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  1. Dr. Arup Kumar Baksi
  2. Associate Professor, Dept. of Management/ Business Administration, Aliah University, West Bengal
  3. Ph.D., MBA, MSc. LMISTE
  4. Business, management, and accounting
  5. Aliah University, West Bengal, India
  6. [email protected]
  7. Download Resume
Bio

Current engagement:

• Working as Assistant Professor (Senior Grade) in the Department of Business Administration of Bengal Institute of Technology and Management, Santiniketan (accredited by NAAC, UGC and affiliated to West Bengal University of Technology, Salt Lake, Kolkata, West Bengal) since August 23rd, 2001 (13 years). In addition to the academic responsibility

• Engaged as Chief Coordinator of Entrepreneurship Development Cell funded by All India Council for Technical Education, New Delhi

• Engaged as Chief Coordinator of Industry-Institute Partnership Cell funded by All India Council for Technical Education, New Delhi

• Engaged as Exam-cell-in-charge

• Empanelled as Ph.D. supervisor by West Bengal University of Technology

Work Background

1. Organisation : International Institute of Advanced Studies [IIAS] & International Institute of Information Technology and Management [IIITM], Salt Lake, Kolkata Designation : Lecturer [14th July, 2001 to 22nd August, 2001]

2. Organisation : ICFAI National College, Durgapur Designation : Lecturer (Visiting) [August, 2008 to March, 2009)

3. Organisation : Management Institute of Durgapur (MID), Durgapur Designation : Lecturer (Visiting), [January, 2005 to May, 2005]

4. Organisation : B.B. College, Asansol, The University of Burdwan Designation : Lecturer (Visiting), [August, 2003 to March, 2004]

5. Organisation : Burdwan Institute of Management Studies, Burdwan Designation : Lecturer (Visiting), [July, 2002 to June, 2003]

6. Organisation : Manipal Academy of Higher Education, Asansol Designation : Lecturer (Visiting), [November, 1999 to January, 2001]

7. Organisation : International Institute of Management Sciences, Durgapur Designation : Resource Faculty Associate, Lecturer (Visiting), [November, 1997 to January, 2001]

