Template-Type: ReDIF-Article 1.0 Author-Name: Seyed Reza Jalalzadeh Author-X-Name-First: Seyed Reza Author-X-Name-Last: Jalalzadeh Author-Name: Ali Kazemi Author-X-Name-First: Ali Author-X-Name-Last: Kazemi Author-Name: Azarnoush Ansari Author-X-Name-First: Azarnoush Author-X-Name-Last: Ansari Title: Developing a brand performance model based on customer-based brand equity in the market of Iran's banking services Abstract: Awareness of banking brand performance and its evaluation is one of the main goals and success indicators of an organisation in achieving its aims and missions. Meanwhile, performance assessment indicators in different areas and the factors influencing it are different from one organisation to another. In the current research, based on theoretical and quantitative research, we tried to present a conceptual model for explaining different dimensions of each of the variables of research. The present study is an applied research in nature and was conducted with the aim of explanation in two stages. First, after reviewing the subject literature, the basic model was designed and then the initial conceptual model was completed using the Delphi method and confirmed by experts. Eventually, the final model was analysed by data analysis and structural equation modelling and SmartPLS software. The results of the research show that customer-based brand equity directly affects market performance. It also indirectly affects market performance through customer relationship equity. Also, among the constructs that constitute brand equity and customer relationship equity, all dimensions, except brand differentiation and brand awareness, affect the constructs constituting customer relationship equity. Journal: Int. J. of Business Excellence Pages: 559-585 Issue: 4 Volume: 23 Year: 2021 Keywords: customer-based brand equity; CBBE; customer relationship equity; brand performance; Delphi method; banking services; brand identity; Iran. File-URL: http://www.inderscience.com/link.php?id=114714 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:4:p:559-585 Template-Type: ReDIF-Article 1.0 Author-Name: Robin Thomas Author-X-Name-First: Robin Author-X-Name-Last: Thomas Author-Name: Shailesh Singh Thakur Author-X-Name-First: Shailesh Singh Author-X-Name-Last: Thakur Title: Bank group-wise comparison of loan recovery performance of commercial banks in India Abstract: In scholarly banking literature, the non-performing loans are associated with bank runs, bank failure and eventual management quality of banks. Non-performing loans have both exogenous and endogenous attributions in banking literature. However, macroeconomic conditions in an economy being ceteris paribus, empirical literature finds support for the 'bad management' hypothesis attributing high degree of non-performing loans to individual administration of the banks. This paper empirically analyses the non-performing assets indicators related to loan recoveries of the four commercial bank groups in Indian banking sector and compares the divergences in those indicators using ANOVA and GLS panel data regression model and attributes these divergences to the management quality of the bank groups. Journal: Int. J. of Business Excellence Pages: 139-152 Issue: 2 Volume: 23 Year: 2021 Keywords: loan recovery; non-performing loans; bank management; panel data regression; dummy variable regression. File-URL: http://www.inderscience.com/link.php?id=113435 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:2:p:139-152 Template-Type: ReDIF-Article 1.0 Author-Name: H. Mahesh Prabhu Author-X-Name-First: H. Mahesh Author-X-Name-Last: Prabhu Author-Name: K.V. Sriram Author-X-Name-First: K.V. Author-X-Name-Last: Sriram Title: What makes students choose a career? An exploratory study among students of management education Abstract: Students in India have a fascination for management education, which is indicated by the exponential increase in the number of B schools in recent years. A study of reasons for students preferring management as a career choice will help us in understanding their decision-making process. An exploratory study was conducted to identify and rank the factors individuals consider before making a career decision. The important factors that emerged during the study were an individual's family background, financial position, decision-making autonomy and many more. These factors were ranked based on their relative importance for individuals who were pursuing a full-time post-graduate program in management education at a reputed university in India. A group discussion was conducted amongst the students to record their views on the various factors and the type of relationship between the factors that influence their career choice. The factors identified were ranked by using interpretive structural equation modelling (ISM). Among the various factors identified, the quality of life associated with a career was ranked as the most important factor in making a career choice and thus making it the most significant variable in the system. Journal: Int. J. of Business Excellence Pages: 546-558 Issue: 4 Volume: 23 Year: 2021 Keywords: career choice; students; Delphi technique; interpretive structural modelling; ISM; quality of life; management education; India. File-URL: http://www.inderscience.com/link.php?id=114715 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:4:p:546-558 Template-Type: ReDIF-Article 1.0 Author-Name: Sara Jahan Abadi Author-X-Name-First: Sara Jahan Author-X-Name-Last: Abadi Author-Name: Zahra Mahdavipour Author-X-Name-First: Zahra Author-X-Name-Last: Mahdavipour Author-Name: Ali Rezaei Author-X-Name-First: Ali Author-X-Name-Last: Rezaei Author-Name: Fateme Nazari Author-X-Name-First: Fateme Author-X-Name-Last: Nazari Title: The relationship between employee self-concept, brand identity, brand pride and brand citizenship behaviour and customer satisfaction Abstract: The aim of this study is to examine the relationship between employee self-concept, brand identity, brand pride and brand citizenship behaviour and customer satisfaction. This study uses data from the service employees and customers in the hotel industry in Isfahan in 2016. The 357 customer-employee pairs filled out a questionnaire. A structural equation modelling technique using SPSS and AMOS software was used to analyse data of the questionnaire. The results of this study show consistency of brand and actual self and ideal self of employees had a positive and significant effect on brand identification and brand pride. Moreover, brand identification had a positive and significant effect on brand pride. Brand identification and brand pride had a positive and significant effect on brand citizenship behaviour which led to customer satisfaction. Journal: Int. J. of Business Excellence Pages: 171-187 Issue: 2 Volume: 23 Year: 2021 Keywords: employee self-concept; brand identity; brand pride; brand citizenship behaviour; customer satisfaction. File-URL: http://www.inderscience.com/link.php?id=113436 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:2:p:171-187 Template-Type: ReDIF-Article 1.0 Author-Name: Esra'a M. Alamayreh Author-X-Name-First: Esra'a M. Author-X-Name-Last: Alamayreh Author-Name: Rateb J. Sweis Author-X-Name-First: Rateb J. Author-X-Name-Last: Sweis Author-Name: Bader Y. Obeidat Author-X-Name-First: Bader Y. Author-X-Name-Last: Obeidat Title: The relationship between organisational ambidexterity and organisational performance: the mediating role of innovation Abstract: The impetus of this study is to examine the mediating role of innovation on the relationship between organisational ambidexterity and organisational performance in Jordanian pharmaceutical organisations. The data was collected using questionnaires that were distributed to the managerial levels employees of 14 Jordanian pharmaceutical organisations. The findings reveal that organisational ambidexterity is significantly related to innovation and organisational performance. As well as, there is a significant effect of innovation on organisational performance. Furthermore, the findings confirm that innovation mediate the relationship between organisational ambidexterity and organisational performance. This study is limited in terms of small sample size and solo industry. One clear implication is the need for managers to become more conscious of the necessity to allocate resources between ambidexterity capabilities. They also need to employ their organisations ambidexterity capabilities in favour of innovativeness with the purpose to enhance the organisational performance. This is the first study examining the role of innovation on the relationship between organisational ambidexterity and organisational. Journal: Int. J. of Business Excellence Pages: 451-471 Issue: 4 Volume: 23 Year: 2021 Keywords: organisational ambidexterity; innovation; Jordanian pharmaceutical organisations; organisational performance. File-URL: http://www.inderscience.com/link.php?id=114716 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:4:p:451-471 Template-Type: ReDIF-Article 1.0 Author-Name: Prabhat Kumar Singh Kushwah Author-X-Name-First: Prabhat Kumar Singh Author-X-Name-Last: Kushwah Author-Name: Pankaj Kumar Singh Author-X-Name-First: Pankaj Kumar Author-X-Name-Last: Singh Title: The role of sacrifice and service quality in the Indian restaurant industry Abstract: The present study attempts to investigate the role of sacrifice and service quality in Indian restaurants. Responses were collected from 420 respondents using a convenience sampling approach and analysed with the help of confirmatory factor analysis and structural equation modelling. The data were collected using convenience study which was intended to point out the influence of service quality, sacrifice, service value, customer satisfaction, and behavioural intentions of 420 respondents of the metropolitan cities of India. Data analysis tools used in this research were EFA, CFA, and SEM the results disclosed that the service quality influenced sacrifice, service value, customer satisfaction, and behavioural intentions. For future study the research can focus on to identify antecedents of the sacrifice, service value and satisfaction relationship was not included in the model of the study in future research researchers can include this relationship in their model and sacrifice was not used as a mediator among service quality and service value in future research researchers can find out a mediating role of sacrifice. Journal: Int. J. of Business Excellence Pages: 153-170 Issue: 2 Volume: 23 Year: 2021 Keywords: service quality; service value; customer satisfaction; sacrifice and behavioural intentions. File-URL: http://www.inderscience.com/link.php?id=113437 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:2:p:153-170 Template-Type: ReDIF-Article 1.0 Author-Name: Nils M. Høgevold Author-X-Name-First: Nils M. Author-X-Name-Last: Høgevold Author-Name: Göran Svensson Author-X-Name-First: Göran Author-X-Name-Last: Svensson Author-Name: Pierre Mostert Author-X-Name-First: Pierre Author-X-Name-Last: Mostert Author-Name: Mariëtte Zietsman Author-X-Name-First: Mariëtte Author-X-Name-Last: Zietsman Title: META-RELQUAL in business relationships: a sales perspective Abstract: The objective is to use insights gained from studies that have tested and retested META-RELQUAL based on a buyer-business relationships to establish whether META-RELQUAL is valid and reliable within a business sales' context. A survey based on a cross-industrial sample of salespeople in Norwegian companies yielded a valid response rate of 40.7%. The results from this study indicate that META-RELQUAL is also valid under Norwegian salespeople within business relationships. The construct of META-RELQUAL tested in this study enables the corporate verification of both the buyer and sales perspectives in ongoing business relationships. Suggestions for further research are provided. This study contributes by successfully testing META-RELQUAL within a sales context as opposed to multiple previous studies focusing on a buyer perspective. Journal: Int. J. of Business Excellence Pages: 472-497 Issue: 4 Volume: 23 Year: 2021 Keywords: relationship marketing; sales perspective; relationship quality; META-RELQUAL; social exchange theory; SET; transaction cost analysis; TCA; business relationships. File-URL: http://www.inderscience.com/link.php?id=114717 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:4:p:472-497 Template-Type: ReDIF-Article 1.0 Author-Name: Raed A.M. Iriqat Author-X-Name-First: Raed A.M. Author-X-Name-Last: Iriqat Author-Name: Ahmad A.R. Jaradat Author-X-Name-First: Ahmad A.R. Author-X-Name-Last: Jaradat Title: The impact of digital transformation strategy on customer satisfaction in the Palestinian telecom industry Abstract: This paper aims to identify the impact of digital transformation strategy on customer satisfaction in the Palestinian telecom industry. One of the major roles of digital transformation strategies is to enlighten business ventures on finding new ways to sell and promote products, which will eventually lead to better meeting customers' needs and expectations. The findings show that there is a significant impact of digital transformation strategy on customers' satisfaction in Palestinian telecom industry. In addition, it found that perception of digital transformation strategy dimensions are significantly correlated to customers' satisfaction in Palestinian telecom industry. Study recommended telecommunications companies in Palestine to modify their business models and adopt new models that focus on customers and new digital products. Also they were advised to adopt new technologies that can expand their business such as adopting internet of things (IoT) technologies and to engage