Unit V

NOIDA INSTITUTE OF ENGINEERING & TECHNOLOGY
GREATER NOIDA
MBA
Marketing of Services (AMBAMK0413)
Unit 5: Overview Of Current Trends In Service
Industry
By
Dr. Ajay Gangele/ Mr. Arun Kumar

Assistant Professor
Department of MBA
NIET, GREATER NOIDA 1
Index
S No Content
1 Name of Subject with code, Course and Subject Teacher
2 Brief Introduction of Faculty member with Photograph
3 Evaluation Scheme
4 Syllabus
5 Branch wise Application
6 Course Objective(s)
7 Course Outcome(s)
8 Program Outcomes (POs)
9 COs and POs Mapping
10 Program Educational Objectives (PEOs)
11 Result Analysis
12 End Semester Question paper Templates
13 Prequisite/Recap
. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

Index
S No Content
14 Brief Introduction about the Subject with Videos
15 Unit Content
16 Unit Objectives
17 Topic Objectives & Topic Outcome
18 Lecture related to topic
19 Daily Quiz
20 Weekly Assignment
21 Topic Links
22 MCQs
23 Glossary Questions
24 Old question papers
25 Expected Questions
26 Recap of unit

Faculty Profile
Faculty Name: Dr. Ajay Gangele

Designation: Assistant Professor
Department: MBA
Email ID: ajay.gangele@niet.co.in
Qualification: Phd, UGC (NET),MBA, B.Sc.
Specialisation: Marketing and HR
Research Area: Consumer Behavior
Teaching Area: Marketing and HR
Total Experience: 17 Years
.. Subject: Marketing
Subject:ofMarketing
Services of Services by: Dr. Ajay Gangele/Mr. ArunGangele/Mr.
by: Dr. Ajay Kumar Arun Kumar
Evaluation Scheme
Subject:ofMarketing
Services of Services by: Dr. Ajay Gangele/Mr. Arun Kumar
by: Dr. Ajay Gangele/ Mr. Arun Kumar
Syllabus
Subject:ofMarketing
Services of Services by: Dr. Ajay Gangele/Mr. ArunGangele/Mr.
by: Dr. Ajay Kumar Arun Kumar
Syllabus
Subject:ofMarketing
Services of Services by: Dr. Ajay Gangele/Mr. ArunGangele/
by: Dr. Ajay Kumar Mr. Arun Kumar
Branch wise Application
1. Learning how to capture someone’s attention, nudge them towards certain behaviours.
2. Services marketing is most commonly used by companies that sell to individuals.
3. They research consumer behavior to create advertisements that appeal to certain
demographics, allowing companies to narrow the marketing focus to a concentrated
effort.
4. Use of customer data for achieving customer delight
Subject:ofMarketing
by: Dr. Ajay Gangele/ Mr. Arun Kumar
Course Objectives
• To develop an understanding of the basic concepts and issues in service marketing.
• To build a working service marketing vocabulary so as to understand and discuss
marketing concepts in business settings.
• To learn about key characteristics of service and service processes, customer service
experiences, the role of internal stakeholders in service delivery, and organizational
challenges of managing service.
• To strengthen the ability to justify and support decisions through information
acquisition and management.
• To provide an understanding of how service customers determine value in a service
exchange and how this translates into a satisfied customer base.
Subject:ofMarketing
Services of Services by: Dr. Ajay Gangele/Mr. ArunGangele/
by: Dr. Ajay Kumar Mr. Arun Kumar
Course Outcomes
Subject:ofMarketing
by: Dr. Ajay Gangele/Mr. Arun Kumar
Program Outcome(s)
1. Apply knowledge of management theories and practices to solve business problems.
2. Foster analytical and critical thinking abilities for data-based decision-making.
3. Ability to develop value-based leadership ability.
4. Ability to understand, analyze, and communicate global, economic, legal, and ethical
aspects of business.
5. Ability to lead themselves and others in the achievement of organizational goals,
contributing effectively to a team environment.

