Faculty

Customer Testimonails

Name

Dr Sujata Joshi

Designation 

Associate Professor

Qualification 

MBA, M. Com, B.Com, SET, PhD (Marketing)

 

Experience

Total experience:  22.3 years:

Academic/Teaching experience at MBA level: 18.4 years

Industry experience: 3.9 years

 

Areas of Interest

Customer experience, Customer engagement, Social media, Telecom Business management, Strategy, Business Analytics, Social media, and Consumer Behaviour.

 

Publications/Presentations of papers /case Studies in Conferences/journals

Research Publications:

Google scholar profile: https://scholar.google.co.in/citations?user=_NRAg34AAAAJ&hl=en

 

Journal Papers Published

 

  • Joshi Sujata, Bhatia Sanjay, Raikar Kiran, Pall Harmanpreet (03/2017), “Customer experience and associated customer behaviour in end user devices and technologies (smartphones, mobile internet, mobile financial services)”, Int. J. High Performance Computing and Networking, Vol. 10, Nos. 1/2, 2017, pp 118-126. (indexed in Scopus, Inspec etc)

 

  • Joshi Sujata, Prabhu Sandeep and Chirputkar Abhijit (12/2016), “Impact of Advertising and Sales Promotion Expenses on the Sales Performance of Indian Telecommunication Companies”, Indian Journal of Science and Technology, Vol 9(46), December 2016, pp 1-6, (Scopus, ISSN Online: 0974-5645)

 

  • Joshi Sujata,*, Saxena Saksham , Godbole Tanvi, Shreya (2016), “Developing Smart Cities: An Integrated Framework”, Procedia Computer Science 93 ( 2016 ) 902 – 909, indexed in Scopus.

 

  • Joshi Sujata, Niladri Shekhar Dutta, Mahathi Keshav P. and Debasreeta Chakrabarti ((2016), “BACEMTO FRAMEWORK: MEASURING CUSTOMER EXPERIENCE MANAGEMENT ACTIVITIES OF TELECOM OPERATORS”, International Journal of Applied Business and Economic Research (ISSN: 0972-7302) , , Vol. 14, No. 6, (2016): 3485-3504, indexed  and  listed in JEL by American Economic Association (AEA), Index Copernicus, SCOPUS, Elsevier’s bibliographic database, CAP International and Indian Sciences Abstract.

 

  • Joshi Sujata, Bhatia Sanjay, Roy Arindom, Kumar Madhurendra (2016), “IMPACT OF CUSTOMER-EXPERIENCE ON CUSTOMERBEHAVIOR FOR CELLULAR SERVICES WITH REFERENCE TO INDIAN TELECOMMUNICATION INDUSTRY”, International Journal of Applied Business and Economic Research (ISSN: 0972-7302) ,  Vol. 14, No. 6, (2016): 4659-4679, indexed  and  listed in JEL by American Economic Association (AEA), Index Copernicus, SCOPUS, Elsevier’s bibliographic database, CAP International and Indian Sciences Abstract.

 

  • Joshi Sujata, Dalal Rohit, Egbert Rohan, Chaudhary Akshara (09/2016) Telecom-OTT Partnership: Generating New Revenue Sharing Models. Telecom Business Review, 9(1) : 21-31 (ProQuest; ISSN: 0973-9114).

 

  • Joshi Sujata, Jog Yatin, Chirputkar Abhijit, Shrivastava Noopur, Doshi Ruchi (04/2016) Factors Affecting Smartphone Purchase among Indian Youth: A Descriptive Analysis. Indian Journal of Science and Technology, 9(15) : 1-10 (Scopus,Ebsco,Index Copernicus; ISSN: 0974-6846).

 

 

  • Joshi Sujata, Shrivastava Noopur, Nair Neethi, Prakash Jubin, Pandey Udit (04/2016) On-Page Search Engine Optimization: Study of Factors Affecting Online Purchase Decisions of Consumers. Indian Journal of Science and Technology, 9(15) (Scopus,Ebsco,Index Copernicus; ISSN: 0974-6846).