customers in the process of product development. Journal: Int. J. of Business Excellence Pages: 169-186 Issue: 2 Volume: 24 Year: 2021 Keywords: digital transformation strategy; customers' satisfaction; telecom industry. File-URL: http://www.inderscience.com/link.php?id=115746 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:2:p:169-186 Template-Type: ReDIF-Article 1.0 Author-Name: Rajesh Attri Author-X-Name-First: Rajesh Author-X-Name-Last: Attri Author-Name: Noor Zaman Khan Author-X-Name-First: Noor Zaman Author-X-Name-Last: Khan Author-Name: Arshad Noor Siddiquee Author-X-Name-First: Arshad Noor Author-X-Name-Last: Siddiquee Author-Name: Zahid A. Khan Author-X-Name-First: Zahid A. Author-X-Name-Last: Khan Title: Analysing the barriers to successful implementation of total quality management in Indian manufacturing organisations using best-worst method Abstract: In the current era of intensive competition, the application of total quality management (TQM) has gained tremendous attention of the manufacturing organisations across the globe. Manufacturing organisations are deploying their resources for the prosperous implementation of TQM. TQM implementation has become a matter of great concern for the manufacturing organisations as a consequence of various barriers impeding its implementation process. In view of this, there is utmost need for the manufacturing organisations to know the significance and importance of these barriers. In this paper, an endeavour has been carried out to prioritise the different barriers of TQM using a relatively new, simple and effective multi-criteria decision-making (MCDM) method, i.e., best-worst method (BWM). Results of the present research work can be utilised by the manufacturing organisations for developing the proper strategies for tackling the TQM barriers in order to successfully implement TQM to derive its prolific benefits. Journal: Int. J. of Business Excellence Pages: 275-294 Issue: 2 Volume: 24 Year: 2021 Keywords: total quality management; TQM; best-worst method; BWM; manufacturing organisations; barriers; prioritisation. File-URL: http://www.inderscience.com/link.php?id=115747 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:2:p:275-294 Template-Type: ReDIF-Article 1.0 Author-Name: Noopur Author-X-Name-First: Author-X-Name-Last: Noopur Title: High involvement HR practices as a precursor to innovation performance: a study of Indian IT firms Abstract: The present paper is an attempt to understand as to how high involvement HR practices help strengthen innovation performance in IT employees. The study has also tried to interrogate work engagement as a connecting medium between the two and the role of resource commitment in influencing the interactions between work engagement and innovation performance. The methodology used for data collection was through survey questionnaires from the superior as well as subordinates of the managerial cadre of the IT firms in the Pune region, India. For a good model fit, confirmatory factor analysis was done on the available dataset eliminating the outliers and SPSS macro, and PROCESS was used for further analysis. Results showed that HIHRP has an influence on innovation performance and work engagement mediates the relationship between HIHRP and innovation performance, additionally resource commitment positively mitigates the interaction between work engagement and innovation performance. The present study is the first of its kind which has empirically examined the mediation/moderation interactions between HIHRP, work engagement, resource commitment and innovation performance. Journal: Int. J. of Business Excellence Pages: 227-247 Issue: 2 Volume: 24 Year: 2021 Keywords: HIHRPs; work engagement; resource commitment; innovation performance; strategic human resource management; SHRM; human resource practices; HRP; information technology; human resource management; HRM. File-URL: http://www.inderscience.com/link.php?id=115748 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:2:p:227-247 Template-Type: ReDIF-Article 1.0 Author-Name: Sunu Widianto Author-X-Name-First: Sunu Author-X-Name-Last: Widianto Title: Empowering leadership to performance excellence: the role of knowledge sharing and self-efficacy Abstract: Leadership style is known as a prominent factor of employee performance in the organisation. Very few studies have examined the link between empowering leadership style and performance among health workers especially in South East Asia country such as Indonesia. The aim of this study is to investigate the link between empowering leadership, self-efficacy, knowledge sharing and job performance of professional health workers in Indonesia. We surveyed 103 nurses in a large private hospital in Indonesia using self-administered questionnaires. The employees assessed empowering leadership style of their immediate manager and self-perception of their level self-efficacy, knowledge sharing and job performance. To test the hypotheses, we used partial least square. The finding shows that empowering leadership styles significantly relates to job performance through self-efficacy. Surprisingly, empowering leadership does not relate to knowledge sharing and link to the job performance. Journal: Int. J. of Business Excellence Pages: 297-311 Issue: 3 Volume: 23 Year: 2021 Keywords: empowering leadership; self-efficacy; knowledge sharing; hospital; job performance excellence. File-URL: http://www.inderscience.com/link.php?id=113701 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:3:p:297-311 Template-Type: ReDIF-Article 1.0 Author-Name: Venkata Sai Srinivasa Rao Muramalla Author-X-Name-First: Venkata Sai Srinivasa Rao Author-X-Name-Last: Muramalla Title: Internal marketing of Indian retail banks and the impact on employee job satisfaction Abstract: This paper statistically signified the impact of internal marketing factors on employee job satisfaction in retail banks. It answered the question: is there any significant impact of IM factors on EJS? The population of this study is the employees of retail banks in southern India. A sample of 183 employees surveyed for the purpose and the results indicate that the IM factors such as internal communication and employee reward have a significant positive impact on employee job satisfaction while supervision has an insignificant positive impact whereas employee commitment, training, and feedback has an antagonistic relationship with employee job satisfaction. Employees by gender, position, work experience, and bank sector has no significant difference in their opinions, but they have a significant difference in their opinions on individual IM factors. However, employees are highly favourable on IM practices of the banks. This study has recommendations on IM practices for the continuous improvement of employee commitment, supervision, training, and feedback in the retail banks. The implications of this study would prompt further research to signify the impact of work culture, work environment, workplace ethics, and other IM factors on employee job satisfaction in retail banking. Journal: Int. J. of Business Excellence Pages: 206-226 Issue: 2 Volume: 24 Year: 2021 Keywords: frontline service employees; internal customers; internal marketing; job satisfaction; quality services; retail banks; service recovery; services marketing. File-URL: http://www.inderscience.com/link.php?id=115749 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:2:p:206-226 Template-Type: ReDIF-Article 1.0 Author-Name: Tamanna Parvin Eva Author-X-Name-First: Tamanna Parvin Author-X-Name-Last: Eva Author-Name: Rumana Afroze Author-X-Name-First: Rumana Author-X-Name-Last: Afroze Title: Perceived awareness and practised level of soft skills among personnel in the telecoms industry of Bangladesh Abstract: Presently, organisations are emphasising on employees' soft skills to gain a competitive advantage. This study aims to explore the awareness level and practices of soft skills among managers and non-managerial employees in the telecom industry of Bangladesh. It also attempts to measure the correlation among various skills, discover the central role player in developing soft skills and identify the availability of training facilities in the workplace to improve those skills. A structured questionnaire has been administered to collect data from 75 respondents of five telecom companies with adopting a convenience sampling method. The quantitative approach has been followed to complete this paper. Collected data have been analysed through descriptive statistics: mean score, ANOVA and correlation analysis. The result reveals that respondents are well aware of soft skills and they are practicing the maximum number of contents in a similar way except effective action taking ability, integrity, experience in organising programs and being friendly. The study also discovers significant and positive relationships among several of soft skills. Moreover, self-motivation plays the central role to develop employees' soft skills which later organisations try to enrich through training. Findings would be beneficial for enhancing employees' soft skills practices to achieve competency. Journal: Int. J. of Business Excellence Pages: 33-70 Issue: 1 Volume: 23 Year: 2021 Keywords: role player; training; organisational performance; telecom industry; soft skills awareness; Bangladesh. File-URL: http://www.inderscience.com/link.php?id=111910 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:1:p:33-70 Template-Type: ReDIF-Article 1.0 Author-Name: Sulieman Ibraheem Shelash Al-Hawary Author-X-Name-First: Sulieman Ibraheem Shelash Author-X-Name-Last: Al-Hawary Author-Name: Ahmad Abedallah Obiadat Author-X-Name-First: Ahmad Abedallah Author-X-Name-Last: Obiadat Title: Does mobile marketing affect customer loyalty in Jordan? Abstract: This study aimed to identify the impact of mobile marketing on the customer's loyalty in Jordan. The dimensions of mobile marketing were interactivity, personalisation, localisation, and convenience. The study population consisted of the customers shopping through mobile in Jordan; samples of 403 customers were taken. Their responses were investigated using a questionnaire designed for this purpose. The results were collected, inputted into the computer and the hypotheses were tested, using the SPSS program. The study results showed a statistically significant effect of mobile marketing (interactivity, personalisation, and convenience) on customers' loyalty, and there is a statistically insignificant effect of localisation on customers' loyalty. Based on the results, the researchers came up with some recommendations related to the fields of mobile content design, sharing information, benefit from the experiences, and solving customers problems. Journal: Int. J. of Business Excellence Pages: 226-250 Issue: 2 Volume: 23 Year: 2021 Keywords: mobile; marketing; customer; loyalty; Jordan. File-URL: http://www.inderscience.com/link.php?id=113446 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:2:p:226-250 Template-Type: ReDIF-Article 1.0 Author-Name: Anirudh Tusnial Author-X-Name-First: Anirudh Author-X-Name-Last: Tusnial Author-Name: Abhijeet K. Digalwar Author-X-Name-First: Abhijeet K. Author-X-Name-Last: Digalwar Title: A systematic review of the integration of best practices for world class manufacturing Abstract: Manufacturing organisations are trying to become world class by integrating best practices. While multiple authors have studied world class manufacturing (WCM), no paper consolidates these results. Further certain inconsistencies are found in existing WCM frameworks. A need was therefore felt to clearly identify and define the scope of best manufacturing practices identified from different countries and industries. 