COs and POs mapping
Sr. Course PO1 PO2 PO3 PO4 PO PO

No Outcome 5 6
1 CO 1 M H
2 H M M
CO 2
3 H H H
CO 3
4 H M H
CO 4
5 H H H
CO 5
*1=High, *2=Medium, *3=Low

CO-PO Mapping
Mapping of Course Outcomes and Program Outcomes
Sr. Course PO1 PO2 PO3 PO4 PO PO

No Outcome 5 6
1 CO 1 M H
2 H M M
CO 2
3 H H H
CO 3
4 H M H
CO 4
5 H H H
CO 5
*H= High *M= Medium

Program Educational Objectives
PEO 1: Graduates of the Management program will have conceptual knowledge,
to adapt to the rapidly changing environment, learn new skills and demonstrate
application of management principles in a professional work setting.
PEO 2: Graduates will apply appropriate tools for decision making required for
solving complex managerial problems in the local or global context.
PEO 3: Graduates of the Management program will exhibit integrity, social
responsibility and teamwork.
PEO 4: Graduates will exhibit ethics, communication skills, leadership qualities
and entrepreneurial mindset using creativity and innovation.

Result Analysis
• 100%

End Semester Question Paper Template

End Semester Question Paper Template

Perquisite/Recap
Pre requisite of the Unit

• Knowledge of service concept, its application, current trends.
Recap
• Service quality, Service GAP, CRM

Brief Introduction about the Subject with Videos
• The subject of marketing of services gives students a thorough understanding

of the concepts and procedures that go into managing and marketing of
services , and its promotion in related industries. It includes intellectual as
well as practical aspects of best practices in the service sector. It covers the
Basics of service marketing, pricing of services and current trends in services
marketing, which will help in enhancing the knowledge and skills of all the
students who want to be an entrepreneur or build a career in retail, sales,
creative, and professional talents.
• What is Service Marketing & Why is it so important to the Economy? (youtu

. Subject: be.com)
Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar
Unit Contents
• Overview of current trends in service industry.
• Understanding the current trends in service industry i.e. Finance, Health,
Education, ITES, Tour & Travel, Logistics, Utilities, NGO, Hospitality etc.
• E- Services and Professional Services.

Unit Objectives
• To understand about current trends of service industries in different
sectors.
• To understand about e-services and professional services.

Topic Objectives /Topic Outcome
• To understand the current trends in service industries.
• To understand the current trends in financial sector.
• To know about current trends in Education, Logistics, ITES, Telecom, NGO, Tour and Travel,
Etc.
• To know about e-services and professional services.
 To make students understand the significance of Technology in Service marketing.
 To make students aware of the issues in Service industry.

Understanding of Current Trends in
Service Industries: Financial

TOP 6 TRENDS IN
FINANCIAL SERVICES INDUSTRY
• The Boom of Big Data

• Start-ups in India
• Outsourcing
• PA’s
• IFRS
• Payment Banks

Current Trends of Hospitality in Service Industries

Top 10 Trends Impacting the Hospitality Industry
1. Catering to millennials
Millennials (those ages 18-34) are expected to represent 50% of all travelers to the USA
by 2025, according to the Cornell Center for Hospitality Research. Companies need to
define their strategies based on this demographic group’s personality traits and habits—
they travel a lot; are early adopters of technology; like personalized interactions and are
spontaneous.

2. Tech explosion
Millennials (those ages 18-34) are expected to represent 50% of all travelers to the USA
by 2025, according to the Cornell Center for Hospitality Research. Companies need to
define their strategies based on this demographic group’s personality traits and habits—
they travel a lot; are early adopters of technology; like personalized interactions and are
spontaneous.

3. Influx of international visitors

International leisure travel is on the rise—Dubai International Airport has become the
busiest airport in the world. Hotels must be able to provide services in a multitude of
languages, and tailored experiences properly suited to the culture and unique needs of their
international visitors.

4. Increased emphasis on health and well-being

Guests today are taking charge of their health; hotels are responding with well-equipped
fitness centers, pools and spas. Increasingly, travelers are expecting innovative wellness
options. In addition to healthy food options, growing trends include lighting that energizes,
air purification, yoga spaces, in-room exercise equipment and even vitamin-infused
shower water.

5. Need for seamless technology

Seamless connectivity across platforms and devices is growing more important. Many
hotel groups are offering mobile check-in and digital concierge services. At Aria Resort
and Casino in Las Vegas, guests are issued high-tech cards that detect their presence and
unlock the door before they even reach it.