 

 

  • Joshi Sujata, Thenuan Pushpendra, Subrahmanyam Yadavalli V S (06/2016) Competitive Analysis of Social Media and Incident Management. International Journal of Marketing and Technology, 6(6) : 87-102 (Cabell's directory,Open J-Gate,Ulrich's Periodicals Directory; ISSN: 2249-1058).

 

 

  • Jog Yatin, Chirputkar Abhijit, Joshi Sujata (03/2015) Challenges and Opportunities in Mobile Money and Payment Services for Indian Business Environment. International Journal of Applied Engineering Research, 10(3) : 7065-7082 (Scopus; ISSN: 0973-4562).

 

 

  • Joshi Sujata, Chirputkar Abhijit, Jog Yatin (03/2015) Influence of Brand Oriented Factors on Customer Loyalty of Prepaid Mobile Services. Indian Journal of Science and Technology, 8(6) : 43-49 (Scopus,Ebsco,DOAJ,Index Copernicus,Indian Science Abstracts,Research Bible,Thomson Reuteurs,Ulrich's Periodicals Directory; ISSN: 0974-5645).

 

 

  • Joshi Sujata, Bhatia Sanjay, Puri Disha, Roy Arindom, Saini Jyoti (12/2015) Application of Fishbein model using predictive analytics for measuring purchase intention of the DTH consumers. International Journal of Intercultural Information Management, 5(1) : 19-36 (Cabell's directory,Google Scholar,Inspec; ISSN: 1750-0036).

 

 

  • Joshi Sujata, Bhatia Sanjay, Raikar Kiran, Athnikar Rohan (03/2015) Towards greater customer experience: Role of Network Parameters on key business drivers. ARPN Journal of Engineering and Applied Sciences, 10(3) : 2037-2046 (Scopus; ISSN: 1819-6608).

 

 

  • Joshi Sujata, Jayendran G.S., Dalal Rohit (02/2015) Transforming Telecom Business: Scaling the Shift Using Predictive Analytics. Indian Journal of Science and Technology, 8(4) : 34-43 (Scopus,Ebsco,DOAJ,Index Copernicus,Indian Science Abstracts,Research Bible,Thomson Reuteurs,Ulrich's Periodicals Directory; ISSN: 0974-5645).

 

 

  • Joshi Sujata, Roy Arindom, Thakkar Dikshit, Banik Anish, Arora Gagan Deep, Parashar Pallav (02/2015) Conceptual Paper on Factors Affecting the Attitude of Senior Citizens towards Purchase of Smartphones. Indian Journal of Science and Technology, 8(4) : 83-89 (Scopus,Ebsco,DOAJ,Index Copernicus,Indian Science Abstracts,Research Bible,Thomson Reuteurs,Ulrich's Periodicals Directory; ISSN: 0974-5645).

 

 

  • Joshi Sujata, Sohag Sarkar, Dewan Tanu, Dharmani Chintan, Purohit Shubham, Gandhi Sumit (02/2015) Impact of Over the Top (OTT) Services on Telecom Service Providers. Indian Journal of Science and Technology, 8(4) : 145-160 (Scopus,Ebsco,DOAJ,Index Copernicus,Indian Science Abstracts,Research Bible,Thomson Reuteurs,Ulrich's Periodicals Directory; ISSN: 0974-5645).

 

 

  • Menachem Domb, Joshi Sujata, Bhatia Sanjay, Roy Arindom, Saini Jyoti (12/2015) An Empirical Study to Measure Customer Experience for Telecom Operators in Indian Telecom Industry. GSTF Journal on Business Review, 4(2) : 45-52 (Ebsco,ProQuest,Cabell's directory,Index Copernicus,Ulrich's Web,CrossRef; ISSN: 2010-4804).

 

 

  • Joshi Sujata (05/2014) Customer Experience Management: An Exploratory Study on the Parameters Affecting Customer Experience for Cellular Mobile Services of a Telecom Company. Procedia - Social and Behavioral Sciences, 133: 392-399 (ScienceDirect; ISSN: 1877-0428).