Research Contributions
  1. Baksi, A.K. (2015), An empirical study to assess moderating impact of customer-relationship dimensions on service quality perception-tourist satisfaction-destination loyalty link, Singapore Management Journal, East Asia institute of Management, Singapore [ISSN: 2251-239X], Vol. 3, No.2, pp. 7-42.
  1. Baksi, A. K. (2015), Impact of service-recovery-zone-of-tolerance (SRZOT) on service recovery quality-customer retention link: Empirical evidence from banking industry, Siddhant-A Journal of Decision Making, Regional College of Management, Bhubaneswar, [ISSN: 2231-0649], Vol.15, Issue-1, pp. 1-20. [Indexed/Abstracted- Index Copernicus, J-Gate, EBSCO Discovery, Summon (Proquest),Google Scholar, Indian Science Abstracts]. doi: 10.5958/2231-0657.2015.000011.4
  1. Baksi, A. K. (2014), Development and validation of Tourism Relationship Management (TRM) framework and assessing its impact on tourism service quality, tourist satisfaction and destination loyalty, Journal of Tourism, Centre for Mountain Tourism and Hospitality Studies (CMTHS), HNB Garhwal Central University, Srinagar, India, Vol. 14, no.2, pp.1-21 (ISSN: 0972-7310)
  1. Baksi, A.K. (2014), Moderating impact of recovery-zone-of-tolerance on perceived service recovery-tolerance adequacy gap-perceived recovery impact link, Singapore Management Journal, East Asia institute of Management, Singapore (ISSN: 2251-239X), Vol.3, No.1, pp.56-89.
  1. Baksi, A.K. (2014), Impact of green initiatives on perceived image and behavioural attitudes of consumers: Empirical evidence from hospitality industry, Gyan Management, Gyan Jyoti Institute of Management and Technology, Mohali (ISSN: 0974-7621), Vol.8, Issue-1, pp. 15-27
  1. Baksi, A.K. (2014), Deterministic role of service recovery in identifying tolerance adequacy gap and variation in service recovery impact across the same, Journal of Contemporary Management Research, Bharatidasan   Institute of Management (ISSN:0973-8266).
  1. Baksi, A. K. (2014), Destination and Purpose Denominations in Developing Tourist Relationship Management (TRM) Framework, Journal of Tourism and Gastronomy Studies, Gazi University, Faculty of Tourism, Department of Gastronomy and Culinary Arts 06830 Gölbaşı / Ankara, TURKEY (ISSN: 0973-3167), Vol. 1, No.4, pp. 48-57. [Indexed and abstracted in ASOS and GIF]
  1. Baksi, A. K. (2014), Identifying relationship dimensions for tourism, SCMS Journal of Indian Management, SCMS, Cochin, (ISSN: 0973-3167) in Vol. 11, No.1 (January-March, 2014), pp. 81-95 [Indexed and abstracted in EBSCO Business Source Complete and in ProQuest databases]
  1. Baksi, A.K. & Parida, B.B. (2014), Intervening effect of CRM dimensions on service quality perception-tourist satisfaction-destination loyalty link: Hypotheses and model development, International Journal-BITM Transaction on EECC, BITM, Santiniketan, (ISSN: 0974-9527), Vol.3, No.1, pp.67-80.
  1. Baksi, A. K. (2014), Exploring the relationship between entrepreneurship, innovation and economic progress: A case of India with evidences from GEM data and World Bank enterprise, Journal of Entrepreneurship and Management, (ISSN: 2277-6850), Vol. 3, No.1, pp.1-10. [Indexed & abstracted in Business Source Complete, Ulrich's Web, Cabell's Directory of Publishing Opportunities].
  2. Baksi, A. K. (2013), Moderating effects of CRM on e-tail atmospherics-shopping behaviour link: A case of modified Mehrabian-Russell model, SIT Journal of Management (online), Siliguri Institute of Technology (affiliated to West Bengal University of Technology), Siliguri, West Bengal, (ISSN: 2278-9111), Vol-3 (Spl.), Nov.2013, pp.1-27.
  3. Baksi, A. K. & Parida, B. B. (2013), Impact of green marketing on perceived image and behavioural intentions of consumers: Empirical evidence from restaurant practices, , TOURISMOS, Interdepartmental Program of Postgraduate Studies in Tourism Planning, Policy & Management of the University of the Aegean, Greece [ISSN:1790-8418 (print), ISSN: 1792-6521 (online), Vol.8, Issue 2, pp. 233-258. [Indexed & abstracted in DOAJ, EBSCO, Index Copernicus]

 

  1. Baksi, A. K. (2013), Deterministic role of service recovery in identifying tolerance adequacy gap within recovery-zone-of-tolerance , JIMQUEST, Journal of Jaipuria Institute of Management, Vasundhara ,Ghaziabad, [ISSN: 0975-6280], 9, No.2, pp. 68-83.

 

  1. Baksi, A. K. (2013), Moderating impact of Tourism Relationship Management dimensions on tourism service quality, tourist satisfaction and destination loyalty, Decision Science Letters, Growing Science, Ontario, Canada (ISSN: 1923-9343 (online), ISSN: 1923-9335 (print), Vol.3, No.2, pp.169-186. [Indexed and abstracted in DOAJ, EBSCO, Index Copernicus]. doi: 10.5267/j.dsl.2013.11.005

 

  1. Baksi, A. K. (2013), Moderating Impact of Perceived Tourist Effectiveness and Green Image on Green Dining Practices-Behavioural Manifestation Link: Empirical evidences from Sikkim, Asia-Pacific Journal of Innovation in Hospitality and Tourism (APJIHT), Taylor’s University, Malaysia, (ISSN: 2289 -1471) [Impact factor-2.01], Vol.2, Issue-2, pp. 1-26.

 

  1. Baksi, A. K. (2013), Zone-of-tolerance as intervening variable in automated service quality-behavioural intention link using CRM indexing approach: Empirical evidence from banking industry, Journal of Business Management, Commerce & Research (ISSN:2319-250X), Kaling Samrudhi Foundation, Odisha,1, No.4, (June 2013), pp.25-44. (available online: www.jbmcr.org/pdf/JBMCRJUNE13-04.pdf‎)

 

  1. Baksi, A. K., Parida, B. B. and Khawash, N. K. (2013), An empirical study to assess moderating impact of CRM dimensions on service quality perception-tourist satisfaction-destination loyalty link, Journal of Hospitality Application and Research, BIT Mesra, [ISSN: 0973-4538], Vol.8, No.1, pp.-3-28.