173 research papers on WCM were collected from different online databases and reviewed for the purpose of this study. A descriptive analysis was performed to understand the timeline, geographic, author and journal related trends of the papers. Papers were also classified based on content and industry settings. The best practices identified were defined and the popularity of each best practice was evaluated on the basis of number of mentions. The paper finally proposes a new framework for WCM, inspired from the functioning of the human body. Journal: Int. J. of Business Excellence Pages: 353-388 Issue: 3 Volume: 23 Year: 2021 Keywords: world class manufacturing; WCM; manufacturing best practices; literature review; manufacturing excellence. File-URL: http://www.inderscience.com/link.php?id=113702 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:3:p:353-388 Template-Type: ReDIF-Article 1.0 Author-Name: Sunil Atulkar Author-X-Name-First: Sunil Author-X-Name-Last: Atulkar Author-Name: Ashish Kumar Singh Author-X-Name-First: Ashish Kumar Author-X-Name-Last: Singh Title: Repurchase behaviour and positive word of mouth. Role of hedonic shopping motives Abstract: In view of changing consumer behaviour towards organised retail, the present study focused on department stores of Delhi and neighbouring cities, as the shoppers in these cities are highly motivated by hedonic shopping dimensions. The study tries to identify the influence of five different variables of hedonic motives on repurchase behaviour and positive word of mouth. Focusing on 536 customer responses collected with the help of a structured questionnaire, the proposed research framework were analysed and validated through confirmatory factor analysis and structural equation modelling (SEM) analysis. The result supports the previous research findings and displayed a significant positive relationship of adventure, gratification and role shopping with repurchase behaviour and positive word of mouth, while the social and idea shopping shows a diverse results. Therefore, the research paper would help organised retailers to focus on these hedonic motives effectively and efficiently for gaining added advantage in this competitive current retail scenario. Journal: Int. J. of Business Excellence Pages: 498-516 Issue: 4 Volume: 23 Year: 2021 Keywords: department store; repurchase behaviour; positive word of mouth; hedonic shopping motives. File-URL: http://www.inderscience.com/link.php?id=114726 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:4:p:498-516 Template-Type: ReDIF-Article 1.0 Author-Name: Aniruddha Anil Wagire Author-X-Name-First: Aniruddha Anil Author-X-Name-Last: Wagire Author-Name: Ajay Pal Singh Rathore Author-X-Name-First: Ajay Pal Singh Author-X-Name-Last: Rathore Author-Name: Rakesh Jain Author-X-Name-First: Rakesh Author-X-Name-Last: Jain Title: Identification and prioritisation of challenges to Industry 4.0 adoption in the Indian manufacturing industry Abstract: Industry 4.0 initiative has gathered the momentum and set a tone of discussion among the stakeholders, not only in the developed nations but also in other countries as well. Currently, this concept is motivating India to embrace innovative technologies to leapfrog into Industry 4.0. However, there are several potential challenges on the path to Industry 4.0. To address this issue, it is imperative to discern the potential barriers in its adoption. Therefore, the present study aims to identify and prioritise the barriers existing in Industry 4.0 adoption in the Indian manufacturing industry. Among the prioritised barriers, 'organisational barrier' is found to be the most significant challenge. This study also proposes recommendations for the removal of barriers. The present research has implication for researchers, practitioners and policy-makers associated with Industry 4.0 for exploring its adoption in Indian perspective. It could also assist in developing an indigenous roadmap to Industry 4.0. Journal: Int. J. of Business Excellence Pages: 248-274 Issue: 2 Volume: 24 Year: 2021 Keywords: Industry 4.0; barriers; Industry 4.0 challenges; analytical hierarchy process; AHP; India; manufacturing industry. File-URL: http://www.inderscience.com/link.php?id=115750 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:2:p:248-274 Template-Type: ReDIF-Article 1.0 Author-Name: Sajjad Balali Shahvari Author-X-Name-First: Sajjad Balali Author-X-Name-Last: Shahvari Author-Name: Nour Mohammad Yaghoubi Author-X-Name-First: Nour Mohammad Author-X-Name-Last: Yaghoubi Author-Name: Milad Vafadar Author-X-Name-First: Milad Author-X-Name-Last: Vafadar Title: Identification and prioritisation of key managerial competencies in the General Directorate of Cooperatives, Labour and Social Welfare: an integrated SEM and ANP approach Abstract: The main purpose of this study was to identify and prioritise key managerial competencies in the General Directorate of Cooperatives, Labour and Social Welfare. In order to validate the model, the first questionnaire was designed and distributed among the statistical population. Structural equations and confirmatory factor analysis with Smart PLS software were used to analyse the data. According to findings, competencies identified in this model were categorised in three dimensions: personal (attitude and behaviour), social (social awareness and social skills) and professional (management, planning and knowledge); personal, social, and professional competencies explained 87%, 84% and 91% of variance in key managerial competencies model. The second questionnaire was designed by analytic network process (ANP) to prioritise dimensions and components of competency and given to experts. According to the results, effective communications, decision-making, and planning ranked first to third, respectively. Journal: Int. J. of Business Excellence Pages: 270-295 Issue: 2 Volume: 23 Year: 2021 Keywords: competency development; SEM; analytic network process; ANP; managerial competency; competency model; competency dimensions. File-URL: http://www.inderscience.com/link.php?id=113447 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:2:p:270-295 Template-Type: ReDIF-Article 1.0 Author-Name: Abbas Al-Refaie Author-X-Name-First: Abbas Author-X-Name-Last: Al-Refaie Author-Name: Abeer Mahmoud Ramadna Author-X-Name-First: Abeer Mahmoud Author-X-Name-Last: Ramadna Title: SEM approach to determine factors affecting e-government success in Jordan Abstract: This research aims at identifying the effects of regulation, website quality, relationship, employee's skill and worth on the success of e-government in Jordan from the perspectives users and employees using structural equation modelling (SEM). Initially, a structural model is proposed. A total of 1,100 surveys were distributed to employees and government services users. The multicollinearity and consistency in the item measures were checked. Then, the validity of the measurement and structural models is assessed. The results revealed the important factors that affect e-government success. Further, the structural model is evaluated in four major organisations that provide e-government services from both user and employee perspectives. Results showed variations in e-government success among organisations and the level of e-government success still lags behind meeting users and employee expectations in most organisations. In conclusion, Jordanian organisations should deliver high-quality demand driven services, ensure public sector transparency and accountability, reduce indirect cost of obtaining services, increase ease of interacting with government, promote development of Jordan's ICT sector, develop skills within the public sector, boost e-commerce activities, improve information security and end user privacy, and mitigate the risk through a coordinated approach involving technology tools, policy guidance, and training. Journal: Int. J. of Business Excellence Pages: 330-352 Issue: 3 Volume: 23 Year: 2021 Keywords: e-government; SEM; regulation; website quality; relationship; worth; Jordan. File-URL: http://www.inderscience.com/link.php?id=113703 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:3:p:330-352 Template-Type: ReDIF-Article 1.0 Author-Name: Waseem John Author-X-Name-First: Waseem Author-X-Name-Last: John Title: How does relationship quality translate into better organisational performance: an empirical check Abstract: This paper examines the impact of relationship quality on organisational performance by testing the relationship quality-relationship outcome conceptual model. Organisational performance is measured in terms of relationship outcomes. A survey was used to collect data from pharmaceutical companies in India. Relationship quality is comprised of trust, commitment, communication quality, and, relationship satisfaction. Relationship outcomes conceived as a dependent variable for this study was also measured using suitable non-financial and relationship centred measures. The research instruments were refined and validated. The data were analysed using structural equation modelling. The results indicate that only communication quality and relationship satisfaction emerge as significant predictors of relationship outcomes in the current research context. This study provides valuable insights into the importance of communication quality and relationship satisfaction in sustaining the relationships and deriving required benefits from it. It also advocates the use of non-financial measures as indicators of organisational performance. Journal: Int. J. of Business Excellence Pages: 187-205 Issue: 2 Volume: 24 Year: 2021 Keywords: relationship quality; business-to-business; organisational performance; relationship outcomes; communication quality; relationship satisfaction; SEM. File-URL: http://www.inderscience.com/link.php?id=115751 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:2:p:187-205 Template-Type: ReDIF-Article 1.0 Author-Name: Majeed Mustafa Othman Mansour Author-X-Name-First: Majeed Mustafa Othman Author-X-Name-Last: Mansour Title: Factors propelling the use of Islamic banking services: the moderating role of customer intimacy Abstract: This study investigates factors propelling use of Islamic banking products and services. The present study develops an amalgamated model with the help of cognitive and emotional factors to investigate customer satisfaction and loyalty towards use of Islamic banking services. Data was collected from Islamic banking customers and empirically tested using structural equation modelling (SEM). Findings reveal that customer satisfaction was jointly predicted by awareness, reputation, compatibility, complexity, trust and commitment and explained <i>R</i><SUP align="right"><SMALL>2</SMALL></SUP> 78.7% variance in Islamic banking customer satisfaction. On the flipside customer loyalty was predicted by customer satisfaction and customer intimacy and depicted <i>R</i><SUP align="right"><SMALL>2</SMALL></SUP> 20.6% variance in customer loyalty. Extending to this, the present study confirmed the moderating role of customer intimacy wherein positive relationship between customer satisfaction and customer loyalty will be stronger when customer intimacy is higher. Finally, research limitations and future research direction are discussed. Journal: Int. J. of Business Excellence Pages: 71-92 Issue: 1 Volume: 23 Year: 2021 Keywords: customer intimacy; awareness; reputation; trust; commitment; compatibility; complexity; customer satisfaction; customer loyalty; structural equation modelling; SEM. File-URL: http://www.inderscience.com/link.php?id=111912 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:1:p:71-92 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammad Irfan Author-X-Name-First: Mohammad Author-X-Name-Last: Irfan Title: Do Shariah Indices converge? Evidence from Gulf Cooperation Council countries Abstract: S%P Dow Jones Indices are celebrating the 10th anniversary in Dubai with the expansion of single and multi factor index series in Gulf Cooperation Council (GCC) region. This current set of indices covers low volatility, momentum, enhance value, and equality factors. The objective of the study is to understand the dynamic relationship between domestic Shariah Indices of GCC nations which is important for investors to mitigate their risk and for governments to take precautionary action to avoid the possible financial downturn in their respective countries. The study has uni-directional Granger causality between Bahrain to Qatar, Oman, Saudi Arabia and UAE and bi-directional Granger causality between Saudi Arabia to Kuwait and Oman. This study will not only be advantageous for the Muslim investors, but also the other investors too. This important information enables the investors to adjust their financial portfolio, and also helps the respective market regulator. Journal: Int. J. of Business Excellence Pages: 251-269 Issue: 2 Volume: 23 Year: 2021 Keywords: GCC Shariah stock markets; co-integration; vector autoregressive model; Granger causality. File-URL: http://www.inderscience.com/link.php?id=113448 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:2:p:251-269 Template-Type: ReDIF-Article 1.0 Author-Name: Elia Oey Author-X-Name-First: Elia Author-X-Name-Last: Oey Author-Name: Bennet Rheza Paleva Author-X-Name-First: Bennet Rheza Author-X-Name-Last: Paleva Author-Name: Jimmy Weijaya Author-X-Name-First: Jimmy Author-X-Name-Last: Weijaya Author-Name: Billy Bongara Author-X-Name-First: Billy Author-X-Name-Last: Bongara Title: Generating and quantifying consumer preferences using Kansei and fuzzy analytical hierarchical process - a case study in an apparel manufacturer Abstract: Understanding what consumers want is essential for firms to remain competitive. With more fragmented market, product development nowadays searches more to consumer feeling instead of product functionality. The research is a case study in a medium size apparel manufacturer for their male premium t-shirt. The study covered identification and hierarchisation of consumer preferences using Kansei engineering technique, and quantification of the weight of each Kansei words using fuzzy analytical hierarchical process method. The study identified 19 cleansed Kansei words hierarchised under five groups. The result showed 'comfortable material' as the most sought Kansei words. However, sensitivity analysis revealed slightly different preferences in certain respondent profiles for the next preferred Kansei words. Journal: Int. J. of Business Excellence Pages: 312-329 Issue: 3 Volume: 23 Year: 2021 Keywords: fuzzy analytical hierarchical process; consumer preferences; Kansei. File-URL: http://www.inderscience.com/link.php?id=113704 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:3:p:312-329 Template-Type: ReDIF-Article 1.0 Author-Name: Shakti Chaturvedi Author-X-Name-First: Shakti Author-X-Name-Last: Chaturvedi Title: Evaluating the critical enablers of upward influence tactics using the DEMATEL framework in Indian iron and steel industries Abstract: This research emphasises on ascertaining 14 major enablers of upward influence tactics in the iron and steel industries across Chhattisgarh, Raipur, India. The DEMATEL approach was used to establish cause-effect relationships among these enablers of upward influence tactics. The present study concludes that the 14 enablers of influence tactics are knitted together with each other and one enabler can act as the cause of many other enablers of upward influence tactics. Cause-effect relationships were drawn, and it made possible for subordinates in the organisation to find out the primary causal enablers of influence tactics which they can put into practice for attaining career success. The novel commitments of this exploration are the application of the