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Dr. Sheila Roy

Associate Programme Head – Fellow Programme in Management (FPM)

SPJIMR (Formerly SP Jain Institute of Management and Research)

A PhD from Indian Institute of Technology, Bombay, Dr Roy’s interest areas include Service Operations and Marketing, E-business & Digital Supply Chain & Analytics. Dr Roy served as Head Database Marketing & Business Intelligence at Tata-AIG General Insurance Co. Ltd.

Her Research Publications include:

  • S. Roy and I Mukherjee (2016), ‘ The Excellence Grid –A Tool to Identify Attributes that Drive Service Excellence’ , International Journal of Quality & Reliability Management. Accepted
  • S. Roy and I Mukherjee (2015), ‘A Framework for Service Quality Improvement in Multistage processes’, International Journal of Service and Operations Management. Vol 21, No 2.pp 150 – 174.
  • S. Roy and I Mukherjee , ‘A Case based Approach for Modeling Process Elements and Overall Service Quality Perception’ , Presented and published in proceedings of 2012 IEEE International Conference on Industrial Engineering and Engineering Management , Hongkong , December, 2012, pp.1528-1532.
  • S.Roy, I. Mukherjee, S. Sikder, S. Bera ,’Service Quality Evaluation of Multi-Channel Service requests Using Mahalanobis- Taguchi  System’,  2nd International Conference on Robust Quality Engineering , January, 2017, (*Awarded Best Paper*). 
  • S. Roy, ‘An Implementation Perspective of Customer Lifetime Value for E-Tailers’  MARCON 2016: 4th International Marketing Conference , December 22-24, 2016, IIM Calcutta
  • S. Roy, S Kushwaha, and I Mukherjee, ‘Parameter Estimates in Proportional Odds Logistic Regression Model using Bias Correction Method for Modelling Service Quality Perception’, International Conference on Quality, Reliability and Operations Research (ICONQROR – 2013), Indian Statistical Institute, Mumbai, January 2013.
  • S.Roy and K Rakshit ‘Antecedents for Misseliing in Financial Services’ ANZMAC 2013, December 2, 2013.

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