan Areas. 7. A Market Survey Analysis on the Retail Performance of Subhiksha Trading Services Ltd, Chennai. 8. A Study on Shoppers Satisfaction of Retail Stores in Trichirappalli City.
Papers Presented in International Conferences & Seminars Ø Presented a Paper Titled on “RETAIL SERVICE QUALITY OF FOOD AND GROCERY RETAILERS IN INDIA”, 2nd International Conference on Marketing and Retailing organized by Faculty of Business Management, Universiti Teknologi Mara, Melaka, Malaysia, 8 & 9th July 2009 (Sponsored by The Chartered Institute of Marketing, Malaysia). Ø Presented a Paper Titled on “MODELING GAPS IN SERVICES QUALITY - INDIAN FOOD RETAILING EXPERIENCE”, Second Annual International Conference on
Global Business, Riyadh, Saudi Arabia, organized by Global Strategic Management Inc., Michigan, USA, June 2010.
Ø Attended the International Seminar on ISLAMIC FINANCE IN INDIA: PRODUCTS, INSTITUTIONS AND REGULATIONS at Hotel Le MERIDIEN, Kochi, Jointly organised
by Al Jamia Al Islamiya University, Santhapuram & Islamic Research and Training Institute (Unit of IDB, Jeddah, KSA) on 5th & 6th October 2010.
Research Papers Presented/ Participated in National Conferences, Seminars and Workshops Ø Participated in a Seminar on “Impact of Liberalization, Privatization and Globalization” organized by Department of Commerce, Kader Mohideen College, Adhirampattinam, June 2002. Ø Participated in one day workshop on “Strategic Marketing” organized by Madras Management Association, Chennai, September 2003. Ø Participated in attending an Intensive Program on – “Excellence in Retail Store Operations” conducted by Retailers Associations of India (RAI), Mumbai in Chennai, September 2004. Ø Presented the paper titled “The Search for an Indian Food Retail Model-Looking Through the Eyes of the Consumers” in the National Seminar on Retailing Strategies
for Indian Markets organized by Jamal Institute of Management, Jamal Mohamed College (Autonomous), Tiruchirappalli on 20th and 21st April 2005. Ø Participated in one day workshop on “Excellence in Store Operations” conducted by Retailers Associations of India, Mumbai in Hyderabad on April 27th, 2005. Ø Attended Quality Improvement Programme on Innovative Practices in Managerial Communication organized by T.A.PAI Management Institute (TAPMI), Manipal, Karnataka, on 12th to 16th December 2005. Ø Presented the paper titled “The Changing Food Retail Landscape in India” in the AICTE Sponsored National Seminar on Changing Paradigms in Services Marketing organized by Jamal Institute of Management, Jamal Mohamed College(Autonomous), Tiruchirappalli on 23rd and 24th March 2007. Ø Presented the paper titled “The New Food Retail Hierarchy-Master piece of Modernisation” in the National Seminar on Management Perspective in a Global Era organized by Department of Management Studies, Dr. MGR University, Chennai on 25th Jan 2008. Ø Presented the paper titled “Building Indian Food Retail Brands to Drive Value” in the National Seminar on Branding and Brand Metrics organized by ITM Business School, ITM Trust, Warangal, A.P on 23rd Feb 2008. Ø Presented the paper titled “Food Retailing in India” in the One Day National Seminar on Emerging Trends in Retail Management organized by Department of Business Administration (IIPC), Annamalai University, Chidambaram, TamilNadu on 29th Feb 2008. Ø Presented the paper titled “Evaluation and Validation of Retail Service Quality of Food Retailers in Chennai City” in the All India National Conference on “Changing Role of Service Sector-Global Perspective” organized by Department of Management Studies, Kalasalingam University, Anand Nagar, Krishnankoil, Virudhunagar District on 7th and 8th March 2008. Ø Attended Faculty Development Programme on “Learning to do Academic Research for Publishing in Academic Journals and for Doctoral Dissertations” conducted by Indian Institute of Management, Kozhikode (IIMK) during November 17 to 22, 2008.