methodology and its coverage. The present study holds importance as it is difficult to find even one quantitative study which can assess enablers of upward influence tactics in the human resource area particularly. Journal: Int. J. of Business Excellence Pages: 143-168 Issue: 2 Volume: 24 Year: 2021 Keywords: enablers; DEMATEL; critical success factors; upward influence tactics; career success; India. File-URL: http://www.inderscience.com/link.php?id=115752 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:2:p:143-168 Template-Type: ReDIF-Article 1.0 Author-Name: Mohan Karambelkar Author-X-Name-First: Mohan Author-X-Name-Last: Karambelkar Author-Name: Shubhasheesh Bhattacharya Author-X-Name-First: Shubhasheesh Author-X-Name-Last: Bhattacharya Title: Perspectives of performance management with holistic views: revisiting Baldrige Excellence Framework Abstract: The purpose of this paper is to develop holistic views of organisation-wide performance management (OWPM) using the Baldrige Excellence Framework (BEF). The research papers, selected from Scopus database based on a holistic approach and BEF criteria, are reviewed and presented in a narrative format. The narratives are organised in five perspectives - organisation-wide processes, organisation-wide information, organisation-wide training, overall stakeholders, and hierarchical relationship. Practitioners can utilise these views and holistic approach for a deeper understanding of BEF for successful implementation. Researchers can explore different options or paths to explain or predict the high performance that leads to business excellence. Practitioners and researchers can utilise kaleidoscope thinking to discover innovative prospects for performance management. Journal: Int. J. of Business Excellence Pages: 415-450 Issue: 3 Volume: 23 Year: 2021 Keywords: Baldrige Excellence Framework; BEF; holistic approach; business excellence; organisation-wide performance management; OWPM. File-URL: http://www.inderscience.com/link.php?id=113705 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:3:p:415-450 Template-Type: ReDIF-Article 1.0 Author-Name: Matti J. Haverila Author-X-Name-First: Matti J. Author-X-Name-Last: Haverila Author-Name: Kai C. Haverila Author-X-Name-First: Kai C. Author-X-Name-Last: Haverila Author-Name: Caitlin McLaughlin Author-X-Name-First: Caitlin Author-X-Name-Last: McLaughlin Title: Gender-based behavioural segmenting of the cellphone youth market Abstract: The purpose of this study is to investigate the existence of behavioural segments (clusters) among youth regarding the cellphone communication market in Finland. Specific cellphone behaviours are used as a cluster variate. The cellphone behaviours used are: 'necessity of modern times', 'cost efficiency', 'safety/security', 'dependency', 'negatives' and 'functionality', per Aoki and Downes's (2003) research on cellphone use. Separate behavioural clusters were devised for both males and females on the basis of the behaviours. Four unique behavioural clusters among the male respondents ('middle of the road', 'feature freaks', 'all important', and 'minimalists') and three unique behavioural clusters among the female respondents ('dependents', 'advanced users', and 'cost matters') were detected. Each cluster had a unique group of benefits sought, with no overlapping clusters between genders. After these clusters were identified they were then profiled using age, gender and the behavioural variables as profilers. This research serves to help market researchers and cellphone producers alike better understand how and why cellphones are used in the youth marketplace. Journal: Int. J. of Business Excellence Pages: 93-112 Issue: 1 Volume: 23 Year: 2021 Keywords: behavioural clusters; cellphone product-market; youth; gender differences. File-URL: http://www.inderscience.com/link.php?id=111914 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:1:p:93-112 Template-Type: ReDIF-Article 1.0 Author-Name: Pooja Garg Author-X-Name-First: Pooja Author-X-Name-Last: Garg Author-Name: Ki-Soon Han Author-X-Name-First: Ki-Soon Author-X-Name-Last: Han Author-Name: Parul Malik Author-X-Name-First: Parul Author-X-Name-Last: Malik Title: Exploring the nexus between job design and work engagement: mediating role of meaning in work Abstract: The present study examines the nexus between job design and work engagement and test the mediating effect of meaning in work on the relationship between job design and work engagement. Data were collected using a survey method and comprised of 300 employees working in manufacturing firms based in India. The results revealed that when employees are offered well-designed jobs, they are more likely to experience meaning in work, which has as a spill over effect on the positive behavioural pattern of employees in terms of work engagement. The study results revealed that an effective job design can be a resounding aspect of the organisations, where employees experience meaning in work and work engagement. Journal: Int. J. of Business Excellence Pages: 389-414 Issue: 3 Volume: 23 Year: 2021 Keywords: meaning in work; work engagement; positive psychology; job design. File-URL: http://www.inderscience.com/link.php?id=113706 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:3:p:389-414 Template-Type: ReDIF-Article 1.0 Author-Name: Santosh Satyanarayan Baheti Author-X-Name-First: Santosh Satyanarayan Author-X-Name-Last: Baheti Author-Name: Usha Lenka Author-X-Name-First: Usha Author-X-Name-Last: Lenka Title: Sustainable innovation for sustainable business performance - a systematic review of recent literature (2008-2018) Abstract: The concept of sustainable innovation has gained worldwide attention in recent years, which has enhanced its implementation. However, few studies have attempted to map the global research of sustainable innovation and its practices. This study utilises a systematic review of the global trend and structure of sustainable innovation research covering the time span of 11 years between 2008 and 2018. The descriptive statistics of published articles is examined firstly; i.e., year of publication, research techniques adopted the nature of the article, industry, field, and country of study. Thematic analysis was also carried out on sustainable innovative practices. The analysis shows an upward trend of literature and the growing importance of sustainable innovation practices like, sustainable branding, product recycling, corporate social responsibility initiatives, good governance practices, etc. In addition, the research paper highlights different new areas that deserve attention, such as the social dimension of sustainable innovation, the growing importance of corporate governance mechanisms, and sustainable branding. Journal: Int. J. of Business Excellence Pages: 517-545 Issue: 4 Volume: 23 Year: 2021 Keywords: innovation; sustainability practices; systematic literature review; company performance; stakeholders. File-URL: http://www.inderscience.com/link.php?id=114733 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:4:p:517-545 Template-Type: ReDIF-Article 1.0 Author-Name: Md. Uzir Hossain Uzir Author-X-Name-First: Md. Uzir Hossain Author-X-Name-Last: Uzir Author-Name: Abu Bakar Abdul Hamid Author-X-Name-First: Abu Bakar Abdul Author-X-Name-Last: Hamid Author-Name: Ahmad Shaharudin Abdul Latiff Author-X-Name-First: Ahmad Shaharudin Abdul Author-X-Name-Last: Latiff Title: Does customer satisfaction exist in purchasing and usage of electronic home appliances in Bangladesh through interaction effects of social media? Abstract: The objective of the study was to investigate the impact of product quality, quality of service and perceived value on customer satisfaction with the intensity of social media effect. The study was conducted based on quantitative research methodology for which a structured questionnaire was developed to collect data from 323 households in Bangladesh. A judgmental sampling technique was adopted for data collection by using the social media. Collected data was analysed using SEM-AMOS and SPSS. The result revealed that product quality, quality of service and perceived value have positive and significant effects on customer satisfaction with usage level of social media. The outcomes of this study will help managers promote their brands through social media to build a strong customer base. This study also contributes to the body of knowledge by providing some evidence of relationships among product quality, quality of service, perceived value and customer satisfaction. Journal: Int. J. of Business Excellence Pages: 113-137 Issue: 1 Volume: 23 Year: 2021 Keywords: customer satisfaction; product quality; quality of service; perceived value; social media; structural equation model; SEM; electronic home appliance. File-URL: http://www.inderscience.com/link.php?id=111919 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:1:p:113-137 Template-Type: ReDIF-Article 1.0 Author-Name: Eissa A. Al-Homaidi Author-X-Name-First: Eissa A. Author-X-Name-Last: Al-Homaidi Author-Name: Najib H.S. Farhan Author-X-Name-First: Najib H.S. Author-X-Name-Last: Farhan Author-Name: Waleed M. Alahdal Author-X-Name-First: Waleed M. Author-X-Name-Last: Alahdal Author-Name: Amgad S.D. Khaled Author-X-Name-First: Amgad S.D. Author-X-Name-Last: Khaled Author-Name: Moatasem M. Qaid Author-X-Name-First: Moatasem M. Author-X-Name-Last: Qaid Title: Factors affecting the profitability of Indian listed firms: a panel data approach Abstract: The aim of this study is to empirically investigate the factors that affect the profitability of 1,308 listed firms operating in Bombay Stock Exchange (BSE) in India for the time period from 2011 to 2018. The research uses (pooled, fixed and random effect) models. Profitability is the dependent variable measured by three indicators which are return on equity (ROE) and earning per share (EPS). Liquidity (CR), leverage (LEV), company efficiency (CEFF), firm size (FSIZE), and working capital (WC) are considered as independent variables. The results of the study show that leverage, company efficiency, and firm size have a strong relationship with profitability measured by ROE. The results also reveal that company efficiency and firm size have a positive association with firms' profitability measured by ROE and EPS. The current research has three practical implications. First, it seeks to fill an existing gap in the literature of listed firms' profitability in Indian firms. Second, it provides new empirical evidence using different statistical analysis tools as a methodological contribution and used new variables. Finally, the present study brings useful insights and empirical evidence on the factors affecting profitability of Indian listed companies which are very beneficial for both internal users and external. Journal: Int. J. of Business Excellence Pages: 1-17 Issue: 1 Volume: 23 Year: 2021 Keywords: banks' profitability; liquidity; leverage; efficiency; working capital; India. File-URL: http://www.inderscience.com/link.php?id=111928 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:1:p:1-17 Template-Type: ReDIF-Article 1.0 Author-Name: Zoha Fatima Author-X-Name-First: Zoha Author-X-Name-Last: Fatima Title: Salesforce control systems: a review of studies Abstract: Salesforce is one of the main assets of any organisation. As salesforce is controlled by a control system, it is important to know what kind of impact a salesforce control system has on the salesforce. This paper contributes to the salesforce control literature by providing a comprehensive review based on research published in the area of salesforce control system in the last 43 years (1975-2018). The objectives of this review are to examine the chronological trends in the area of salesforce control system research in terms of research focus, research methods, research type, geographical region, etc. Most of the studies included in our review have concluded that the salesforce control systems (behaviour-based and outcome-based) have different impact on salesforce characteristics, sales territory design, salesforce performance and sales organisation effectiveness. The study has important implications for sales organisations. Journal: Int. J. of Business Excellence Pages: 188-225 Issue: 2 Volume: 23 Year: 2021 Keywords: salesforce control system; behaviour-based control; outcome-based control; salesforce performance; sales organisation effectiveness. File-URL: http://www.inderscience.com/link.php?id=113466 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:2:p:188-225 Template-Type: ReDIF-Article 1.0 Author-Name: Alok Kumar Samanta Author-X-Name-First: Alok Kumar Author-X-Name-Last: Samanta Author-Name: G. Varaprasad Author-X-Name-First: G. Author-X-Name-Last: Varaprasad Author-Name: Ramakrushna Padhy Author-X-Name-First: Ramakrushna Author-X-Name-Last: Padhy Title: A systematic review of empirical studies pertaining to Lean, Six Sigma and Lean Six Sigma quality improvement methodologies in paediatrics Abstract: Lean, Six Sigma and Lean Six Sigma (LSS) are the quality improvement (QI) methodologies that have proved their merits in healthcare organisations since the 1990s. The aim of this paper is to present a systematic review of literature on the implementation of these QI methodologies in paediatrics by using a three-phase systematic review process (SRP), i.e., planning, conducting and reporting. The literature search was carried out in Web of Science, Scopus, and PubMed for articles published until April 2019. The broad range of outcomes from SRP was collated into six common themes: time optimisation, motion reduction, error mitigation, dosage optimisation, efficiency enhancement, and revenue generation. It is suggested that researchers and practitioners in paediatrics need to understand