 

 

  • Joshi Sujata (02/2014) A study on Digital marketing preferences of Generation Y with specific reference to the purchase of Laptops. PRIMA: Practices and Research in Marketing, : 16-27 (Ebsco,Cabell's directory,Ulrich's Web; ISSN: 2230-844X).

 

 

  • Joshi Sujata, Bhatia Sanjay, Jain Swati (07/2014) A Study of Customer Preferences and Experience parameters affecting Customer Loyalty with respect to Indian DTH Industry. Advances In Management, 7(7) : 21-27 (Cabell's directory,RePec; ISSN: 2278-4551).

 

 

  • Joshi Sujata, Bhatia Sanjay, Majumdar Arnab, Malhotra Archit (08/2014) Enhancing Quality of Service by Delivering Positive Customer Experience for the Indian DTH industry. SCIT Journal, 14(1) : 18-26 (Cabell's directory,Index Copernicus; ISSN: 0974-5076).

 

 

  • Joshi Sujata, Bhatia Sanjay, Majumdar Arnab, Malhotra Archit (04/2014) Encompassing Kano's Model to Augment Customer Experience for The Indian DTH Industry. International Journal of Research in Commerce, IT and Management, 4(4) : 1-6 (Ebsco,ProQuest,Index Copernicus,Ulrich's Web; ISSN: 2231-5756).

 

 

  • Joshi Sujata, Bhatia Sanjay, Majumdar Arnab, Malhotra Archit (05/2014) Engineering a framework for enhancing customer experience for the Indian DTH industry. International Journal of Marketing and Technology, 4(5) : 35-53 (Cabell's directory,Australia Open J-Gate,Open J-Gate; ISSN: 2249-1058).

 

 

  • Joshi Sujata, Majumdar Arnab, Malhotra Archit (07/2014) Enhancing Customer Experience using Business Intelligence Tools with Specific Emphasis on the Indian DTH Industry. Procedia Economics and Finance, 11: 289-305 (ScienceDirect; ISSN: 2212-5671).

 

 

  • Joshi Sujata, Saurabh Saxena, Tarkas Juhi (10/2014) Analysis of the innovative strategies for value creation in the smartphone market: A case study approach using blue ocean framework. Samvad, 8 ( ISSN: 2348-5329).

 

 

  • Yatin Jog, Joshi Sujata, Chirputkar Abhijit (10/2014) 4G-LTE - Mapping of strategies with Customer expectations. International Journal of Research and Scientific Innovation, 1(5) : 14-19 (NA,Google Scholar,GetCITED,Indian Science Abstracts,ResearchGate,NASA; ISSN: 2321-2705).

 

 

  • Joshi Sujata (09/2013) Enhancing Customer Experience: An exploratory study on the Role of Retailer as an effective touchpoint for enhancing Customer Experience for Cellular service providers. Drishtikon: A Management Journal, 5(1) : 88-100 (Ebsco,Cabell's directory,Ulrich's Web; ISSN: 0975-7848).

 

 

  • Joshi Sujata, Hallur Giri, Bhalerao Lalitkumar (01/2009) Identifying Alternative means for Retailer Loyalty-CSP Perspective. Telecom Business Review, 2(1) : 7-26 (ProQuest; ISSN: 0973 9114).

 

 

  • Joshi Sujata (01/2008) Exploring Consumer Perceived Value In Technology Intensive Service Industry. Telecom Business Review, 1: 42-46 (ProQuest; ISSN: 0973 9114).

 

Case studies published:

 

 

  1. Joshi Sujata, Potdar Vidyasagar, Saxena Saurabh, Satpathy Tanmay (12/2014) Technex technologies: value creation in the mobile application space. European Case Clearing House (ECCH), , Ref. No. 314-309-1.
  2. Joshi Sujata,Chirputkar Abhijit,Sinha Shivam (02/2017), “Microsoft Acquisition of Nokia: Analysis from Strategy and Finance Perspective”.  The Case Centre. FIN-1-0036.
  3. Chirputkar Abhijit, Joshi Sujata, Nilesh Balmotriya (02/2017), “Securitization between Reliance Communications Ltd. and Reliance Jio Infocomm Ltd.:Strategic Financial Analysis”. The Case Centre FIN-1-0038.