Ø Presented the article titled “Effectiveness of supply chain management strategies among Food and Grocery Retailers” in the National Seminar on Prospects of Retailing in Indian Market-Issues and Challenges ITM Business School, Warangal Institute of Management, Warangal A.P on 22nd February 2009. Ø Attended the NAAC sponsored National Level Seminar on Quality enhancement In Teaching, Research and Extension in Higher Education Institutions – Prospects and Problems organized by Jamal Mohamed College, Tiruchirappalli on 15th & 16th April 2010. Ø Presented the research article titled “Least Absolute Deviations Estimation Of The Services Quality Of Food Retailers – A Robust Approach” in the Excellence in Research And Education Conference 2nd EREC 2010 organized by Indian Institute of Management, Indore, Madhya Pradesh on 14th – 17th, May 2010. Ø Attended a National Conference on Quality in Healthcare India @ 75 : Quality and Affordable Healthcare for All, organized by CII Institute of Quality at Hotel Park Sheraton & Towers, Chennai on 24-25 September 2010. Ø Attended 4th National Conference on Management in the Age of Innovation (NCM 2011) organized by Jamal Institute of Management (JIM), Jamal Mohamed College (Autonomous), Tiruchirappalli, Tamil Nadu held on January 25th 2011. Ø Attended The 8th Young Indians National Summit We Can We Will - Taking Charge and also invited as Resource Person organized by Confederation of Indian Industry on 26th November 2011, Kumaraguru College of Technology, Coimbatore. JIM Centre for Retail Excellence •
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This centre is my unique contribution towards developing student- enabled skill- Sets in the filed of retail. As head, I have focused on retail research and also organized workshop and training programmes in specific parameters. This Centre aims to carryout research on - Impact of Large retailers on small traders to suggest suitable polices. -
Consumer Behavior.
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Logistics Models.
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Training of Manpower.
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Feasibility studies for establishing retail sector.
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Research Publication etc.
Created academic rapport with -
Retailers Association of India (RAI) Mumbai.
Placement Interface
Have been Serving as the Head of Placement Cell rights from its inception, it is my firm belief that the individual JIMMITE cradles the knowledge gathered and helps transform the Corporate Community he/she become a part of . •
Students were placed in reputed corporate such as v HDFC Standard Life Insurance Co. Ltd. v ETA ASCON Group, Dubai, UAE. v Coal and Oil Group, Dubai, UAE. v EMSTAR Logistics, Dubai. v Vodafone Essar Pvt. Ltd. v Larsen & Toubro – ECC Division. v Shriram Value Services Ltd. v Spencer Retail Ltd., RPG Group. v ICICI Prudential Life Insurance Co.LTD. v Royal Bank of Scotland Group. v Kotak Securities Pvt. Ltd. v Reliance HR Services Pvt. Ltd. v SBI Life Insurance Co.LTD. v MRF v Nestle India Ltd. v ITC Ltd.
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Leading the Placement Forum.
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Initiated to sign MOU with companies such as West Asia Export and Imports (P) Ltd, ETA ASCON Group, Chennai, January 2008 & Coal and Oil Group, Dubai, UAE, October 2008.
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Relationship with Overseas Organization.
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Coordinating Industrial Visits Expertise.
