Mr. Sanjiv Kumar Srivastava

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Sanjiv Kumar Srivastava presently pursuing Ph.D. in ‘Effectiveness of Customer Relationship Management in Customer Retention/Loyalty in the Hotel sector of Jharkhand’ from IIT (ISM) Dhanbad, Completed MBA with specialisation in HR (major) and Marketing (Minor) from Utkal University, Bhubaneswar. He also holds 3 yrs. DHMCT from IHM Bhubaneswar. His current research focuses primarily on the application, impact and effectiveness of CRM in Hotel Industry.

Featured work

Srivastava, S.K., Chandra, Bibhas and Sinha, Anand Prasad. “Effectiveness of Knowledge Management (KM) on Customer Relationship Management (CRM) in Hotel Business Performance”. Journal of Environmental Management and Tourism 9, no. 6(30), (Fall 2018): 1277-1288.

Srivastava, S.K., Chandra, Bibhas and Srivastava, Praveen. “Impact of Knowledge Management and Data Mining on CRM in the Service Industry. In Nath V., Mandal J., (eds) Nanoelectronics, Circuits and Communication Systems. Lecture Notes in Electrical Engineering, 511 (August 2018): 37-52, Springer, Singapore-ISBN 978-981-13-0775-1,

Srivastava, Praveen and Srivastava, S.K. “Emotional Labour within Hotel Industry- A Case Study of Hotels in Ranchi”. International Journal of Management Studies 5, no.3 (July 2018): 38-43.

Srivastava, S.K., Srivastava, Praveen and Chandra Bibhas. “An Impact of Customer Relationship Management (CRM) Variables on Customer Satisfaction in the Mid-Market Segment of Hotel Sector in the State of Jharkhand”. International Journal of Research in Management & Social Science 6, no. 1(1) (June 2018): 5-14.

Srivastava, S.K. and Chandra, Bibhas, Shandilya, Gautam. “Customer Relationship Management (CRM) on customer loyalty and Retention in Hotel Industry of Jharkhand”. IJCET 9, no. 1(January 2018): 784-796.

Srivastava, S.K. “An Empirical Study on FDI in Service Sector”. Asian Mirror 2, no. 1(February 2015): 1-14.

Srivastava, S.K. “CRM: A Paradigm Shift in Hotel Marketing”. Asian Mirror 2, no. 2 (March 2015): 21-28.

Srivastava, S.K. (2017) “Changing Paradigm in Relationship Marketing Strategy of Corporate Governance in Organised Fast Food Sector’’ in the International Management Conference on “A Dynamic Shift of 4 G – Good Governance and Global Growth’’ at GLA University, Mathura.

Srivastava, S. K. (2018) “Effective Management of Technology and its productivity in Open Cast Coal  Mining Industry with special reference to Central Coalfields Limited. Third “International Conference on Facets of Business Excellence - FOBE 2018” at  Institute of Management Technology,  Ghaziabad.

Authored book “An Introduction to Hotel Industry’’, Published by Laxmi Publication.


Areas of Interest:


  • Consumer Behaviour
  • Customer Relationship Management
  • Human Resource Management
  • Service Marketing