6. Sustainability rules
Eco-friendly practices are becoming the norm, as properties focus on renewable energy
resources and water scarcity. Many hotels are installing solar panels and updating systems
so that air conditioners and lights automatically switch off when guests leave their rooms.

7. New roles for staff

Many travelers seem to prefer technology to human beings—they want to check-in
digitally and don’t mind if a robot delivers room service. This will give staff the
opportunity to focus on more personalized service, as opposed to rote tasks.

8. Destination promotion
The explosion of social media is causing hotels to become more involved in destination
and self-promotion. Many are featuring guests’ images and tweets on their websites; some
are even using the material in their advertising campaigns.

9. Real-time damage control

If a hotel guest is dissatisfied, he or she can easily complain on Facebook, Twitter, Yelp or
Trip Advisior. Hoteliers must be able to quickly respond. Engaging with customers and
responding to their needs through these public forums help maintain positive guest
relations and drive future bookings.

10. Unique perks

With so many brands to choose from, properties need to find a way to stand out. Some are
offering free daily wine tastings in their lobbies or bars; some are
incorporating sophisticated informational screens in bathroom mirrors; and others are
giving away curated set lists of downloadable music.

Current Trends in Health Services

3 Current Trends in Healthcare
1. Getting social
Did you ever think you’d live to see healthcare leverage the power of social media?
Not only are healthcare providers and brands becoming more active on social channels,
with 60% of doctors reporting that social media helps improve their quality of care, but
organizations have also begun using tools to reach out to the community.

2. Digitalization of healthcare
New technologies, such as patient-focused Customer Relationship Management (CRM)
solutions have helped improve patient satisfaction and the overall level of care. This data
aggregation may also help organizations cut costs by identifying and treating patients’
health issues sooner. For example, real-time data analytics can give doctors a snapshot of a
patient’s health that can lead to early intervention instead of advanced disease treatment.

3. Addiction treatment
With more than 90 Americans overdosing daily, we cannot fully address the state of
healthcare without mentioning addiction. Although funding is still somewhat uncertain, we
can be sure that addiction treatment will continue to be a large focus in the healthcare
industry. Family practitioners today are more educated on the signs and symptoms of
addiction, and prescriptions for addictive drugs are slowly beginning to decline.
Unfortunately, this isn’t a problem we’ll see go away soon, but we can only hope to see
some relief for this nationwide crisis.

Current Trends in Telecom Services

5G Networks – The telecom carriers are working on providing the 5G networks to

spark an enormous wave of faster internet. While the technology has not yet been fully
defined, carriers are proceeding with the lab and field trials in their race to stay
competitive. The full, mass-market 5G coverage is expected by approximately 2020.

Secure and reliable services –

The number of smartphones equipped with biometric fingerprint readers is
increasing. This technology is also being used by retailers, financial institutions,
government, and even schools, to verify identities. Other biometric mechanisms like
facial or retinal recognition, are also telecom trends and are likely to pick up steam in
the coming years. An increasingly large number of telecom companies are adopting
biometric SIM cards for curbing crimes related to mobile phones and terrorist attacks
as well.

• Artificial Intelligence (AI) – AI allows smartphones to perform highly

sophisticated functions such as augmented reality (remember Pokémon Go), speech
recognition, indoor navigation, and even learning the daily tasks and preferences of an
individual to enable digital assistants like Siri and Alexa.
• Customer service chatbots, like CenturyLink’s ‘sales assistant’, speech and voice services
for customers where they can explore or buy content by speaking, traffic classification,
network optimization and orchestration, and predictive network maintenance, like AT&T’s
self-healing and self-learning hardware that’s powered by artificial intelligence are among
some AI applications that are used by the leading players and are among the emerging trends
in the telecommunication sector.

Internet of Things –
Although mentioned above as part of challenges faced by telecom industry due to the huge
amount of data that connected devices generate, but this is one major trend that will provide
telcos with more opportunities in the coming years. Becoming an IoT connectivity service
provider and offering Machine to Machine (M2M) devices can open up new streams of
revenue for the telcos. Gartner predicts that there will be nearly 20 billion devices
connected to the IoT by 2020 and that IoT product and service suppliers will amount to a
business of $300 billion in revenue.
Mergers & Acquisitions – With cut-throat competition, new technological

innovations disrupting the existing customer base, the year doesn’t seem to be very easy for
the telecommunication sector.