 

  1. Baksi, A. K. (2013), Examining the moderating effects of CRM on retail atmospherics-shopping behavior link, Uncertain Supply Chain Management, Growing Science, Ontario, Canada (ISSN 2291-6830 (Online) - ISSN 2291-6822 (Print), Vol.1 , No.3, pp.115-132. [Indexed and abstracted in DOAJ, EBSCO, Index Copernicus]

 

  1. Baksi, A. K. (2013), Effects of relationship inertia and switching cost on CRM dimensional performance-service quality-customer satisfaction-retention link: Empirical evidence from hospitality markets, ELK Asia Pacific Journal of Marketing and Retail Management, (ISSN: 0976-7185), Vol.4, No.4 (October, 2013), pp.371-395, Journal Impact Factor – 1.5 (2014) [Indexed and abstracted in Google scholar, get CITED]

 

  1. Baksi, A. K. & Parida, B. B. (2013), Measuring moderating effects of service recovery and CRM on consumer trust, repatronization and advocacy with distributive variation of the same across recovery zone-of-tolerance (RZOT), NMIMS Management Review, Narsee Monjee Institute of Management Studies, Mumbai, India, (ISSN: 0971-1023)Volume XXIII, April-May, 2013, pp.9-32.

 

  1. Baksi, A. K. & Parida, B. B. (2013), Combined moderating effect of recovery zone-of-tolerance (RZOT) and multifactor CRM index on customer satisfaction, repurchase intention and advocacy link following service recovery, Great Lakes Herald, Great Lakes Institute of Management, Chennai, (ISSN:0973-9017), Vol.7, No.2, (September, 2013), pp.37-63.
  2. Baksi, A. K. & Parida, B. B. (2013), Mapping Santiniketan as green tourism-zone and its impact on perceived image and behavioural intentions of foreign tourists: Empirical evidence from restaurant practice, South Asian Journal of Tourism and Heritage, Centre for Tourism & Heritage Research, Department of Commerce, Dayanand College, Ajmer - INDIA. (ISSN: 0974-5432), (Factor Index – 1.2), Vol.6, No.2, pp. 3-22, (available online: http://www.sajth.com/journal/wp-content/uploads/2013/07/sajth-1-new.pdf)

 

  1. Baksi, A. K. & Parida, B. B. (2013), Moderating effect of service recovery on consumer trust, repatronization and advocacy with the introduction of recovery zone-of-tolerance (RZOT): Empirical evidence from State Bank of India, Globsyn Management Journal of Globsyn Business School, (ISSN 0973-9181). Vol.6, No. 1&2, pp. 1-17.

 

  1. Baksi, A. K. & Parida, B. B. (2013), An empirical study to link CRM initiatives with service quality perception, tourist satisfaction and destination loyalty, International Journal of Hospitality and Tourism Systems , ISSN:0974-6250), Vol.6, No.2 (Dec. 2013), pp. 64-80. [Indexed and abstracted in Hospitality & Tourism Complete, Ulrich's Web, Cabell's Directory]

 

  1. Baksi, A. K. & Parida, B. B. (2013), Empirical modeling of recovery zone-of-tolerance (RZOT) as an antecedent to customer retention with mediating effects of switching cost and relationship inertia, SIT Journal of Management (online), Siliguri Institute of Technology (affiliated to West Bengal University of Technology), Siliguri, West Bengal, (ISSN: 2278-9111), Vol.3, No.1, pp. 1-22, (available online: http://www.ejsit.org/journal2/journal4.pdf).

