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Faculty Profile




Marketing Management


B.E.; P.G.D.T.M. (Marketing); M.M.M.; M.S.(TQM); M.T.P. (Marketing); Ph.D


  • Dr. Shirshendu Ganguli has a Ph.D. from Icfai University, Dehradun, India. Before joining academics, Shirshendu Ganguli has worked in several companies in the departments of marketing and business development and also taught at the Aegis School of Telecommunication, Indore, India. He has done MMM from Annamalai University and PGDTM (gold medallist in Marketing) from SITM besides BE from Jadavpur University.

    • Dr. Shirshendu Ganguli has done training Workshops on Structural Equation Modeling (SEM) and Research Methodologies for faculty members of eminent institutes as well as corporate people – conducted a special workshop for only faculty members of Symbiosis International University, Pune in March, 2014.
    • He is a reviewer of several journals viz. Marketing Intelligence and Planning; Total Quality Management & Business Excellence; The Service Industries Journal; Sport, Business and Management: an International Journal; The International Journal of Human Resource Management and Jaico Publishing House.


    • Services Marketing; Marketing Research; Customer Relationship Management, Marketing Management; Healthcare Services Marketing.


    • Services Marketing in Banking & Telecommunications and other hybrid services; Customer Satisfaction and Loyalty in Services; Service Quality; Customer Relationship Marketing.


      Research Papers (International)

    • “Women Workforce Attrition Dynamics in Indian IT/ ITES sector”, The Qualitative Report, Vol. 22 No. 5, 2017, pp. 1211-1226 (Co-authors Sharda Singh and Rajashekhar David).
    • “Word-Of-Mouth, Trust, and Perceived Risk in Online Shopping: An Extension of the Technology Acceptance Model”, International Journal of Information Systems in the Service Sector, Vol. 8 No. 4, 2016, pp.17-32 (Co-author Farrah Zeba).
    • “Measuring service quality: a systematic review of literature”, International Journal of Services, Economics and Management, Vol. 7 No. 1, 2015, pp. 24-52 (Co-author S. K. Roy; W. M. Lassar; B. Nguyen & X. Yu).
    • “Factors Affecting Employee Engagement in India: A Study on Offshoring of Financial Services”, Qualitative Report, Vol. 20 No. 4, April 2015, pp. 498-515 (Co-authors Manish Gupta & Abhilash Ponnam).
    • “Conceptualisation of Service Quality for Hybrid Services: A Hierarchical Approach”, Total Quality Management & Business Excellence, Vol. 24 No. 9-10, September 2013, pp. 1202-1218 (Co-author Sanjit K. Roy).
    • “Generic technology -based service quality dimensions in banking – Impact on customer satisfaction and loyalty”, International Journal of Bank Marketing, Vol. 29 No. 2, February 2011, pp. 168-189 (Co-author S.K. Roy).
    • “Service quality dimensions of hybrid services”, Managing Service Quality, Vol. 20 No. 5, September 2010, pp. 404-424 (Co-author S. K. Roy).
    • “Service Quality and Customer Satisfaction: An Empirical Investigation in Indian Mobile Telecommunications Services”, Marketing Management Journal, Vol. 18 Issue 2, Fall 2008, pp. 119-144 (Co-authors Abdolreza Eshghi & S. K. Roy).
    • Research Papers (National)