Current Trends in Logistics Services

Blockchain Technology
The use of this upcoming technology allows the different stakeholders of the logistics
industry such as manufacturers, suppliers, customers, auditors, warehouse managers,
and others to create a transparent and efficient system for recording transactions,
tracking assets, and managing all documents involved in the logistics process.
Digitalization of the Logistics Industry

The use of digitization in the logistics industry is further expected to bring about
significant reduction in procurement and supply chain costs while giving a considerable
boost to the overall revenues.

Emergence of 3PL and 5PL

The proliferation of third-party logistics (3PL) and fifth-party logistics (5PL) is expected to
accelerate the global logistics market during the predicted period. During 2017, the 3PL was
able to contribute the highest to the global logistics market share. 3PL is responsible for
encompassing a broad range of end-to-end transport and logistics needs including
transporting goods, maintaining inventory logs and travel insurance, and offering a shield
against property loss.
Efficient Last Mile Deliveries

With the continuously increasing proliferation of e-commerce companies, the provision of
efficient last mile deliveries is witnessing a major upswing to become one of the most critical
aspect of creating differentiation of services among the competitors.
Integration of Drones and Smart Glasses

• The rising integration of drones and smart glasses in the logistics industry has improved the
flexibility and speed of delivery, in turn, impacting the growth of last mile logistics market
during the predicted period.
Adoption of Data Analytics and Big Data Logistics

• The use of Big Data and Data Analytics in the logistics industry is allowing several
stakeholders involved in the business to make informed purchase decisions. Companies are
now using big data to anticipate busy periods, potential future supply shortage and other
insights for making strategic decisions to improve their market positions and offer a
significant competitive advantage over other counterparts.

Logistics Automation and IoT

Automation has been gaining traction in the logistics industry as well with the continuous
adoption of Internet of Things (IoT). The inception of logistics 4.0 is one of the key
logistics trends transforming the global supply chain market. Shortcomings including
transportation delays, operator errors, poor monitoring of cargo, outdated IT failures, and
thefts are being overcome by the integration of IoT in the logistics industry.
Implementation of Chatbots and Collaborative Robots (Cobots)

According to the Logistics Bureau, the use of voice-controlled chatbots for interacting
with users to perform specific actions at several purchase points in a supply chain
including shopping, ordering, picking and others are expected to trend continuously in the
global logistics market.

Current Trends in Education Service Industries

1. Integrated Learning Solutions

It is not a Practical Idea for schools to wait till 100% digitalization to give students the taste
of modern education.
2. Augmented Reality
Knowledge retention improves drastically when learning involves audio, video, and visuals
which is lacking in traditional lectures.
3. Personalized Learning
This is going to be a notable trend of the year as students can learn without worrying about
device, location and timing constraints.

4. Professional Development of Teachers

The educators are of course an integral element of the learning ecosystem. And that is why
it is important to familiarize them with present generation competencies and skills so that
students can experience the best of the technologies available now.
5. Bite-Sized Learning
Short-term attention span has always been an issue in the education sector. Students have
struggled a lot to cope with the long, intense text. The learning content has not been very
interactive, which reduced learning abilities in students.

6. Formative assessment solutions

The importance of learning outcomes will be focused more and that is why formative
assessment solutions are adopted.
7. More flexible seating

In fact, research has suggested that it can have a remarkable impact on the way students
perceive education. Understanding its significance, schools have started giving them choices
to opt for the way they like to be seated in a class.

8. Digital Ethics and Privacy

Upholding the significance of digital ethics and privacy is becoming very important in the
present educational era.
9. Online Education
With the widespread acceptance and influence of mobile gadgets, providing online education
is a concept which can be delivered a lot easy than ever before
10. Shifting from STEM to STEAM
For a long time, the education system revolved around the STEM approach.
So, the integral education aspects were science, technology, engineering, and mathematics.
But this has become a bit outdated nowadays. However, various industries ask for
professionals who disciplined in the areas of creativity and art.