 

  1. Baksi, A. K. & Parida, B. B. (2013), Exploring link between automated service quality, customer satisfaction and behavioural intentions with CRM performance indexing, Siddhant- A Journal of Decision Making, Regional College of Management, Bhubaneswar, (Print ISSN: 2231-0649, Online ISSN: 2231-0657, April-June), Vol.13, No.2, pp.84-107 [Indexed and abstracted in Index Copernicus, J-Gate, EBSCO Discovery, Summon (Proquest), Google Scholar, Indian Science Abstracts]. doi:5958/j.2231-0657.13.2.011

 

  1. Baksi, A. K. & Parida, B. B. (2013), Perceived automated service quality as a determinant of customer satisfaction: A study on online travel services in India, South Asian Journal of Tourism and Heritage, Centre for Tourism & Heritage Research, Department of Commerce, Dayanand College, Ajmer - INDIA. (ISSN: 0974-5432), Vol.6, No.1, pp. 21-44. (Factor Index – 1.2)

 

  1. Baksi, A. K. & Parida, B. B. (2013), CRM performance: Indexing approach, SCMS Journal of Indian Management, SCMS, Cochin, (ISSN: 0973-3167), Vol. 10, No.2 (April-June, 2013), pp.56-77 [Indexed and abstracted in EBSCO Business Source Complete and in ProQuest databases]

 

  1. Baksi, A. K. (2013), Exploring nomological link between automated service quality, customer satisfaction and behavioural intentions with CRM performance indexing approach: Empirical evidence from Indian banking industry, Management Science Letters, Growing Science, Ontario, Canada (ISSN: 1923-9343 (online), ISSN: 1923-9335 (print), Vol.-3, No.1, pp.1-22, (IC. Value-2011 - 5.09) [Indexed and abstracted in DOAJ, EBSCO, Index Copernicus]. doi: 10.5267/j.msl.2012.10.0221

 

  1. Baksi, A. K. & Parida, B. B. (2013), Exploring the moderating effects of relationship inertia and switching cost on CRM performance-customer satisfaction-retention link: Empirical evidence from Indian banking industry, Abhigyan, Journal of Fore School of Management, New Delhi, Vol.30, No.4, 2013 (ISSN: 0970-2385), pp. 13-28. [Indexed and abstracted in PsycINFO_1887]

 

  1. Baksi, A. K. (2012), Intervention of relationship inertia and switching cost on CRM dimensional performance-customer satisfaction-customer retention link (2012), Knowledge Hub, G.L. Bajaj Group of Institutions (ISSN: 0973-6425), Vol.8, No.2, pp.133.

 

  1. Baksi, A. K. & Parida, B. B. (2012), Exploring the moderating effects of relationship inertia and switching cost on automated service quality-customer satisfaction-retention link in a CRM ecosystem: Empirical evidence from Indian banking industry, Paradigm, Journal of IMT Ghaziabad, (ISSN:0971-8907), Vol XVI, No.1, pp.51-69.
  2. Baksi, A. K. & Parida, B. B. (2012), Service quality perception of aviation services: A comparative study in Indian perspective, Indian Journal of Tourism and Hospitality Management, Kerala Institute of Tourism and Travel Studies (KITTS) Thiruvananthapuram, Kerala, India, (ISSN: 2229-404X), Vol.3, No.1&2 pp.73-92.

 

  1. Baksi, A. K. & Parida, B. B. (2012), Process and dimensional measurement and impact of Customer Relationship Management on service quality using structural equation modeling: An empirical investigation, SIT Journal of Management (online), Siliguri Institute of Technology (affiliated to West Bengal University of Technology), Siliguri, West Bengal, (ISSN: 2278-9111), Vol.2, No.2, pp. 90-121. (available online: http://www.ejsit.org/journal/dec7.pdf)

 

  1. Baksi, A. K. & Parida, B. B. (2012), Moderating effects of Customer Relationship Management performance on automated service quality-behavioural intention outcome: An empirical investigation, ELK Asia Pacific Journal of Marketing and Retail Management, (ISSN-0976-7193), Vol.3, No.4, pp.- 1084-1100, Journal Impact Factor – 1.5 (2014) [Indexed: Google scholar, get CITED]

 

