We are really pleased to present the Book on “Introduction to Service Sector” for F.Y.B.Com., Semester – II undergraduate students of the University of Mumbai under the Major Vertical – Commerce as per the Revised syllabus and the new paper pattern applicable from the academic year 2024-25, as per NEP 2020.
The service sector is a key driver of economic growth, employment, and innovation around the world. It is a broad and diverse field that includes industries such as healthcare, education, tourism, information technology, and finance. “Introduction to Service Sector” has been written specifically, offering a clear and easy-to-understand overview of the key concepts, trends, and challenges within this sector.
The content is designed to be accessible to students from all academic backgrounds, providing a solid foundation in the essential principles of the service industry. This first edition introduces student to the importance of services in the modern economy and explores how the sector is adapting to technological advancements and evolving consumer needs.
Through practical examples, case studies, and straightforward explanations, this book aims to bridge the gap between theory and real-world application. Our goal is to help students not only understand the service sector but also inspire them to explore the diverse opportunities it offers.
Contents –
UNIT 1 : CONCEPT OF SERVICES AND RECENT TRENDS IN SERVICE SECTOR
1 (A) INTRODUCTION TO SERVICES AND SERVICES MARKETING MIX
1.1 Introduction
1.2 Meaning and Characteristics of Services
1.3 Characteristics of Services
1.4 Scope of Services
1.5 Classification of Services
1.6 Types of Classification of Services
1.7 Importance of Service Sector in the Indian Context
1.8 Marketing Mix for Services
1.9 The Concept of Service People
1.10 Time and Place
1.11 Price
1.12 Promotion
1.13 Physical Evidence
1.14 Process of Services Delivery
1.15 Opportunities in Service Sector
1.16 Challenges in the Service Sector
1.17 Recent Investments/Developments in the Service Sector
1.18 Summary
1.19 Questions and Short Notes
1.20 Case Study
1 (B) RECENT TRENDS IN SERVICE SECTOR
2.1 Introduction to Information Technology Enabled Services (ITES) Sector
2.2 Business Process Outsourcing
2.3 Latest Examples of BPO
2.4 Knowledge Process Outsourcing (KPO)
2.5 Legal Process Outsourcing
2.6 Introduction to ERP
2.7 Advantages of ERP
2.8 Disadvantages of ERP
2.9 FDI and its Impact on the Banking and Insurance Sectors in India
2.10 Summary
2.11 Questions and Short Notes
2.12 Case Study
UNIT 2 : RETAILING AND E-COMMERCE
2 (A) RETAILING: AN OVERVIEW
3.1 Introduction
3.2 Concept of Organised and Unorganised Retailing
3.3 Functions Performed by Retailers in India
3.4 Trends in Retailing in India
3.5 Retail Format
3.6 Store Planning
3.7 Store Design
3.8 Elements of Interior and Exterior Store Design
3.9 Store Layout
3.10 Retail Scenario in India and Global Context—Prospects and Challenges in India
3.11 Summary
3.12 Questions and Short Notes
3.13 Case Study
2 (B) E-COMMERCE
4.1 Introduction
4.2 Meaning
4.3 Features
4.4 Functions and Scope of E-Commerce
4.5 Importance of E-Commerce
4.6 Limitations of E-Commerce
4.7 Types of E-Commerce
4.8 Present Status of E-Commerce in India
4.9 E-Transition Challenges of Indian Corporates
4.10 Summary
4.11 Questions and Short Notes
4.12 Case Study