these QI methodologies deeply and deploy these in a profound way to realise their true potential. This is the first systematic review to synthesise the implementation results of QI methodologies in paediatrics. Journal: Int. J. of Business Excellence Pages: 18-32 Issue: 1 Volume: 23 Year: 2021 Keywords: Lean; Six Sigma; Lean Six Sigma; LSS; paediatrics; systematic literature review and empirical research. File-URL: http://www.inderscience.com/link.php?id=111936 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:23:y:2021:i:1:p:18-32 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammad Nourani Author-X-Name-First: Mohammad Author-X-Name-Last: Nourani Author-Name: Fu-Chiang Chen Author-X-Name-First: Fu-Chiang Author-X-Name-Last: Chen Author-Name: Ikhlaas Gurrib Author-X-Name-First: Ikhlaas Author-X-Name-Last: Gurrib Author-Name: Qian Long Kweh Author-X-Name-First: Qian Long Author-X-Name-Last: Kweh Author-Name: Yun-Hao Wu Author-X-Name-First: Yun-Hao Author-X-Name-Last: Wu Title: Hedging strategies and performance of the US financial holding companies: a dynamic frontier analysis Abstract: Globalisation led to dynamic developments in the area of financial innovation. The main object of this study is to shed light into the relationship between hedging strategies and operational performance. We initially employed a dynamic data envelopment analysis model to incorporate carry-over items in order to assess the long-term operating performance of the top 50 US financial holding companies (FHCs) over the period 2005-2009. We then evaluated the operating performance under four different hedging measures and eight sub-industries. Findings show that significant differences exist among sub-industries on the overall mean operating performance of the US FHCs, as the financial situation changes over time. Empirically, we also provide evidence that the choice of an appropriate hedging strategy matters when it comes to operating performance. Overall, we support that choosing a suitable hedging strategy is crucial for FHCs even after a series of structural reforms following the latest global financial crisis. Journal: Int. J. of Business Excellence Pages: 295-320 Issue: 3 Volume: 24 Year: 2021 Keywords: hedging strategies; data envelopment analysis; DEA; dynamic slack-based measures; DSBM; financial holding companies; FHC. File-URL: http://www.inderscience.com/link.php?id=115835 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:3:p:295-320 Template-Type: ReDIF-Article 1.0 Author-Name: S. Vasumathy Hariharan Author-X-Name-First: S. Vasumathy Author-X-Name-Last: Hariharan Title: Benchmarking currency risk management practices of small and medium enterprises Abstract: The burgeoning growth of small businesses in the Indian export industry warrants studies that depict the best practices in currency risk management. This study redresses the gap by developing such scale. The key variables of risk management system, exposure management, hedging decisions, derivative management and residual risk management have been identified from the literature. Residual risk management is a totally new dimension to foreign exchange risk management. Firms' uses of these variables have been tested in the form of a structured questionnaire, and a test-retest method has been used to assess reliability. A model using the main variables was constructed and tested for acceptance among the three subsectors of manufacturing, services, and trading. The study found that these variables represent the best-use practices of successful Indian exporters. The scale that was developed aids both nascent and matured firms equally with respect to understanding peer practices. Journal: Int. J. of Business Excellence Pages: 340-359 Issue: 3 Volume: 24 Year: 2021 Keywords: benchmarking; currency risk; risk management; SMEs; derivatives; residual risk; hedging; risk management systems; validated scale; exposure management; export firms. File-URL: http://www.inderscience.com/link.php?id=115836 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:3:p:340-359 Template-Type: ReDIF-Article 1.0 Author-Name: Nagendra Singh Nehra Author-X-Name-First: Nagendra Singh Author-X-Name-Last: Nehra Author-Name: Santosh Rangnekar Author-X-Name-First: Santosh Author-X-Name-Last: Rangnekar Title: Linking the emotional maturity factors and personal effectiveness: a study of cement and power manufacturing organisations in India Abstract: This paper discusses a cross-sectional survey, carried out by the authors, with data from 410 employees employed in cement and power manufacturing organisations in North India, to determine if emotional maturity factors have positive relationship with personal effectiveness in Indian context. This study uses broaden-and-build theory as theoretical framework to investigate the proposed relationship. The sample data was collected through convenience sampling method and a cross-sectional survey-based research design was employed. A paper-pencil survey was administered for this purpose by distributing a total of 476 questionnaires during office hours. However, only 410 responses were considered for final analysis using confirmatory factor analysis and multiple hierarchical regression analysis. Results reveal that emotional maturity factors (i.e., emotional stability, social adjustment and personality integration) are positively associated with personal effectiveness. This study fully supports the applicability of broaden-and-build theory in explaining the proposed relationships in Indian context. This study offers advanced insights on the proposed relationship that has not been examined till now, and serves as a potential policy guideline for personal effectiveness in understudied non-US cultures like India. The findings of this study enrich the literature on personal effectiveness from broaden-and-build theory perspective. Journal: Int. J. of Business Excellence Pages: 408-436 Issue: 3 Volume: 24 Year: 2021 Keywords: social adjustment; personality integration; emotional progression; independence; emotional maturity; emotional stability; personal effectiveness; India. File-URL: http://www.inderscience.com/link.php?id=115837 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:3:p:408-436 Template-Type: ReDIF-Article 1.0 Author-Name: Deepak Chawla Author-X-Name-First: Deepak Author-X-Name-Last: Chawla Author-Name: Himanshu Joshi Author-X-Name-First: Himanshu Author-X-Name-Last: Joshi Title: Attitude as a mediator between antecedents of mobile banking adoption and user intention Abstract: India is the fastest growing mobile phone market in the world after China and has witnessed a phenomenal growth in mobile banking transactions. The objectives of this research are: 1) to identify the important factors which influence user attitude and intention; 2) to test the mediating role of attitude. A systematic review of literature, FDG and interviews has been used to propose a research model and develop relevant hypotheses. Using a sample of 367 respondents, SEM was used to analyse the relationship between antecedents of mobile banking with attitude and intention. The findings clearly show that lifestyle is the most important factor influencing attitude followed by efficiency, convenience, trust and perceived ease of use (PEOU). Mediation analysis supported a full mediation effect of attitude on the relationship between convenience and lifestyle on intention, while partial mediation effect of attitude was found in the relationship between trust and efficiency on intention. Journal: Int. J. of Business Excellence Pages: 321-339 Issue: 3 Volume: 24 Year: 2021 Keywords: PEOU; convenience; efficiency; trust; attitude; mediation; mobile banking; intention; India. File-URL: http://www.inderscience.com/link.php?id=115838 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:3:p:321-339 Template-Type: ReDIF-Article 1.0 Author-Name: Hamidreza Abootalebi Jahromi Author-X-Name-First: Hamidreza Abootalebi Author-X-Name-Last: Jahromi Author-Name: Navid Abootalebi Jahromi Author-X-Name-First: Navid Abootalebi Author-X-Name-Last: Jahromi Title: The impact of effective organisational communications on financial performance Abstract: Since effective communications can create a sense of trust between employees and increase customers' satisfaction, the purpose of this research is to investigate the effects of organisational communications on financial performance. Since this study seeks to determine the type and extent of correlation between variables, the descriptive-correlative method is used in this study. This study is an applied research in terms of its goals and is a cross-sectional research in terms of time. The statistical society of this research includes all employees in the finance department of Jahrom University of Medical Sciences and its colleges, which consists of 51 employees. A total of 45 questionnaires were collected. The questionnaire used in this study was composed of two financial organisational questionnaires (21 items) and Robbins effective organisational communication questionnaire (24 items). Study findings showed that there is a positive relationship between organisational communication and financial performance in this university. Journal: Int. J. of Business Excellence Pages: 373-383 Issue: 3 Volume: 24 Year: 2021 Keywords: effectiveness; organisational communication; finance department; employees; customers' satisfaction; budgeting; planning; listening; excitation control; financial performance; feedback. File-URL: http://www.inderscience.com/link.php?id=115842 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:3:p:373-383 Template-Type: ReDIF-Article 1.0 Author-Name: A.R. Shanmuga Priya Author-X-Name-First: A.R. Shanmuga Author-X-Name-Last: Priya Author-Name: P. Poonguzhali Author-X-Name-First: P. Author-X-Name-Last: Poonguzhali Author-Name: R. Krishnaraj Author-X-Name-First: R. Author-X-Name-Last: Krishnaraj Author-Name: V. Suresh Author-X-Name-First: V. Author-X-Name-Last: Suresh Title: Risk perception on adoption intention of digital economy: an integration of perceived risk theory with TAM model Abstract: Since the global economy is tuning their way towards digital economy, the cashless transactions has bubbled a giant threat with the people in adopting full fledged online transactions and a biased perception exist in the transmission of cashless economy. This article explores a combined model of TAM, perceived risk theory and perceived benefit, the theories hugely used in the research works of technology adoption. The model was analysed using PLS-SEM and the respondents were general public with different demographic category who provided the data. The results of the study show that perceived risk, perceived benefit, perceived ease of use and perceived use influence the intention of individuals to commit digital economy. The attitude of the individuals towards digital economy is also found to be influenced by perceived risk, perceived benefit, perceived ease of use and perceived use. Journal: Int. J. of Business Excellence Pages: 360-372 Issue: 3 Volume: 24 Year: 2021 Keywords: digital economy; perceived risk; technology acceptance model; TAM; perceived benefit; attitude to use; intention to use. File-URL: http://www.inderscience.com/link.php?id=115844 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:3:p:360-372 Template-Type: ReDIF-Article 1.0 Author-Name: Ruby Hermanto Author-X-Name-First: Ruby Author-X-Name-Last: Hermanto Author-Name: Utomo Sarjono Putro Author-X-Name-First: Utomo Sarjono Author-X-Name-Last: Putro Author-Name: Santi Novani Author-X-Name-First: Santi Author-X-Name-Last: Novani Title: The missing element in implementing key account management Abstract: With the proliferation of key account management (KAM) for the past three decades, starting late 1970s and early 1980s, academics attention on business-to-business (B2B) sales and marketing has shifted to KAM. Plenty of company efforts to adopt KAM are failing. On the contrary, some scholars highlighted that research on KAM implementation remains lacking. This paper intends to investigate all research on KAM implementation using the framework of organisational change elements of content, context, and process (CCP). All KAM implementation research is classified based on CCP to investigate the sufficiency number of research on securing the success of KAM implementation. Through a systematic literature review, this paper found a research gap in the process element of implementing KAM. This paper then proposes to conduct further study of using Kotter eight-step change process as the framework to process the implementation of KAM. Journal: Int. J. of Business Excellence Pages: 384-407 Issue: 3 Volume: 24 Year: 2021 Keywords: key account management; KAM; implementation; change process; business-to-business; B2B. File-URL: http://www.inderscience.com/link.php?id=115845 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:3:p:384-407 Template-Type: ReDIF-Article 1.0 Author-Name: Piyush Pranjal Author-X-Name-First: Piyush Author-X-Name-Last: Pranjal Author-Name: Soumya Sarkar Author-X-Name-First: Soumya Author-X-Name-Last: Sarkar Title: Marketing measurement: the traditional and the modern-way forward Abstract: Since the advent of the C-OAR-SE procedure for the development of measures in marketing, there has been a renewed interest in improving marketing measurement. For long, marketing academics have adhered to the traditional scale development approach. However, C-OAR-SE has brought freshness in the marketing measurement literature. It has highlighted loopholes in the time-tested traditional approach but, not without facing its fair share of criticism. This article briefly describes the traditional approach and the C-OAR-SE procedure followed by a brief review of selected papers focusing on