    • “Factors influencing Finance as a Career Choice among business school students in India: A Qualitative Study”, The IUP Journal of Soft Skills, Vol. 7 No. 4, December 2013, pp. 48-56 (Co-authors – R. R. Jha, C. Priyadarshini & Abhilash Ponnam).
    • “Service Quality in Hybrid Services: A Consumer Value Chain Framework”, Journal of Services Research, Vol. 12 No. 1, April 2012, pp. 115-130 (Co-authors – Nada Nasr & Abdolreza Eshghi).
    • “Focus of Human Resource in Indian Iron and Steel Industry”, Presidency Journal of Management Thought & Research, Vol. 2 No. 3, January 2012, pp. 11-17.
    • “Performance Comparison of Group Firms and Individual Firms in the Indian Iron and Steel Industry”, The IUP Journal of Business Strategy, Vol. 7 No. 3, September 2010, pp. 26-36. (Co-author Mohit Kumar).
    • “Modeling Inventory Management Improvement: Criticalities and Recommendations”, The ICFAI University Journal of Supply Chain Management, Vol. 6 No. 1, March 2009, pp. 36-48.
    • “Impact of R&D versus Marketing on Sales Growth in Indian Industrial Sectors”, The ICFAIAN Journal of Management Research, Vol. 8 No. 2, February 2009, pp. 55-64.
    • “Drivers of Customer Satisfaction and Loyalty in Indian Retail Supermarkets: An Exploratory Study”, The ICFAIAN Journal of Management Research, Vol. 7 No. 12, December 2008, pp. 60-73 (Co-author B. V. Kumar).
    • “Underpinnings of Customer Satisfaction in Indian Cellular Services: Service Quality, Service Features, Demographics and Cellular Usage Variables”, The ICFAI Journal of Services Marketing, Vol. 6 No. 3, September 2008, pp. 69-84.
    • “Drivers of Customer Satisfaction in the Indian Cellular Services Market”, The ICFAIAN Journal of Management Research, Vol. 7 No. 6, June 2008, pp. 51-69.
    • “Effect of Strategic Factors on Firm Performance -A Comparison of Group firms and Stand-alone firms in Indian Iron and Steel Industry”, Abhigyan, Vol. 25 No. 4, January-March 2008, pp. 32-39.
    • “Management Games – An Effective Pedagogic Tool”, The ICFAI Journal of Higher Education, November 2007, pp. 75-82 (Co-author E. M. Punnoose).
    • “Coopetition Models in the context of Modern Business”, The ICFAI Journal of Marketing Management, Vol. 6 No. 4, November 2007, pp. 6-16.
    • “Export Performance Analysis of Business Groups and Stand-Alone Organizations in the Indian Iron and Steel Industry”, The ICFAI Journal of International Business, Vol. 2 No. 4, November 2007, pp. 40-50.
    • “Drivers of Customer Satisfaction and Effect of Customer Satisfaction and other Factors on Churn among Indian Cellular Services Users”, The ICFAI Journal of Services Marketing, Vol. 5 No. 3, September 2007, pp. 7-17.
    • “Supply Chain Effectiveness strengthen Relationship”, The ICFAI Journal of Supply Chain Management, Vol. 4 No. 3, September 2007, pp. 57-67 (Co-author Harsh Arora).
    • “Impact of Price and Promotion on US Beer Brands”, The ICFAIAN Journal of Management Research, Vol. 6 No. 8, August 2007, pp. 47-62 (Co-author Harsh Arora).
    • Magazine Articles / Case Studies / Book Reviews (Selected)

    • Contributed in developing a supplement for the book “Marketing Management” (14th edition) by Kotler, Keller, Koshy & Jha (Pearson Education India) customized for ICFAI University.
    • Case Study titled “Tata Teleservices – Pioneer of Growth”, published in edited book ” Case Studies in Management: Contemporary Perspectives”, Humming Words Publishers, Faridabad, India, April 2011.
    • “Living Brands: Collaboration + Innovation = Customer Fascination”, Tata McGraw-Hill, 2007 by R. Nadeau, Published in GITAM Journal of Management, October-December 2009.
    • “Changing Face of Relationship Marketing – Evolution of CRM to EMM”, Effective Executive, April 2008.
    • “Breathing Brands – Use of Advertisement to Create Lifestyle Brands that Live Like Human Beings”, Advertising Express, February 2008.
    • “Marketing in Indian Cellular Services – Story of Innovations, Retaliations and use of Technology”, Effective Executive, August 2007.
    • “Customer Value Creation through Handshake with Customers – For an Everlasting Impact”, Effective Executive, May 2007.
    • “Perfect Pitch – The Art of Selling Ideas and Winning New Business”, John Wiley & Sons, 2007 by Jon Steel, Published in Marketing Mastermind, May 2007.
    • “Coopetition – Cooperate with Competition for Value Creation”, Marketing Mastermind, April 2007.
    • “The Bully of Bentonville – How The High Cost of Wal-Mart’s Everyday Low Prices is Hurting America”, Currency Doubleday, 2006 by Anthony Bianco, Published in Best Books, April 2007.

