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Papers by Dr. Kulwinder Pal

Purpose – The purpose of this paper is to explain the methodologies of customer relationship mana... more Purpose – The purpose of this paper is to explain the methodologies of customer relationship management (CRM) and apply the same to higher education scenario with emphasis on hospitality and tourism context. The paper seeks to outline the benefits and limitations of the CRM. Approach – The paper specifies an ideational application of the CRM concept and establishes its suitability in the hospitality and tourism institutions. Findings – Customer Relationship Management would be expected as the norm in the hospitality and tourism education by customers of the future, yet it is only the trendsetters who gain real perceptible benefits from this progression. Applied Implications – The paper proposes conceptual examples for the hospitality and tourism education on how to utilise the innovative CRM tool. The expertise and technology is already available and the utilisation of these novel techniques would certainly enhance consumers' gains from it. This can result in more satisfied cust...

Abstract- This paper is an attempt to identify the ways to strengthen the delivery mechanism of H... more Abstract- This paper is an attempt to identify the ways to strengthen the delivery mechanism of Hospitality Management Education in India by applying the implications of sound pedagogical theories. The elements like human resources, materials and methodology-applied act as foundation of efficient delivery mechanism. In order to reinforce these foundation elements, it becomes essential to provide some pedagogical scaffolding to them. These pedagogical scaffoldings, consisting of findings of various teaching-learning theories, propose many instructional strategies that can be utilized for enhancing the efficacy of Hospitality Management Education. In Indian context, the curricula of various courses of hospitality education are developed by the academic or professional institutions with the inputs of regulatory bodies

Global Journal of Management and Business Research, 2010

This paper is an attempt to identify the ways to strengthen the delivery mechanism of Hospitality... more This paper is an attempt to identify the ways to strengthen the delivery mechanism of Hospitality Management Education in India by applying the implications of sound pedagogical theories. The elements like human resources, materials and methodology-applied act as foundation of efficient delivery mechanism. In order to reinforce these foundation elements, it becomes essential to provide some pedagogical scaffolding to them. These pedagogical scaffoldings, consisting of findings of various teaching-learning theories, propose many instructional strategies that can be utilized for enhancing the efficacy of Hospitality Management Education. In Indian context, the curricula of various courses of hospitality education are developed by the academic or professional institutions with the inputs of regulatory bodies like AICTE, NCHMCT and also of industry experts. But in the absence of efficient delivery mechanism, even the best of the curricula formulated fails to yield the desired results. T...

Simulations, as working representations of reality, are now a days increasingly being used as ins... more Simulations, as working representations of reality, are now a days increasingly being used as instructional and training tools in various professions. Advancements in technology have enhanced the use of computer based simulations and this has resulted into the development of many sophisticated simulation systems. In the current scenario, use of simulations in Hospitality Management Education is equally gaining widespread attention. With the application of comprehensive management simulation, it is possible to integrate a wide range of knowledge and skills required for being a successful hospitality professional. But to ensure meaningful learning experiences, theses simulations need to be supported by a theoretical framework based on principles of instructional design. This paper analyses the use of simulation based learning in Hospitality Management Education with its advantages and limitations. It provides theoretical base consisting of various learning theories and instructional d...

Cultural/Pilgrimage Tourism is one of the fastest growing segments of the tourism industry. This ... more Cultural/Pilgrimage Tourism is one of the fastest growing segments of the tourism industry. This is evident in the rise in the volume of travellers who seek spirituality, piety or devotion, adventure, culture and history. The study attempts to analyze the cultural/pilgrimage destination attributes in terms of tourists’ perception and their overall satisfaction level. The expectancy-disconfirmation theory provided a conceptual framework for this study. The area of study was the Sultanganj region, a place with historical and religious significance, situated close to the Ganges in Bhagalpur district of Bihar. The analytical study revealed that out of twenty attributes identified, tourists’ were satisfied with eight, neutral with respect to three and dissatisfied with nine. The mean value of respondents’ overall perceived level of satisfaction tended moderately toward the high end of the satisfaction scale. Based upon the results of this study, several recommendations could be made to i...

