Umashankar Venkatesh

Bio: Umashankar Venkatesh is an academic researcher from Great Lakes Institute of Management. The author has contributed to research in topics: Hospitality & Tourism. The author has an hindex of 10, co-authored 22 publications receiving 571 citations. Previous affiliations of Umashankar Venkatesh include ITM University.

Balanced Scorecards in Managing Higher Education Institutions: An Indian Perspective

Abstract: Purpose – The paper aims to look at the balanced scorecard (BSC) concept and discuss in what way it should be applied to higher education programs/institutions in the Indian context.Design/methodology/approach – The paper is based on extant literature on the balanced scorecard concept per se, as well as applications of BSC in higher education as reported by otherresearchers.Findings – The BSC approach offers an institution the opportunity to formulate a cascade of measures to translate the mission of knowledge creation, sharing and utilization into a comprehensive, coherent, communicable and mobilizing framework – for external stakeholders and for one another.Research limitations/implications – In the absence of any specific Indian case study, the possible impact could only be conjectured or deduced.Practical implications – A useful model is proposed that can be adapted with appropriate modifications to the management of tertiary institutions of education in India, whether it be a university, affiliate college, autonomous institution or private educational institution.Originality/value – In the absence of evidence of the application of BSC to the educational institutional domain in India, the current paper may be a starting-point for a debate and possible strategies to implement BSC methodology in this area.

Service failure and recovery strategies in the restaurant sector: an Indo-US comparative study.

Abstract: Purpose – The purpose of this research is to explore the reasons for service failure in restaurants. The paper aims to give insights into customers' perceptions and response regarding service failure and recovery and to try to draw a parallel between consumers in a developing economy like India and the same in a developed society, such as USA.Design/methodology/approach – The paper is empirical and involves data from 200 respondents from India and the USA. The sampling unit is individual restaurant customers and the data collection instrument is a structured, non‐disguised questionnaire. The questionnaires have been administered through personal interviews.Findings – The study found conclusive results on the reasons for service failure in the restaurant business in the context of developed and developing economies. It also sheds light on the behavioral aspects of customers' perception towards these failures and their responses to the same. The paper further looked into the recovery strategy employed by re...

Social software practices on the internet: Implications for the hotel industry

Abstract: Purpose – The aim of this paper is to gain insight into the implications of the proliferation of social software like blogs, message boards and consumer review sites, etc. and its consequences for the hotel industry.Design/methodology/approach – The paper draws on literature from journals, periodicals and other relevant literature for theoretical underpinnings and links it up with data gathered from online sources like blogs, message‐boards and consumer review sites.Findings – The findings indicate that, with proliferation of blogs, message boards, and other such sites, hotels are increasingly losing control over what gets written about them online. It is important to be aware of the trend and have strategies in place to deal with the fast emerging medium of information sharing.Practical implications – The phenomenon of social software is explained with its implications for business and suggestions about how to deal with it.Originality/value – The paper brings into focus the nascent trends of social softw...

Use of social media by national tourism organizations: a preliminary analysis.

Abstract: Social media platforms are increasingly becoming popular with consumers and businesses alike. the objective of this research is to determine the extent of the use of social media by national tourism organizations (ntOs). the methodology of this research is interpretive. this exploratory work relied heavily on searching for information on the Internet. Out of the 195 countries investigated not all have a ntO website. Social media use by the ntOs is becoming common across the globe. even though a wide variety of social media platforms like Facebook, linkedin, twitter, Youtube, hi5, blogs, Flickr, wAYn, Scribd, Bebo, etc., are used, the most popular platforms are Facebook, twitter, Youtube, and Flickr, in that order. the issues for future research are discussed.

Pre‐crisis period planning: lessons for hospitality and tourism

Abstract: Purpose – The aim of this exploratory paper is to highlight for hospitality and tourism, the importance of an effective contingency plan – in case the worst happens. The paper critically evaluates and suggests guidelines for preparing a crisis management plan in the pre‐crisis period. This could have a significant impact on the growth of the firm as well as the industry and economy.Design/methodology/approach – Based on the review of crisis management literature, key issues have been identified, lack of pre‐crisis planning has been witnessed and subsequently an existing model has been adapted to be used in generic format for preparing a contingency plan.Findings – The paper analyzes various issues relating to readiness to address crises, different types and stages of crisis, the relative impact of these negative events on the hospitality and tourism industry, gaps found in the crisis management strategies and the lessons learnt from them.Originality/value – This paper should prove useful to managers consi...

Multivariate Data Analysis With Readings

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Universities in a competitive global marketplace

Abstract: Purpose – The purpose of this systematic review was to explore the nature of the marketing of higher education (HE) and universities in an international context. The objectives of the review were to: systematically collect, document, scrutinise and critically analyse the current research literature on supply‐side higher education marketing; establish the scope of higher education marketing; identify gaps in the research literature; and make recommendations for further research in this field.Design/methodology/approach – The approach for this study entailed extensive searches of relevant business management and education databases. The intention was to ensure that, as far as possible, all literature in the field was identified – while keeping the focus on literature of greatest pertinence to the research questions.Findings – The paper finds that potential benefits of applying marketing theories and concepts that have been effective in the business world are gradually being recognised by researchers in the ...

A Typology of Technology‐Enhanced Tourism Experiences

Abstract: Experiences constitute the essence of the tourism industry. While literature has recognised the recent impact of technology on experiences, its empirical exploration remains scarce. This study addresses the gap by empirically exploring five leading industry cases to generate a holistic understanding of technology enhanced tourism experiences. The main contribution of this paper lies in the development of a nine-field experience typology matrix based on the increasing intensity of cocreation and technology implementation. The final contribution of this study is the development of an experience hierarchy and discussing its relevance for experience enhancement in tourism research and practice.