debates elicited by the C-OAR-SE procedure. As the outcome of the review, a discussion is provided highlighting the key insights concerning generalisability; content and construct validity; use of single-item measures and predictive validity; and developing optimal standard measures in marketing. The discussion leads to the suggestion of a prospective course of action for developing measures in marketing with the objective of improving marketing measurement. Journal: Int. J. of Business Excellence Pages: 460-480 Issue: 4 Volume: 24 Year: 2021 Keywords: marketing measurement; C-OAR-SE; marketing science. File-URL: http://www.inderscience.com/link.php?id=117646 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:4:p:460-480 Template-Type: ReDIF-Article 1.0 Author-Name: Sanjay Gupta Author-X-Name-First: Sanjay Author-X-Name-Last: Gupta Author-Name: Manoj Mathew Author-X-Name-First: Manoj Author-X-Name-Last: Mathew Author-Name: Ginni Syal Author-X-Name-First: Ginni Author-X-Name-Last: Syal Author-Name: Jinesh Jain Author-X-Name-First: Jinesh Author-X-Name-Last: Jain Title: A hybrid MCDM approach for evaluating the financial performance of public sector banks in India Abstract: Sustainability and development of banking system results in stable and efficient economic performance of the country. Accurate utilisation of financial resources aids in maintaining a smooth flow of finances across the countries. Therefore, it becomes mandatory to measure the financial performance of the banks under public sector in order to ensure transparent working and flow of money within as well as across the countries. In this study, it has been aimed to evaluate the financial performance of public sector undertaking (PSU) banks, forming part of PSU bank nifty index, those who operate in the Indian capital market between the years 2013-2014 and 2017-2018. The financial performance is evaluated using a hybrid MCDM method, i.e., CRITIC-TOPSIS. The CRITIC is used to determine the weights of nine criteria and TOPSIS is used to calculate the final performance score and ranking of PSU banks. The overall performance is calculated using interval valued TOPSIS (IV-TOPSIS). It is rare to find financial analysis of public sector banks in India due to less risk of closure of the business. Therefore, the present paper has initiated to assess the financial performance of public sector banks in India in order to find out the financial standing of banks in the public sector in the pressure of various banks in private sector as well as foreign banks. Journal: Int. J. of Business Excellence Pages: 481-501 Issue: 4 Volume: 24 Year: 2021 Keywords: financial performance; CRITIC-TOPSIS; multi-criteria decision making; MCDM; IV-TOPSIS; PSU banks; India. File-URL: http://www.inderscience.com/link.php?id=117648 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:4:p:481-501 Template-Type: ReDIF-Article 1.0 Author-Name: Mohit Kumar Author-X-Name-First: Mohit Author-X-Name-Last: Kumar Author-Name: Kuldeep Singh Author-X-Name-First: Kuldeep Author-X-Name-Last: Singh Author-Name: Vijayshri Tewari Author-X-Name-First: Vijayshri Author-X-Name-Last: Tewari Author-Name: Madhvendra Misra Author-X-Name-First: Madhvendra Author-X-Name-Last: Misra Title: Achieving business excellence through workplace conflict resolution: using emotional intelligence as an effective tool Abstract: The purpose of the present study is to gain a conceptual understanding of the role of emotions and emotional intelligence in conflict formation and resolution at the workplace. Organisational environment is such a place where individuals are jointly performing tasks and achieve organisational and personal goals. Many times it has found in situations where individuals arise from conflicts, even working with shared objectives. Individuals own attitude, values, beliefs, and behaviour guided by emotions may become the reasons for conflicts to take place. Workers with a high or low level of emotional intelligence (EI) deal with conflicts accordingly. The present study, with theoretical understanding and findings, would explore the extent of the relationship between EI and conflicts in an organisational setup and achieving overall business excellence. Journal: Int. J. of Business Excellence Pages: 541-556 Issue: 4 Volume: 24 Year: 2021 Keywords: business excellence; emotions; emotional intelligence; EI; conflict resolution. File-URL: http://www.inderscience.com/link.php?id=117650 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:4:p:541-556 Template-Type: ReDIF-Article 1.0 Author-Name: Hristos Karahalios Author-X-Name-First: Hristos Author-X-Name-Last: Karahalios Title: Application of AHP-TOPSIS for knowledge evaluation of ship operators Abstract: The purpose of this study is to provide a formal evaluation tool for those individuals that operate ships. These persons monitor daily shipboard operations, and their knowledge is of particular importance in terms of rational commercial decision-making and providing guidance to the masters of the ships that are in charge. Poor decisions may have a severe impact on the commercial status of a ship, safety of its crew or marine environment. The proposed methodology could be used by ship managers to measure the knowledge standards of their operators and ensure their professional continuity. The research methodology used in this paper combines analytic hierarchy process (AHP) and TOPSIS to establish a knowledge measurement tool based on a system of key knowledge indicators (KKIs). Experts participated in evaluating the KKIs. Furthermore, a survey to ship management companies was carried out to demonstrate the applicability of the proposed methodology. Journal: Int. J. of Business Excellence Pages: 437-459 Issue: 4 Volume: 24 Year: 2021 Keywords: ship operations; knowledge application; knowledge evaluation. File-URL: http://www.inderscience.com/link.php?id=117652 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:4:p:437-459 Template-Type: ReDIF-Article 1.0 Author-Name: Kirti Pahuja Author-X-Name-First: Kirti Author-X-Name-Last: Pahuja Title: Exploring the ties between tourist engagement, emotional responses and loyalty: a case of yoga tourism Abstract: This article aims to investigate the effect of visitor engagement on their emotions and the effect of emotions on their loyalty intentions. The paper also examines the mediating effect of visitors'/tourists' emotions on the relationship between visitor engagement and loyalty intentions. The study is conducted in the context of yoga tourism. The sample of the study entails 386 tourists, visiting a popular yoga tourism destination in India. Confirmatory factor analysis and structural equation modelling have been used as the multivariate analysis techniques for analysing the data. Findings indicate that higher levels of visitor engagement significantly influence tourists' emotions which in turn affect their loyalty towards the destination. Additionally, the tourists' specific emotions fully mediate the relationship between visitor engagement and loyalty intentions. By highlighting the uniqueness of engagement-emotions relationship in yoga tourism, this study offers important theoretical and managerial insights in the area of tourism management. Journal: Int. J. of Business Excellence Pages: 519-540 Issue: 4 Volume: 24 Year: 2021 Keywords: visitor engagement; tourist emotions; loyalty intentions; yoga tourism. File-URL: http://www.inderscience.com/link.php?id=117656 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:4:p:519-540 Template-Type: ReDIF-Article 1.0 Author-Name: Robinson James Author-X-Name-First: Robinson Author-X-Name-Last: James Author-Name: Theophilus Azungah Author-X-Name-First: Theophilus Author-X-Name-Last: Azungah Title: Repatriation of academics: re-socialisation and adjustment Abstract: Despite a large and growing body of literature that has investigated the return of corporate repatriates, the repatriation of academics has not been sufficiently discussed in the literature. The literature on repatriation of corporate employees has identified several antecedent conditions that facilitate or hamper the process of repatriation adjustment and its implications for corporate organisations and repatriates. But it is not clear whether the antecedents and consequences of repatriation adjustment are the same for both corporate and academic repatriates. This study applies the extant literature on repatriation and three socialisation theories: organisational socialisation theory (OST), socialisation resources theory (SRT), and uncertainty reduction theory (URT) to identify and examine the role of organisation, individual and group in the process of adjustment and the influence of adjustment on repatriates' work engagement and retention. We particularly identified and discussed the repatriation adjustment of academic repatriates, consequences of unsuccessful adjustment and how universities and repatriates can effectively manage the repatriation transition. Journal: Int. J. of Business Excellence Pages: 178-193 Issue: 2 Volume: 25 Year: 2021 Keywords: repatriates; repatriation; adjustment; socialisation; re-socialisation; theory. File-URL: http://www.inderscience.com/link.php?id=119454 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:2:p:178-193 Template-Type: ReDIF-Article 1.0 Author-Name: Meeta Dasgupta Author-X-Name-First: Meeta Author-X-Name-Last: Dasgupta Title: Linking unlearning with learning for performance in an era of disruption Abstract: In a knowledge-based economy, it is an accepted fact that learning and innovation are important ingredients for global competitiveness. It is also true that old assumptions, beliefs, and routines need to be unlearnt and replaced. Given the exponential rate of disruption, should unlearning be valued more than learning? Insights from interviews with senior executives, from companies operating in India, have been integrated with literature. The proposed framework explores the interplay between learning and intentional and spontaneous unlearning. The study reveals that even during times of disruption learning continues to be the focus of most organisations. But the magnitude of disruption and time span within which individuals and organisations want to witness change influences the choice between intentional and spontaneous unlearning. Journal: Int. J. of Business Excellence Pages: 391-411 Issue: 3 Volume: 25 Year: 2021 Keywords: learning; unlearning; spontaneous unlearning; intentional unlearning; disruption; organisational performance. File-URL: http://www.inderscience.com/link.php?id=119455 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:3:p:391-411 Template-Type: ReDIF-Article 1.0 Author-Name: Santanu Mandal Author-X-Name-First: Santanu Author-X-Name-Last: Mandal Author-Name: Shri Vishnu Author-X-Name-First: Shri Author-X-Name-Last: Vishnu Author-Name: Maria Roshini Author-X-Name-First: Maria Author-X-Name-Last: Roshini Title: Do alliance capabilities matter in tourism dynamic capabilities development? An examination through agility and resilience lens Abstract: While existing studies on tourism have undersigned various resources and capabilities instrumental in developing tourism supply chain (SC) agility (TAGL) and resilience (TREL), the importance of alliance capabilities are yet to be addressed. Sensing this gap, our study classified alliance capabilities as alliance management, learning and integrating capabilities and explored their role in TAGL and TREL development. Perceptual responses were collected from 122 hotel and tour managers and are analysed using structural equation modelling. Results suggest alliance management and learning as prominent enablers for TAGL. Also, they suggested alliance learning and integration as key enablers for TREL. Furthermore, the results suggested alliance learning capability as a key enabler for alliance management and integration capabilities. Implications for theory and managers were also provided. The study is the foremost to address the importance of alliance capabilities in the development of tourism SC agility and resilience. Journal: Int. J. of Business Excellence Pages: 370-390 Issue: 3 Volume: 25 Year: 2021 Keywords: alliance; capability; tourism; agility; resilience; dynamic capability. File-URL: http://www.inderscience.com/link.php?id=119456 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:3:p:370-390 Template-Type: ReDIF-Article 1.0 Author-Name: Syarifa Hanoum Author-X-Name-First: Syarifa Author-X-Name-Last: Hanoum Title: Manufacturing enterprise performance using network DEA: a profitability and marketability framework Abstract: Despite providing a holistic view of a company's progress, existing performance measurement system (PMS) models report performance separately for every single measure and leaves the overall performance of the corporate untouched. The concept of vertical and horizontal alignment has been described theoretically in PMS literature. However, the existing PMSs do not provide a mechanism for how to link each organisational level in a PMS. This study aims to promote the use of network data envelopment analysis (NDEA) for measuring manufacturing enterprises' performance. NDEA can deliver a single composite index, derived from multidimensional measures, which can represent the overall manufacturing performance. An alignment concept as a prerequisite of an integrated PMS is explained using the NDEA technical properties. The proposed NDEA-based PMS is tested in a pharmaceutical company to illustrate how it works in evaluating profitability and marketability. We modify an existing profitability and marketability framework into a three-stage model: production acquisition, profit earning, and marketability, to capture the complexity in manufacturing operations. The proposed NDEA-based PMS