Research Guidance for Premier Corporate - Few Organizations
HUL, Philips India Ltd, Grasim Industries Ltd, AMCO, JM Financial, SPFL, HPFL, KG Denim Ltd, LG-India Pvt., Ltd., Sharekhan, Hyundai Motors, Vodafone Essar, L.G Electronics, BPCL, Express Avenue, Apollo Hospitals, My TVS, Sports Authority of India, Globus Stores, ZEE Network, Sharp Electronics. Ø A Study on Influence of Brand Over Consumer Preference for KG Denim Ltd in Trichy City. Ø A Study on Market Share Analysis of LG Brands in Madurai Territory. Ø A Market Study on Depository Participants from investors with Special Reference to Sharekhan in Trichy Dist. (Demat Account) Ø A Study on Customer Satisfaction and Preference in Hotel Sangam, Trichy. Ø A Study on Customer Satisfaction Level in B&C Segment Car Owners for Hyundai Motors India Ltd (HMIL) in Trichy. Ø A Study on Consumption Pattern and Buyer Behaviour for Home Theatre System with Reference to Philips India Ltd in Madurai City. Ø Market Study on Leading Inverter Batteries in Chennai City with Reference to Cheetah Inverter (AMCO). Ø A Study on Customer Satisfaction of Cement Brands with Special Reference to Grasim Industries Ltd, A.V.Birla Group. Ø A Study on Trigger of Sale of Mutual Funds in Retail outlets of JM Financial Asset Management Pvt., Ltd., Chennai. Ø A Study on Hotel Preference and Customer Satisfaction Towards Hotel Royal Southern, Trichy. Ø Analysis of Market Share of All TOR Steel Companies for TSRM in Trichy. Ø A Study about HLL Tea Products with reference to Retailers in Sencottai and Tenkasi Taluk of Tirunelveli District for Hindustan Lever Ltd. Ø A Study on Brand Preference on Packaged Drinking Water Industry with Reference to Kalyani Aqua, Trichy. Ø A Study on Retailer Satisfaction of Suguna Poultry Farm Ltd (SPFL), Coimbatore. Ø A Study on Brand Awareness on Premium Branded Fuels of Bharat Petroleum Corporation Ltd in Trichy Sales Areas.
Ø A Market Survey on Consumer Satisfaction on Branded Packed Eggs and Chicken Meat in Suguna Poultry Farm Ltd (SPFL), Coimbatore. Ø A Study on Patient Satisfaction at Apollo KH Hospital, Vellore. Ø A Study on Customer Brand Awareness of My TVS, Trichy.
Membership in Academic Bodies & Management Associations 1. Individual Member – Madras Management Association, Chennai Chapter (MMA). 2. Associate Member – Coimbatore Management Association, Coimbatore (CMA). 3. Associate Member – Public Relations Society of India (PRSI), Chennai Chapter. 4. Active Participation in Confederation of Indian Industry (CII), Trichy.. 5. Member of Authors Forum, HRD Times (A Multifaceted Monthly Magazine), Chennai. 6. Member, The American Library, U.S Consulate, Chennai. 7. Serving as a Rotarian in Rotary Club of Trichy Rock City, Rotary International District 3000.
Seminars Organized with posting as Treasurer in JIM •
National Seminar on “Retailing Strategies for Indian Markets” on April 23rd & 24th 2005.
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National Seminar on “Best Practices in Human Resource Management” March 30th & 31st 2006.
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National Seminar on “Changing Paradigms in Services Marketing” March 23rd & 24th 2007.
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4th National Conference on “Management in the Age of Innovation (NCM 2011)” January 25th 2011.
Foreign Visits
Convinced that International academic locates will help strengthen my pedagogical skills, I have visited places which are primed towards helping teachers, researchers and students. The following are the places I have visited till date:
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In Dubai, U.A.E – Visited University of Sharjah, University City and Knowledge Village to establish academic rapport.
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In Malaysia, I explored opportunities for academic relations with International Centre for Islamic Finance and Banking (INCEIF) in order to sign collaboration for mutual understanding.
Resource Person •
Visiting Faculty for Anna University MBA Program.
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Visiting Faculty for University of Madras MBA Programme IDE – for Marketing Specialization.
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Guest Faculty for the M.B.A Programme of Department of Management Studies, Madurai Kamaraj University, Madurai.
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Conducted the training and development session on “Marketing Practices” to the Postal Employees on November 2009.
Other Responsibilities Handled •
Students Councilor for the Anna University MBA Programme First Tenure-2007 & 2008 Second Tenure.
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JMC Alumni Association Committee Member.
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Tutorship for Marketing Specialization and Fresher.
Personal Vitae
Date of Birth
: 12th November 1974.
Address
: Rtn.Dr. K. ABDUS SAMAD, 7E/2, 4th Cross, N.M.K Colony, T.V.S Tollgate, Tiruchirappalli – 620 020. South India.
Passport No.
: G4693104
Dr.K.Abdus Samad