    Conferences and Workshops

      Seminars / Conferences:

    • “Customer Perceptions of Service Quality and its Impact on Satisfaction: An Empirical Investigation in Indian Mobile, Banking and Healthcare Services” – IIM INDORE – NASMEI Summer Marketing Conference at IIM Indore from 27-29 July, 2017.
    • “Impact of Generic Service Quality Dimensions on Customer Satisfaction and Loyalty for Technology. Banking: Empirical Study for Indian Private and Government Banks” – International Marketing Conference MARCON 2016 in IIM Calcutta – 22-24 December 2016.
    • “Underpinnings of Customer Loyalty in Indian Banking Services – Service Quality Variables in Hybrid Service Delivery Scenario” – 3rd International Conference on Business Analytics and Intelligence held from 18-20 December 2015, at IIM, Bangalore.
    • “Linking service delivery quality and word-of-mouth through satisfaction, trust and loyalty: An empirical study in Indian healthcare sector” – XIX Annual International conference of the Society of Operations Management at IIM, Calcutta from 11-13 December, 2015.
    • “Word-of-Mouth, Trust and Perceived Risk in Online Shopping: An extension of the Technology Acceptance Model” International Conference on Evidence Based Management (BITS Pilani) held from 20th – 21st March, 2015.
    • “Generic Service Quality Dimensions in Technology Based Banking: Comparison between Private & Government Banks in India” – 6th International Conference on Excellence in Research & Education (IIM Indore) held from 8th – 11th May, 2014.
    • “A Hierarchical Model for Hybrid Service Quality [Co-author – Sanjit K. Roy]” – 5th IIM Ahmedabad Marketing Conference (Marketing in Emerging Economies) held from 9th – 11th Jan, 2013.
    • “Impact of Service Value Dimensions on Customer Satisfaction and Loyalty across Different Service Setups [Co-author – Rik Paul]” – 4th IIM Ahmedabad Marketing Conference (Marketing in Emerging Economies) held from 5th – 7th Jan, 2011.
    • “The Effect of Tangibles, Employees and Process on Customer Opinion in Banking Services: Mediating Role of Customer Experience [Co-author – Sunny Bose]” and “Service Quality, Customer Satisfaction and Behavioural Intention: An Empirical Study in Indian Mobile Telecommunication Industry [Co-authors – Sanjit K. Roy and Rik Paul]” – International Marketing Conference MARCON 2010 held at IIM Calcutta from 27th – 29th Dec, 2010.
    • Dissertation proposal titled “The Impact of Service Quality on Customer Experiences in Hybrid Services: The Indian Context” – 3rd Doctoral Colloquium of Indian Institute of Management, Ahmedabad from 8th – 9th Jan, 2010.
    • “Dimensions of Service Quality in Hybrid Services: A Consumer Value Chain Framework [Co-authors – Abdolreza Eshghi and Nada Nasr]” – Art & Science of Service V Conference held at Bentley University, Waltham, MA, USA from 17th – 19th June, 2009.
    • “Relationship Marketing: A Critical Evaluation of Research Streams [Co-authors – Abdolreza Eshghi and Nada Nasr]” – – 16th Annual Meeting (Conference) of American Society of Business and Behavioral Sciences held at Las Vegas, USA from 19th – 21st Feb, 2009.


    • “The Effect of Tangibles, Employee and Process on Customer Opinion in Banking Services? Mediating Role of Customer Experience”. 3rd International Marketing Conference on Refocusing Marketing Issues, Trends & Challenges. Second Prize in the faculty research paper, ICFAI Business School, Mumbai. April 19, 2018.
    • Gartner Achievers’ Award for 1st rank in the Marketing class of SITM, Pune
    • Sri R. Ghosh Memorial Award from Alumni Association (N.C.E. Bengal and Jadavpur University) for 1998-99 in B.E

    Media Coverage

    • Not Applicable