Mr. Gautam Shandilya

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Gautam Shandilya is pursuing his Ph.D. in “A Framework for Customer Delight in Organised Fast Food Sector” from IIT (ISM) Dhanbad. He has more than 18 yrs. of teaching and industry experience. He holds 3 yrs. Diploma in Hotel Management from IHM Mumbai and Master’s in Business Administration with specialisation in Human resource from L N Mishra college of Business Management, Muzaffarpur.  He also holds a master’s degree in Tourism Management. Before joining BIT Mesra, he has worked as a trainee in Hotel Intercontinental, Mumbai and various other positions in other Event Management firms of repute. He has also served at various administrative positions in the institute such as Hostel Warden, NSS PO, BIT Welfare Society, Rotaract Club etc. His current research focuses primarily on Customer Service in the fast food sector.

 Featured Work

  • Customer Relationship Management (CRM) on customer loyalty and Retention in Hotel Industry of Jharkhand, IJCET, IAEME Publication.
  • Impact of Consumers’ Perception on the Service Quality of Fast Food Sector, IJMET, IAEME Publication.
  • Presented conference paper on “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.
  • Authored book “An Introduction to Hotel Industry’’, Trinity Press, Laxmi Publication.
  • Edited book “Transforming Communities Through Sustainable Tourism: In and around Jharkhand’’

Areas of Interest:

  • Consumer Behaviour
  • Customer Satisfaction
  • Fast Food