  1. Baksi, A. K. & Parida, B. B. (2012), A proposed model for sustainable high-performing organizations, Growth (ISSN: 2249-6394) of Steel Authority of India Ltd, Vol.40, No.1, pp.1-9.
  2. Baksi, A. K. & Parida, B. B. (2012), Customer perception of electronic service quality – A comparative study in Indian banking sector, Gyan Management (Gyan Jyoti Institute of Management and Technology, Mohali) (ISSN: 0974-7621), Vol.6, Issue-1, pp.47-61.
  3. Baksi, A. K. & Parida, B. B. (2012), Linking CRM enabled automated service quality and its behavioural consequences using structural equation modeling, PRiMa (Symbiosis Centre for Management &HRD –[SCMHRD]) (ISSN-2230 – 844X), Vol.2, Issue-2, pp.1-26, [Indexed and abstracted in Business Source Complete, Ulrich's Web, Cabell's Directory of Publishing Opportunities]

 

  1. Baksi, A. K. & Parida, B. B. (2012), Automated service quality and its behavioural consequences in CRM Environment: A
    Structural equation Modeling and Causal Loop Diagramming approach, Journal of Management Research in Emerging Economies (ISSN : 2229-4252), Dr. B.C. Roy Engineering College, Durgapur, WB, India, Vol.2, No.1, pp.1-35.

 

  1. Baksi, A. K. & Parida, B. B. (2012), Zone of tolerance as a moderator in automated service quality-behavioural intention link: A study using structural equation modeling and CRM indexing, International Journal of Economics and Management Science, Pondicherry University, (ISSN:2229-4430), Vol.1, No.2, pp.36-54.

 

  1. Baksi, A. K. & Parida, B. B. (2012), Automated service quality as an antecedent to behavioural consequences in CRM   Environment: A study using structural equation modeling and causal loop diagramming Approach, Journal of Contemporary Management Research (Bharatidasan   Institute of Management) (ISSN:0973-8266), Vol.6, Issue-1, pp.15-41.

 

  1. Baksi, A. K. (2012), Service quality and its behavioural consequences in CRM environment: A structural loop equation modeling and causal loop diagramming approach, Management Science Letters, Growing Science, Ontario, Canada (ISSN: 1923-9343 (online), ISSN: 1923-9335 (print), Vol.-2, No.4, pp.1239-1258, (IC. Value-2011 - 5.09) [Indexed and abstracted in DOAJ, EBSCO, Index Copernicus]. doi: 10.5267/j.msl.2012.02.013,

 

  1. Baksi, A. K. & Parida, B. B. (2012), Multi-channel integration and its impact on service quality perception of bank customers’, International Journal of Marketing and Business Communication, (ISSN-2277-484X), Vol.-1, Issue-1, January, 2012, pp.1-10. [Indexed and abstracted in Business Source Complete, Ulrich's Web, Cabell's Directory of Publishing Opportunities].

 

  1. Baksi, A. K. & Parida, B. B. (2012), CRM environment: State Bank of India, SCMS Journal of Indian Management, SCMS, Cochin (ISSN: 0973-3167), Vol-IX, No.-1, pp. 88-103. [Indexed and abstracted in EBSCO Business Source Complete and in ProQuest databases].

 

  1. Baksi, A. K. & Parida, B. B. (2011), Impact of electronic customer relationship management on customer loyalty using structural equation modeling, ELK Asia Pacific Journal of Marketing and Retail Management, (ISSN-0976-7193), Vol.2, No.3, pp. 555-567], Journal Impact Factor – 1.5 (2014) [Indexed and abstracted in Google scholar, get CITED].

 

  1. Baksi, A. K. & Parida, B. B. (2011), Impact of service quality and customer satisfaction on repurchase intention, International Journal of Research in Commerce, IT and Management, (ISSN: 2231-5756), Vol.I, Issue-IV, pp.80-85, [Indexed and abstracted in Ulrich's Periodicals Directory© , ProQuest, U.S.A., EBSCO Publishing, U.S.A., Cabell’s Directories of Publishing Opportunities, U.S.A.as well as in Open J-Gage, India [link of the same is duly available at Inflibnet of University Grants Commission (U.G.C.)]Registered & Listed at: Index Copernicus Publishers Panel, Poland]

 

  1. Baksi, A. K. & Parida, B. B. (2011), Customer retention and profitability: CRM environment, SCMS Journal of Indian Management, SCMS, Cochin, (ISSN: 0973-3167), Vol.-VII, No.-II, April-June, 2011, pp.66-84 [Indexed and abstracted in EBSCO Business Source Complete and in ProQuest databases]

