Field visit to Phoenix The Mall of Millennium in Wakad
On 18 April 2026, students of the Service Management course participated in a field visit to Phoenix The Mall of Millennium in Wakad, Pune as part of their Continuous Internal Assessment (CIA). The primary objective of the visit was to provide students with practical exposure to service management concepts and to help them understand the role of service recovery in enhancing customer satisfaction and loyalty. The visit also aimed to enable students to apply classroom theories such as the GAPs Model, Service Blueprinting, and the 7Ps of Marketing in a real-world service environment. During the visit to Pune, students worked in groups and selected different service outlets within the mall, including food and beverage outlets, retail stores, entertainment service providers, and more. Rather than limiting their learning to observation, students actively engaged with customers and service personnel to gain first-hand insights into service delivery processes. Each group interacted with at le...