11. Smart Spaces

This was one of the much-awaited trends for long years and in fact, it serves as a platform
or literal physical space where humans can interact with modern technology.
12. Cost Management in Education
As the technology is rising in the education sector, administrations will require in-depth
planning to ensure relevant investment.
13. Increasing Wellness Programs
The education sector has been giving importance to the wellness of students a lot in the
past few years.
14. The Changing Role of a Teacher
The 21st century has changed the concept of a teacher too. More than a data feeder, the
teacher has become someone who nurtures the learners adequately.
Current Trends in ITES (IT enabled Services)
Service Industries
Intelligent
Things
Blockchains
Digital and
Twins Distributed
Ledgers
ITES (IT
enabled
Services)
Virtual Reality ITES
and Augmented Intelligent
Reality Apps
Artificial
Intelligence and
Advanced
Machine Learning

Current Trends in e-Services and Professional
Service Industries
Major Trends That Are Transforming the Professional Services Market

•Social Media Adoption.
•Virtual Firms in the Professional Industry.
•Value-Oriented Revenue Model.
•Emergence of Modularization.
•Automation of Back-End Services.

Virtual Firms in the Professional Industry
Rapid technology change, increased pressure to reduce costs, and increased use of
smartphones is making the concept of virtual firms more attractive to many in the industry. In
the future, more professional firms will go virtual and have few permanent offices.
By hiring contract employees, placing the entire infrastructure in the cloud, and utilizing a
small number of physical offices, professional services firms can cut their costs and help
increase their revenue. Professional services firms need to adapt to technology changes and
should be ready to take major steps in this direction to take on new business challenges and
maximize growth.

Emergence of Modularization
Services are now being split into several individual components and sold separately rather
than bundled together. A growing number of clients prefer to pick and choose service
elements that can be executed in house and allocate the rest to specific service providers.
This approach is called modularization of services. Modularization is particularly appealing
when a single service firm would not be able to handle the complexity of a large project
and hence is willing to approach four to five firms to collaborate together.

Automation of Back-End Services
Back-end services automation is increasingly becoming important for companies to

eliminate paper-driven processes. Professional service companies such as accounting
and legal services are automating back-end processes to match front-end services.
Companies are increasingly shifting to electronic check records from old processes of
scanning and filing paper checks.

Daily Quiz
• Discuss the current trends in logistics.

• Discuss the current trends in hospitality industry.
• Describe the current trends in tourism industry.

MCQs
1.What is the total value of Indian healthcare Information technology as of 2020?

A. US $ 0.8 billion
B. US $ 2 billion
C. US $ 1 billion
D. US $ 0.9 billion
2.Which of the following are not part of health care sector?

1. Medical Tourism
2. clinical trails
3. Tele medicine
4. Health Insurance

MCQs
3. What is the value of telemedicine market in India?

A. $ 20 million
B. $ 32 million
C. $ 40 million
D. None of the above
4. What is the FDI allowed in the greenfield projets of Health sector?

E. 100%
F. 51%
G. 74%
H. 49%

Weekly Assignment
Discuss the current trends in the following industries:

• Hospitality
• Health
• NGO
• Public Utilities
• e-services

Old Question Papers links
2021-22 AMBAMK0413.pdf (niet.co.in)
2022-23-AMBAMK0413.pdf (niet.co.in)

Glossary Questions
• Describe the characteristics of Tourism/Finance/ITES/NGO/Public
utility/Heath/Education industry.

Expected Questions for University Exam
• Discuss the recent trends in Education industry.

• Explain the significance of Technology in Service marketing.
• Define ITES
• Explain the emergence of 3PL and 5PL in logistics management.
• Discuss recent trends in Travel & Tourism industry.