Purpose – The purpose of this paper is to explain the methodologies of customer relationship mana... more Purpose – The purpose of this paper is to explain the methodologies of customer relationship management (CRM) and apply the same to higher education scenario with emphasis on hospitality and tourism context. The paper seeks to outline the benefits and limitations of the CRM. Approach – The paper specifies an ideational application of the CRM concept and establishes its suitability in the hospitality and tourism institutions. Findings – Customer Relationship Management would be expected as the norm in the hospitality and tourism education by customers of the future, yet it is only the trendsetters who gain real perceptible benefits from this progression. Applied Implications – The paper proposes conceptual examples for the hospitality and tourism education on how to utilise the innovative CRM tool. The expertise and technology is already available and the utilisation of these novel techniques would certainly enhance consumers' gains from it. This can result in more satisfied cust...

Global Journal of Management and Business Research, 2014

Purpose: To become a successful front office professional, a person needs to be comfortable with ... more Purpose: To become a successful front office professional, a person needs to be comfortable with interacting with strangers and dealing with various hotel-guests issues. To do so effectively, a front office manager needs to understand and apply appropriate findings of psychology. Personality psychology is a branch of psychology that studies personality and individual differences. For years, practitioners of applied psychology have tried to help companies identify personality types of customers and teach them how to handle each of these. By understanding the personality styles of guests, front office managers can easily accommodate the needs of each type. This conceptual paper analyses some of the findings of personality psychology which have direct implications for front office managers and professionals. Design/methodology/approach: The types of personality and the principles discussed in the paper are arrived at through review of related literature and by interacting with the succ...

Global Journal of Management and Business Research, Apr 20, 2010

... On the basis of above discussion, we can draw out some of the pearls from the vast sea of ...... more ... On the basis of above discussion, we can draw out some of the pearls from the vast sea of ... In Terry Anderson (Ed.), The Theory and Practice of Online Learning (2nd ed.) (pp. ... November 5, 2008, from: http://academic.shu.ac.uk/om/cb/Colin%20New/do cuments/johlste.pdf 6 ...

Purpose – The purpose of this paper is to explain the methodologies of customer relationship mana... more Purpose – The purpose of this paper is to explain the methodologies of customer relationship management (CRM) and apply the same to higher education scenario with emphasis on hospitality and tourism context. The paper seeks to outline the benefits and limitations of the CRM. Approach – The paper specifies an ideational application of the CRM concept and establishes its suitability in the hospitality and tourism institutions. Findings – Customer Relationship Management would be expected as the norm in the hospitality and tourism education by customers of the future, yet it is only the trendsetters who gain real perceptible benefits from this progression. Applied Implications – The paper proposes conceptual examples for the hospitality and tourism education on how to utilise the innovative CRM tool. The expertise and technology is already available and the utilisation of these novel techniques would certainly enhance consumers' gains from it. This can result in more satisfied cust...

Abstract- This paper is an attempt to identify the ways to strengthen the delivery mechanism of H... more Abstract- This paper is an attempt to identify the ways to strengthen the delivery mechanism of Hospitality Management Education in India by applying the implications of sound pedagogical theories. The elements like human resources, materials and methodology-applied act as foundation of efficient delivery mechanism. In order to reinforce these foundation elements, it becomes essential to provide some pedagogical scaffolding to them. These pedagogical scaffoldings, consisting of findings of various teaching-learning theories, propose many instructional strategies that can be utilized for enhancing the efficacy of Hospitality Management Education. In Indian context, the curricula of various courses of hospitality education are developed by the academic or professional institutions with the inputs of regulatory bodies

Global Journal of Management and Business Research, 2010

This paper is an attempt to identify the ways to strengthen the delivery mechanism of Hospitality... more This paper is an attempt to identify the ways to strengthen the delivery mechanism of Hospitality Management Education in India by applying the implications of sound pedagogical theories. The elements like human resources, materials and methodology-applied act as foundation of efficient delivery mechanism. In order to reinforce these foundation elements, it becomes essential to provide some pedagogical scaffolding to them. These pedagogical scaffoldings, consisting of findings of various teaching-learning theories, propose many instructional strategies that can be utilized for enhancing the efficacy of Hospitality Management Education. In Indian context, the curricula of various courses of hospitality education are developed by the academic or professional institutions with the inputs of regulatory bodies like AICTE, NCHMCT and also of industry experts. But in the absence of efficient delivery mechanism, even the best of the curricula formulated fails to yield the desired results. T...