 

 

Conference proceedings

 

 

  1. Sujata Joshi (02/2012) An Empirical Study On Influence Of Retailer On Consumer Brand Choice With Reference To Prepaid Mobile Services. In: International Conference on Contemporary Issues In Business Management, , pp: 101-119 (ISBN : 978-81-906991-7-4).

 

     


 

Special Achievements:

1. Awards and Honours:

  • Was awarded “Outstanding Faculty” award for contribution and achievement in the field of Management by the Venus International Foundation (VIFFA 2015), India, in the year 2015.
  • Invited as Key Note speaker by IIT Delhi for their Refereed "International Conference on Telecommunication Technology & Management (ICTTM 2015)" scheduled on 11th and 12th April 2015.
  • Appointed as program committee member for the Second International Conference on Advanced Wireless Information and Communication Technologies (AWICT 2017) to be held at Université de Paris-Saclay, Paris, France. During two days 13-14 November 2017.
  • Secretary and Member of the Editorial Board of SITM Journal Telecom Business Review- An annual Journal of SITM ISSN 0973-9114 indexed under ProQuest and i-scholar database.
  • Was convener of SITM 1st International Research Conference, SITM-IRC-TEM on 16th-17thJanuary, 2015 conducted at Symbiosis International University, Lavale campus, Pune, INDIA in collaboration with Telecom Ecole de France. The theme of the conference was ‘Striving for Excellence through Research & Innovation in Management, Telecom, & ICT’

2. Research Achievements:

2013:    Received best paper award in Marketing Track for my paper titled, “Enhancing Customer Experience using Business Intelligence Tools with specific emphasis on the Indian DTH industry” presented in International Conference SIMSAARC: Shaping the Future of Business and Society” in December 2013.

2015:    Received best paper award in General Management track for my paper titled, “Factors affecting smartphone purchase among Indian youth: A descriptive analysis” presented in the International Research Conference on “Managing Business Globally-An Indian Way in December 2015

2015:    Received best paper award in marketing track for my paper titled, ““Transforming Telecom Business: Scaling the shift using predictive analytics” presented in the International Research Conference on Striving for business excellence through research and innovation in Management, Telecom and ICT in January 2015.

2016:    Received Best Paper Presentation Award (Runner up) for my paper titled, “Impact of social media on business and organizational behavior” presented at Annual students’ research conference, “Symposia”, a part of Revelation  January 2016  conducted by SIBM Bengaluru, India.

 

3. Research papers with International collaboration:

2014:    Undertook following research papers with International collaborations

  • Research paper on Customer engagement (working paper) in collaboration with Dr Vidyasagar Potdar, Senior research fellow, Curtin Business School, Curtin University, Perth Australia.
  • Research paper titled, “An Empirical study to measure Customer Experience for Telecom Operators in Indian Telecom Industry, in collaboration with Prof. Dr Menachem Domb, Professor – Computer Science, Ashkelon Academy, Ben Zvi, Ashkelon, Israel.

2015:    Undertook following research paper with International collaborations

  • Research paper titled, “Balanced Scorecard approach for measuring performance of Customer Experience Management activities of Cellular service Providers” in collaboration with Niladri Shekhar Dutta, Customer Principal, Ericsson Region Middle East & Africa.

2016:    Undertook following research paper with International collaborations

  • Research paper titled, “Online Brand Communities and their Impact on Brand Equity of Indian Telecommunication Industry” in collaboration with Prof.Dr Menachem Domb, Professor – Computer Science, Ashkelon Academy, Ben Zvi, Ashkelon, Israel.

 

Workshops and Programs:

Interested in conducting workshops in above mentioned areas of interest.

Consulting Assignments:

Undertaken marketing related consulting assignments on Customer Experience, VAS, Retailer loyalty, and B2B sales for Telecom companies.

Email: sjoshi@sitm.ac.in

Phone No.: +91-20-3911-6177 (Direct)