Sheila Roy

Sheila Roy
S.P. Jain Institute of Management & Research · Operations

PhD

About

5
Publications
578
Reads
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14
Citations
Citations since 2016
3 Research Items
14 Citations
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201620172018201920202021202201234

Publications

Publications (5)
Conference Paper
One of the most common processes that consumers engage with service providers is for service request. This is the first process that the customers engage with service provider. Service quality evaluation at service request stage, for a multistage service process, may have a cascade impact on overall service quality. Now a day’s consumers have acces...
Article
Purpose In the context of sequential multistage utilitarian service processes, the objective of this paper is to develop and validate propositions to study the impact of service quality (SQ) perceptions developed in intermediate stages along with the impact of service gestalt characteristics, such as peak and end experiences, on quality perception...
Article
Structured Abstract Purpose: To develop a tool, ‘The Excellence Grid’, to categorize attributes on the basis of their ability to impact customer perception of ‘excellence’ in service compared to perception of ‘good’ service. In addition, provide a 3-D model for Excellence-Performance Analysis, which can aid managers in formalizing the strategies f...
Article
The purpose of this research is to develop an integrative framework for identifying and prioritising process improvement opportunities in a multi-stage service operation with the objective of improving quality perception. The proposed framework identifies important perceptual elements in the process and links the abstract nature of service quality...
Conference Paper
Full-text available
Investing in Financial services products pose a challenge for customers. While the complexity confuses them, the potential misselling by financial agents lowers confidence of investors further. While dominant literature attributes the misselling to ethical reasons, this paper attempts to raise the dimension of knowledge asymmetry among various stak...

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