Simulations, as working representations of reality, are now a days increasingly being used as ins... more Simulations, as working representations of reality, are now a days increasingly being used as instructional and training tools in various professions. Advancements in technology have enhanced the use of computer based simulations and this has resulted into the development of many sophisticated simulation systems. In the current scenario, use of simulations in Hospitality Management Education is equally gaining widespread attention. With the application of comprehensive management simulation, it is possible to integrate a wide range of knowledge and skills required for being a successful hospitality professional. But to ensure meaningful learning experiences, theses simulations need to be supported by a theoretical framework based on principles of instructional design. This paper analyses the use of simulation based learning in Hospitality Management Education with its advantages and limitations. It provides theoretical base consisting of various learning theories and instructional d...

Cultural/Pilgrimage Tourism is one of the fastest growing segments of the tourism industry. This ... more Cultural/Pilgrimage Tourism is one of the fastest growing segments of the tourism industry. This is evident in the rise in the volume of travellers who seek spirituality, piety or devotion, adventure, culture and history. The study attempts to analyze the cultural/pilgrimage destination attributes in terms of tourists’ perception and their overall satisfaction level. The expectancy-disconfirmation theory provided a conceptual framework for this study. The area of study was the Sultanganj region, a place with historical and religious significance, situated close to the Ganges in Bhagalpur district of Bihar. The analytical study revealed that out of twenty attributes identified, tourists’ were satisfied with eight, neutral with respect to three and dissatisfied with nine. The mean value of respondents’ overall perceived level of satisfaction tended moderately toward the high end of the satisfaction scale. Based upon the results of this study, several recommendations could be made to i...

Purpose – The purpose of this paper is to explain the methodologies of customer relationship mana... more Purpose – The purpose of this paper is to explain the methodologies of customer relationship management (CRM) and apply the same to higher education scenario with emphasis on hospitality and tourism context. The paper seeks to outline the benefits and limitations of the CRM. Approach – The paper specifies an ideational application of the CRM concept and establishes its suitability in the hospitality and tourism institutions. Findings – Customer Relationship Management would be expected as the norm in the hospitality and tourism education by customers of the future, yet it is only the trendsetters who gain real perceptible benefits from this progression. Applied Implications – The paper proposes conceptual examples for the hospitality and tourism education on how to utilise the innovative CRM tool. The expertise and technology is already available and the utilisation of these novel techniques would certainly enhance consumers' gains from it. This can result in more satisfied cust...

Global Journal of Management and Business Research, 2014

Purpose: To become a successful front office professional, a person needs to be comfortable with ... more Purpose: To become a successful front office professional, a person needs to be comfortable with interacting with strangers and dealing with various hotel-guests issues. To do so effectively, a front office manager needs to understand and apply appropriate findings of psychology. Personality psychology is a branch of psychology that studies personality and individual differences. For years, practitioners of applied psychology have tried to help companies identify personality types of customers and teach them how to handle each of these. By understanding the personality styles of guests, front office managers can easily accommodate the needs of each type. This conceptual paper analyses some of the findings of personality psychology which have direct implications for front office managers and professionals. Design/methodology/approach: The types of personality and the principles discussed in the paper are arrived at through review of related literature and by interacting with the succ...

Global Journal of Management and Business Research, Apr 20, 2010

... On the basis of above discussion, we can draw out some of the pearls from the vast sea of ...... more ... On the basis of above discussion, we can draw out some of the pearls from the vast sea of ... In Terry Anderson (Ed.), The Theory and Practice of Online Learning (2nd ed.) (pp. ... November 5, 2008, from: http://academic.shu.ac.uk/om/cb/Colin%20New/do cuments/johlste.pdf 6 ...