Topic Links
• Marketing of Services | Current Trends In Logistics Industry| AKTU Digital

Education (youtube.com)
• Marketing of Services | Current Trends In Education Industry| AKTU Digital
• Marketing of Services | Current Trends In Telecom Industry| AKTU Digital
• Marketing of Services | Current Trends In Health Industry| AKTU Digital Ed
ucation (youtube.com)

References
1. Services Marketing Text and Cases, Vinnie Jauhari & Kirti Dutta, Oxford Uniersity
Press.
2. Services Marketing, Zeithaml Valerie and Mary Jo Bitner, Gremler & Pandit, Tata
McGraw Hill.
3. Services Marketing, Lovelock, Christopher. Prentice Hall.
4. Services Marketing, Nargundkar, Rajendra. Tata McGraw Hill
5. The Essence of Services Marketing, Adrian Payne. PHI.
Services Marketing, Ravi Shankar. Excel Publishing

Recap
• The student should have basic knowledge of the concepts of Service Performance.
• Students must be aware of the different service industries and their functioning.
• A basic understanding of the recent trends and advancements in Information technology
and marketing is required.
• To get an idea about e-services and professional services

Caselet
Introduction:
The call center industry is a vital part of customer service and support for many businesses
across various sectors. In recent years the call center industry has undergone significant
transformations due to advances in technology changing customer expectations and the
increasing use of data analytics. This case study will examine some of the current trends in
the call center industry and their implications for businesses.

Caselet
Trend 1:
Omnichannel Communication One of the notable trends in the call center industry is the
shift towards omnichannel communication. Customers today expect to interact with
companies through multiple channels such as phone calls emails chatbots social media and
messaging apps. Call centers are increasingly adopting omnichannel strategies to provide a
seamless and consistent customer experience across all touchpoints. This trend requires
call centers to integrate different communication channels and technologies to ensure a
unified customer experience.

Caselet
Trend 2:
Automation and AI Another significant trend in the call center industry is the increasing
adoption of automation and artificial intelligence (AI) technologies. Call centers are
leveraging AI-powered chatbots virtual assistants and speech recognition systems to handle
routine inquiries and tasks more efficiently. Automation helps call centers to improve
operational efficiency reduce costs and free up human agents to focus on more complex
customer interactions. However balancing automation with human touch is crucial to
maintain the quality of customer service.

Caselet
Trend 3:
Data Analytics and Personalization Data analytics plays a vital role in shaping the future of
call centers. By analyzing customer data and interactions call centers can gain valuable
insights into customer preferences behavior and sentiment. This data-driven approach
enables call centers to personalize interactions anticipate customer needs and offer targeted
solutions proactively. Moreover leveraging analytics helps call centers to optimize their
operations improve decision-making and enhance overall performance.

Caselet
Conclusion:
In conclusion the call center industry is experiencing a period of transformation driven by
technological advancements and evolving customer expectations. Businesses that adapt to
the current trends in the call center industry stand to benefit from improved customer
service operational efficiency and competitive advantage. By incorporating omnichannel
communication automation AI and data analytics into their call center operations
businesses can deliver exceptional customer experiences and position themselves for long-
term success in the dynamic call center landscape.

Thank you

Unit V

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Unit V

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NOIDA INSTITUTE OF ENGINEERING & TECHNOLOGY

Dr. Ajay Gangele/ Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

Faculty Name: Dr. Ajay Gangele

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

Sr. Course PO1 PO2 PO3 PO4 PO PO

*1=High, *2=Medium, *3=Low

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

Sr. Course PO1 PO2 PO3 PO4 PO PO

*H= High *M= Medium

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

Pre requisite of the Unit

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

• The subject of marketing of services gives students a thorough understanding

• What is Service Marketing & Why is it so important to the Economy? (youtu

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

• The Boom of Big Data

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

3. Influx of international visitors

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

4. Increased emphasis on health and well-being

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

5. Need for seamless technology

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

7. New roles for staff

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

9. Real-time damage control

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

10. Unique perks

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

5G Networks – The telecom carriers are working on providing the 5G networks to

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

Secure and reliable services –

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

• Artificial Intelligence (AI) – AI allows smartphones to perform highly

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

Mergers & Acquisitions – With cut-throat competition, new technological

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

Digitalization of the Logistics Industry

. Subject: Marketing of Services by: Dr. Ajay Gangele/Mr. Arun Kumar

Emergence of 3PL and 5PL

Efficient Last Mile Deliveries

Integration of Drones and Smart Glasses

Adoption of Data Analytics and Big Data Logistics

1=High, 2=Medium, *3=Low

H= High M= Medium