 

  1. Baksi, A. K. & Parida, B. B. (2011), Service quality and switching behaviours of customers, Management Science Letters, Growing Science, Ontario, Canada, (ISSN: 1923-9343 (online), ISSN: 1923-9335 (print), Vol.-1, No.4, pp.405-414, [Indexed and abstracted in DOAJ, EBSCO, Index Copernicus]. doi: 10.5267ij.msl.2011.06.014

 

  1. Parida, B.B. & Baksi, A. K. (2011), Application of PZB service quality model in identifying service quality gap- A study on State Bank of India, Siddhant-A Journal of Decision Making, Regional College of Management, Bhubaneswar, (Print ISSN: 2231-0649, Online ISSN: 2231-0657), Vol.11, Issue-1, pp.1-10 [Indexed and abstracted in Index Copernicus, J-Gate, EBSCO Discovery, Summon(Proquest),Google Scholar, Indian Science Abstracts]

 

  1. Parida, B.B. & Baksi, A. K. (2010), Impact of technology on perceived service quality: A study on State Bank of India using structural equation modeling, Siddhant-A Journal of Decision Making, Regional College of Management, Bhubaneswar, (ISSN:2231-0649), Vol. 10, No.4, pp.1-13, [Indexed and abstracted in Index Copernicus, J-Gate, EBSCO Discovery, Summon(Proquest),Google Scholar, Indian Science Abstracts]

 

  1. Baksi, A. K. & Parida, B. B. (2010), Testing the behavioural consequences of customers in CRM environment: A study on State Bank of India using Structural Equation Modeling, ELK Journal of Finance and Risk Management, [ISSN: 0976-7185, Vol.2, No.1, pp.274-287] Journal Impact Factor – 1.5 (2014) [Indexed: Google scholar, get CITED]
  2. Baksi, A. K. (2010), Structural equation modeling to explore causal relationship between service quality, customer retention and profitability in CRM environment, International Journal-BITM Transaction on EECC, (ISSN: 0974-9527), Vol-II, No.1, pp.367-389.

 

  1. Baksi, A. K. (2009), Strategic significance of internal marketing in maximizing value proposition of services: A study applying ISSI model in the banking sector, International Journal-BITM Transaction on EECC [ISSN: 0974-9527), Vol-I, No.4, pp. 476-486.
  2. Baksi, A. K. (2009), Brand metamorphosis: Mutation of brand DNA in the process of glocalization-a case of Coca Cola in India, International Journal-BITM Transaction on EECC, (ISSN: 0974-9527), August-December, 2009, Vol-I, No.4, pp. 252-272.

 

  1. Baksi, A. K. (2009), Application of scaling technique in the measurement of service quality: A case of SERVQUAL application, International Journal-BITM Transaction on EECC, (ISSN: 0974-9527), Vol-I, No.1, pp.103-113.
  1. Baksi, A. K. (2007), Service quality augmentation through relationship marketing: Impact of technology, The Vision, Journal of Management and Allied Sciences, Bengal Engineering and Science University, Shibpur, Kolkata, July-September, Vol-III, No.3, pp.64-68.

  2. Baksi, A. K. (2015), Moderating effects of CRM performance and automated service quality on relationship inertia, switching cost and zone-of-tolerance: Empirical evidence from Indian banking industry, communicated to SCMS Journal of Indian Management, SCMS, Cochin, (ISSN: 0973-3167), [Indexed and abstracted in EBSCO Business Source Complete and in ProQuest databases)

  3. Baksi, A. K. (2015), Craftourism: Mediating emotional-bonding with destination and destination loyalty, communicated to Asia-Pacific Journal of Innovation in Hospitality and Tourism (APJIHT), Taylor’s University, Malaysia, (ISSN: 2289 -1471)

  4. Baksi, A. K. (2015), Moderating effects of Craftourism on place attachment and destination loyalty, communicated to Journal of Indonesian Tourism Development Studies (e-ISSN: 2338 -1647) [Indexed and abstracted in DOAJ, Index Copernicus]

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