is useful for conducting a performance review to seek the sources of inefficiency and determine improvement target. Journal: Int. J. of Business Excellence Pages: 277-299 Issue: 3 Volume: 25 Year: 2021 Keywords: performance measurement system; PMS; network data envelopment analysis; NDEA; manufacturing; profitability; marketability. File-URL: http://www.inderscience.com/link.php?id=119457 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:3:p:277-299 Template-Type: ReDIF-Article 1.0 Author-Name: Hotniar Siringoringo Author-X-Name-First: Hotniar Author-X-Name-Last: Siringoringo Author-Name: Neltje F. Katuuk Author-X-Name-First: Neltje F. Author-X-Name-Last: Katuuk Title: Interrelationships among retail customer-based brand-equity dimensions: a study from Indonesia Abstract: The objective of this study was to examine interrelationships among the dimensions of brand equity, using three validated models. A questionnaire was developed, tested for validity and reliability, and then distributed for data collection. Questionnaire was distributed to retailing consumers in Jakarta and neighbours area. In all, 411 valid questionnaires were collected out of 500 distributed, and obtained a response rate of 82.2%. The results show that perceived quality (PQ), brand awareness (BA) and brand trust (BT) affect switching behaviour (SB) significantly and directly. SB, in turn, influences brand loyalty (BL) significantly and directly. Thus, the effects of PQ, BA, and BT on BL are mediated by SB. Further, evidence was also found for the direct and significant effects of PQ, BA, and BT on BL, as well as for a direct and significant effect of BA on PQ and BT. Finally, BL affects SB significantly and directly. Journal: Int. J. of Business Excellence Pages: 56-74 Issue: 1 Volume: 25 Year: 2021 Keywords: brand equity; brand loyalty; brand trust; brand awareness; perceived quality; switching behaviour; retailing; Indonesia. File-URL: http://www.inderscience.com/link.php?id=118178 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:1:p:56-74 Template-Type: ReDIF-Article 1.0 Author-Name: Ruben Loureiro Author-X-Name-First: Ruben Author-X-Name-Last: Loureiro Author-Name: João J.M. Ferreira Author-X-Name-First: João J.M. Author-X-Name-Last: Ferreira Author-Name: Jorge Manuel Marques Simões Author-X-Name-First: Jorge Manuel Marques Author-X-Name-Last: Simões Title: Dynamic capabilities in public sector: theoretical insights and research agenda Abstract: The constant changes and daily demands of organisations lead to a need to respond to the dynamics of the external environment. In public sector organisations, political and governmental changes mean that this response is still more complex and dynamic due to the rapid change in political cycles and in the first instance dependent on the resources and skills it holds to respond to the various changes. The theme of dynamic capabilities (DCs), although it has recently demonstrated a growing interest on the part of the academy, in the scope of the public sector its applicability is still incipient. Thus, this study aims to identify, through a systematic review of the literature, the CDS in the context of public sector organisations and contribute to a broader and more systematic knowledge in this field. A survey was conducted in the Web of Science (WoS) and Scopus, and 82 documents were obtained dated between 1997 and 2018. The results point to three large dimensions around the CD in the public sector, which are: 1) innovation and entrepreneurship; 2) intellectual capital and knowledge and learning management; 3) supply chain and information technology. Journal: Int. J. of Business Excellence Pages: 233-260 Issue: 2 Volume: 25 Year: 2021 Keywords: dynamic capabilities; public sector; innovation; entrepreneurship; intellectual capital; supply chain; information technology; knowledge; learning management. File-URL: http://www.inderscience.com/link.php?id=119458 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:2:p:233-260 Template-Type: ReDIF-Article 1.0 Author-Name: Jugal Kishor Author-X-Name-First: Jugal Author-X-Name-Last: Kishor Title: Cultivating society's environmental concern through green advertising: an empirical analysis among Jaipur citizens Abstract: The current study examines the society's response toward green advertising through measuring its impact on customers' intent to act for a specific brand associated with environmental concern. The contemporary research enriches the understanding of green advertising and the role of green advertising in the development of consumers' various intent toward environmental fortification. A total of 517 dataset incorporated to examine the consumers' response toward green advertising on the ground of various variables. The hypothesised model delivers the excellent fit of the dataset and results depict that consumer shared the positive intentions toward the green advertising based on the brand image, environment concern, purchase intention, claims credibility and customer relation. This research assignment verifies the role of green advertising as its effect on the consumer in educating the green concerns of the environment. Journal: Int. J. of Business Excellence Pages: 75-96 Issue: 1 Volume: 25 Year: 2021 Keywords: green advertising; purchase intention; environmental concern; brand image; marketing. File-URL: http://www.inderscience.com/link.php?id=118179 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:1:p:75-96 Template-Type: ReDIF-Article 1.0 Author-Name: Rinki Dahiya Author-X-Name-First: Rinki Author-X-Name-Last: Dahiya Title: Refusing to forgive is your own loss: relationship between forgiveness and employee happiness Abstract: The objective of the present study is to examine the association between forgiveness at work and employee happiness along with the moderating influence of gender. The cross-sectional survey was administered on a sample of 357 employees working in the Indian organisations (North India) and analysed with hierarchical regression analysis. Results showed that forgiveness at work is positively associated with employee happiness. Further, findings highlighted that female gender moderates the association between forgiveness and happiness in comparison to the male gender. These findings make a theoretical contribution to the literature of workplace forgiveness, happiness at work (HAW) and suggest useful managerial implications for boosting and nurturing employee well-being. Journal: Int. J. of Business Excellence Pages: 261-276 Issue: 2 Volume: 25 Year: 2021 Keywords: forgiveness at work; gender; positive organisational behaviour; POB; employee happiness; employee well-being. File-URL: http://www.inderscience.com/link.php?id=119459 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:2:p:261-276 Template-Type: ReDIF-Article 1.0 Author-Name: Majid Mohammad Shafiee Author-X-Name-First: Majid Mohammad Author-X-Name-Last: Shafiee Author-Name: Arash Shahin Author-X-Name-First: Arash Author-X-Name-Last: Shahin Title: How can green marketing lead to customer trust and green intention? Evidences from the automobile industry Abstract: Today, the environment and its protection have become critically important for business excellence. Since automobile companies can have a significant impact on the improvement of energy consumption and environmental protection, the aim of this study is to evaluate green marketing in the automobile industry and its impact on customer trust. For this purpose, a questionnaire has been developed and used for data collection. The variables of green marketing included price, product, promotion, and place and the variables of customer trust included competency, benevolence, and honesty. Findings indicated a positive and significant influence of green marketing on customer trust and green purchase intention. Among the elements of marketing mix, price had the strongest influence on customer trust and green purchase intention; and among the customer trust variables, honesty had the strongest influence on customer green purchase intention. Journal: Int. J. of Business Excellence Pages: 97-109 Issue: 1 Volume: 25 Year: 2021 Keywords: customer trust; green marketing; green purchase intention; green consumer; environmental effect; automobile industry. File-URL: http://www.inderscience.com/link.php?id=118180 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:1:p:97-109 Template-Type: ReDIF-Article 1.0 Author-Name: John Miles Touya Author-X-Name-First: John Miles Author-X-Name-Last: Touya Author-Name: Gina Pipoli Author-X-Name-First: Gina Author-X-Name-Last: Pipoli Author-Name: Carmen Padilla Lozano Author-X-Name-First: Carmen Padilla Author-X-Name-Last: Lozano Author-Name: Natalia Mandirola Author-X-Name-First: Natalia Author-X-Name-Last: Mandirola Title: Structured management practices and the improvement of business outcomes. The case of Argentina, Ecuador, Peru, and Uruguay Abstract: The role of management practices for the company's success has been highlighted by academics. But most evidence, especially in developing countries, has been anecdotal or based on case studies. This study explores the impact of structured management practices on company outcomes in Latin America. Senior executives across 159 Argentine, Ecuadorian, Peruvian and Uruguayan companies where interviewed. Data was collected on the implementation of structured management practices and business outcomes. Evidence suggests that, regardless of the country, company's and executive's characteristics, the structured management practices related to continuous improvement and innovation are those that have the greatest impact on improving company's key outcomes, particularly revenues, profitability, and growth. This paper makes a significant contribution to the 'management as a technology' approach by incorporating evidence obtained from Argentina, Ecuador, Peru, and Uruguay. Will benefit Latin American policymakers by suggesting which management practice should be promoted to increase the productivity of firms. Journal: Int. J. of Business Excellence Pages: 137-161 Issue: 2 Volume: 25 Year: 2021 Keywords: management practices; business outcomes; Uruguay; Argentina; Peru; Ecuador. File-URL: http://www.inderscience.com/link.php?id=119460 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:2:p:137-161 Template-Type: ReDIF-Article 1.0 Author-Name: Paula Rodrigues Author-X-Name-First: Paula Author-X-Name-Last: Rodrigues Author-Name: Ana Pinto Borges Author-X-Name-First: Ana Pinto Author-X-Name-Last: Borges Author-Name: Elvira Vieira Author-X-Name-First: Elvira Author-X-Name-Last: Vieira Title: The mediating role of brand experience in a mid-sized city Abstract: Increasing the attractiveness of mid-sized cities is a cross-cutting challenge within the context of the European Union, and specifically for Portugal. In this sense, we evaluate the mediating effect of brand experience between the brand personality and brand attitude applied to the city of Guimarães. A survey was conducted to the tourists and 234 useable answers were collected. Results indicate that the tourists only perceive the sincerity inside the destination brand personality dimension and this influences the brand experience and consequently affects brand attitude. The mediator effect was also verified. A destination with these characteristics must create a familiar and happy environment. It should promote good experiences in terms of, feelings, emotions and positive thinking that will influence the brand attitude. Hence, the tourists will give a good feedback with their experience and could increase their loyalty towards the destination, thus increasing the probability of repeating the visit and recommending the city. Journal: Int. J. of Business Excellence Pages: 110-135 Issue: 1 Volume: 25 Year: 2021 Keywords: destination brand personality; DBP; brand attitude; city branding; consumer behaviour; brand experience; tourism management. File-URL: http://www.inderscience.com/link.php?id=118181 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:1:p:110-135 Template-Type: ReDIF-Article 1.0 Author-Name: Andras Takacs Author-X-Name-First: Andras Author-X-Name-Last: Takacs Title: Differences in stock price drivers in case of global manufacturing and servicing companies Abstract: This study investigates how net asset value per share (size), discounted earnings per share (profit-generating potential), and brand value per share (market acceptance) affect stock prices in case of global manufacturing and non-manufacturing companies. Eight regression models are designed and tested on a database of 132 company years in order to discover potential differences in investor reactions. Test results indicate that the relevance of financial indicators (size and profitability) on the stock price as well as investor reaction times vary for manufacturing and non-manufacturing firms. However, brand value per share, as an indicator of market acceptance, is a significant predictor of the share price for both company types with a relatively short reaction time by investors. These empirical findings may be useful for managers to find out which dimensions of performance should be managed in order to improve the market capitalisation of the firm. Journal: Int. J. of Business Excellence Pages: 320-333 Issue: 3 Volume: 25 Year: 2021 Keywords: financial indicators; net asset value; discounted earnings; brand value; explanatory power; manufacturing companies; non-manufacturing companies. File-URL: http://www.inderscience.com/link.php?id=119461 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:3:p:320-333 Template-Type: ReDIF-Article 1.0 Author-Name: Christabel Odame Author-X-Name-First: Christabel Author-X-Name-Last: Odame Author-Name: Mrinalini Pandey Author-X-Name-First: Mrinalini Author-X-Name-Last: Pandey Author-Name: Pramod Pathak Author-X-Name-First: Pramod Author-X-Name-Last: Pathak Title: The effect of emotional intelligence on team cohesion Abstract: A 'star performer', needs to possess both technical and emotional capabilities. Therefore, this present study focused on finding the effect of emotional intelligence (EI) on team cohesion (TC) amongst engineering students in India. It further examined whether demographic factors moderate the effect of EI on TC. Using purposive sampling method, the study used a sample of 110 first year industrial engineering management (IEM) students to test the proposed hypotheses. Based on a simple linear regression analysis, the study revealed a significant relationship between EI and TC. However, when the demographic factors moderated the effect of EI on TC, the results was positive but statistically insignificant. These findings offer insights into how to deal with individual differences and how team mates could easily get along. The study concluded that EI adds and supports the theory of the effect of EI on TC amongst engineering students. Journal: Int. J. of Business Excellence Pages: 300-319 Issue: 3 Volume: 25 Year: 2021 Keywords: emotional intelligence; EI; team cohesion; TC; engineering students; gender; age; family income. File-URL: http://www.inderscience.com/link.php?id=119462 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:3:p:300-319 Template-Type: ReDIF-Article 1.0 Author-Name: Jane Weyers Author-X-Name-First: Jane Author-X-Name-Last: Weyers Author-Name: Amy Wong Author-X-Name-First: Amy Author-X-Name-Last: Wong Title: Factors leading to global virtual team success Abstract: Virtual teamwork has become an increasingly popular way of working within and between global organisations. This study examined team members' perceptions of trust, team communication, information sharing, cultural diversity and their relationships with global virtual team success. Data was collected from 122 respondents via an online survey. The findings showed that the best predictor of global virtual team success is trust, followed by information sharing. An analysis of the qualitative data collected from the survey reinforced the importance of trust and information sharing as important predictors of virtual team success. The findings highlight important insights for managers and leaders of global virtual teams. Further discussion and implications are provided. Journal: Int. J. of Business Excellence Pages: 502-518 Issue: 4 Volume: 24 Year: 2021 Keywords: virtual teams; trust; communication; information sharing; cultural diversity. File-URL: http://www.inderscience.com/link.php?id=117671 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:4:p:502-518 Template-Type: ReDIF-Article 1.0 Author-Name: V.J. Sivakumar Author-X-Name-First: V.J. Author-X-Name-Last: Sivakumar Author-Name: B. Issac Johny Rajadurai Author-X-Name-First: B. Issac Johny Author-X-Name-Last: Rajadurai Title: Exploring the role of experience, experience intensification on autobiographical memory and nostalgia and behavioural intention - a theory driven approach Abstract: The objective of the research work is analysing post consumption evaluations and influences of experience intensification, memory and nostalgia experience and behavioural intention in theme park research. By the theory driven approach, this study explores the consumers' overall experience and experience intensification on their memory, nostalgia, and behavioural intention. Samples have been collected from 355 theme park visitors from Tamil Nadu. Structural equation modelling and process macros were used for testing the hypothesis. The findings confirmed that the consumers' overall experience positively influences experience intensification; experience intensification has a positive effect on memory and nostalgia; and both consumers overall experience and experience intensification influence behavioural intention. Conclusions of the study provide valuable insights to the practitioners. Suggestions for future research work are also given. Journal: Int. J. of Business Excellence Pages: 162-177 Issue: 2 Volume: 25 Year: 2021 Keywords: nostalgia; customer memory; experience intensification; customer experience. File-URL: http://www.inderscience.com/link.php?id=119463 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:2:p:162-177 Template-Type: ReDIF-Article 1.0 Author-Name: Javad Shahreki Author-X-Name-First: Javad Author-X-Name-Last: Shahreki Author-Name: Jaya Ganesan Author-X-Name-First: Jaya Author-X-Name-Last: Ganesan Author-Name: Thanh-Thuy Nguyen Author-X-Name-First: Thanh-Thuy Author-X-Name-Last: Nguyen Title: The relationship between personality traits and individual performance: a case study in Malaysian hotel industry Abstract: Performance management is an essential factor for the continued success of any organisation. A good individual performance leads to good organisational performance and success, or vice-versa it could lead to unfavourable stress and tension for employees and poor performance of the organisation. In the hotel industry particularly, positive personality traits in general managers (GMs) and assistant general managers (asst. GMs) performance can improve the performance of employees and hotel. Therefore, investigating the relationship between personality traits and individual performance is highly concern of current researches. This study aims to investigate the relationships between GM and asst. GM of the hotel industry in Malaysia by conducting interviews on personality traits and individual performance. Among five personality traits, which are openness to experience, conscientiousness, agreeableness, extraversion, and neuroticism, the findings revealed that conscientiousness and agreeableness are the most significant ones in GM and asst. GM performance. The study also discusses further on the individual performance of GM and asst. GM as well as the personality traits characteristics. Journal: Int. J. of Business Excellence Pages: 101-124 Issue: 1 Volume: 24 Year: 2021 Keywords: personality traits; individual performance; hospitality and tourism sector; Malaysia. File-URL: http://www.inderscience.com/link.php?id=115368 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:1:p:101-124 Template-Type: ReDIF-Article 1.0 Author-Name: Shih Yung Chou Author-X-Name-First: Shih Yung Author-X-Name-Last: Chou Author-Name: Katelin Barron Author-X-Name-First: Katelin Author-X-Name-Last: Barron Author-Name: Charles Ramser Author-X-Name-First: Charles Author-X-Name-Last: Ramser Author-Name: Joseph A. Smalley Author-X-Name-First: Joseph A. Author-X-Name-Last: Smalley Title: Incorporating organisational citizenship behaviours into business process reengineering: a theoretical model Abstract: Due to increased competition, organisations have long been recognising the impact of business process reengineering (BPR) on organisational performance. Existing research in BPR, however, has predominantly focused on the use of formal organisational processes and systems to enhance organisational performance. Such a focus may fall short of explaining the effect of employee discretionary behaviours on BPR. Thus, the primary purpose of this article is to discuss how organisational citizenship behaviours (OCBs) help facilitate BPR. Using the eight-stage BPR proposed by prior research, this article further proposes that each of the OCB dimensions serves as a unique critical success factor in facilitating each of the eight stages of BPR. From a theoretical standpoint, this article provides a theoretical framework for future research attempting to understand why certain BPR efforts are successful while others fail. Practically, this article provides managers with recommendations for improving BPR through employee OCBs. Journal: Int. J. of Business Excellence Pages: 21-35 Issue: 1 Volume: 25 Year: 2021 Keywords: business process reengineering; BPR; organisational citizenship behaviours; OCBs; business process; organisational performance. File-URL: http://www.inderscience.com/link.php?id=118184 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:1:p:21-35 Template-Type: ReDIF-Article 1.0 Author-Name: Abdullah Ahmed Al Daas Author-X-Name-First: Abdullah Ahmed Al Author-X-Name-Last: Daas Author-Name: Moid U. Ahmad Author-X-Name-First: Moid U. Author-X-Name-Last: Ahmad Author-Name: Rashed M. Salemeh Author-X-Name-First: Rashed M. Author-X-Name-Last: Salemeh Title: Risk analysis in banks: a comparison of Islamic and conventional banks in Jordan Abstract: Islamic banks are different from conventional banks considering funding types, financing costs and the operational processes. It also differs in compliance and risk management processes. Thus, hybrid economic systems are a challenge for central banks as well as financial institutions. The research paper is focused on comparative risk assessment amongst Islamic and conventional banks in Jordan. With a focus on credit risk, operational risk, bank size and CAMEL framework, the study uses panel data for the period 2012-2017 for 13 conventional banks and three Islamic banks. The study found Islamic banks to be better managed in terms of risk management rather than conventional banks and operational risk was found to be best fitted to analyse performance of a bank. Also, a vector auto regression system at an optimum lag of four was found to be best suited to model performance of a bank based on credit risk, operational risk and size. Journal: Int. J. of Business Excellence Pages: 219-232 Issue: 2 Volume: 25 Year: 2021 Keywords: risk analysis; liquidity risk; credit risk; operational risk; Islamic banks; CAMEL framework; Jordan. File-URL: http://www.inderscience.com/link.php?id=119464 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:2:p:219-232 Template-Type: ReDIF-Article 1.0 Author-Name: Debarun Chakraborty Author-X-Name-First: Debarun Author-X-Name-Last: Chakraborty Title: Elements impacting the adoption of m-app among the travel companies in India Abstract: Nowadays, adoption of various mobile apps through smartphone is a common practice. Throughout the world, smartphone users are exposed to various apps. The purpose of the study is to find the factors impacting when the consumers are adopting the mobile apps amongst various travel organisations. Simple random sampling has been used to collect the samples from all the four metro cities of India. One hundred eighty-two responses have been collected from various areas of Delhi, Kolkata, Mumbai and Chennai. Multiple regression analysis has been used to conduct the study through SPSS v. 21. The findings of the study revealed that technological, organisational, environmental, perceived cost and perceived trust significantly affected the adoption of mobile applications by tourism organisations in India. Journal: Int. J. of Business Excellence Pages: 68-83 Issue: 1 Volume: 24 Year: 2021 Keywords: m-app; travel companies; adoption; cost; trust; India. File-URL: http://www.inderscience.com/link.php?id=115369 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:1:p:68-83 Template-Type: ReDIF-Article 1.0 Author-Name: Alok Acharya Author-X-Name-First: Alok Author-X-Name-Last: Acharya Author-Name: Zillur Rahman Author-X-Name-First: Zillur Author-X-Name-Last: Rahman Title: Development and validation of a scale for measuring city image Abstract: This paper seeks to advance a valid and reliable scale for measuring the city image of Jaipur (India) from the perspective of foreign tourists especially travelled for leisure purpose. This instrument was designed in two stages. The first stage included a comprehensive literature review and qualitative interviews with academics and city administrators. The second stage involved a survey of 271 international tourists and use of quantitative techniques (i.e., EFA, CFA and SEM). The predictive validity of the proposed scale with respect to tourists' satisfaction was also analysed using SEM and it positively predicted satisfaction. The proposed scale comprised three cognitive and one affective factor with 13 items. This is a first study to propose a scale of city image in Indian context and also makes a distinctive effort to develop a scale especially focussed on foreign leisure tourists. Thus contributes significantly to existing literature. Journal: Int. J. of Business Excellence Pages: 345-369 Issue: 3 Volume: 25 Year: 2021 Keywords: city image; scale development; tourism research; city branding. File-URL: http://www.inderscience.com/link.php?id=119465 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:3:p:345-369 Template-Type: ReDIF-Article 1.0 Author-Name: Arvind Kumar Author-X-Name-First: Arvind Author-X-Name-Last: Kumar Title: Sources entrusted by the economically poor: evidences from India, the largest poor consumer base in the world Abstract: With a market value of US$570.1 billion, fast moving consumer goods (FMCGs) industry is propounded to be the world's fourth largest industry and a very significant part of its rank comes from the consumptions made by the poor. The poor, by necessity, spend a substantial part of their income on FMCGs and their population is a better half of the world's population. It evokes the poor as a significant market for the FMCGs but still the purchase behaviour of the poor for FMCGs still stands at a very nascent stage, especially in developing countries' context. Present research bridges the gap on one of the largely untouched but a very important aspect of consumer behaviour of the poor. Specifically, it evaluates sources of product information entrusted by the poor for their FMCGs purchases in the context of India, a developing country domiciling the world's largest part of poor inhabitants. It interviews 360 poor (below poverty line) families of Delhi, India through multi-stage cluster sampling and reveals that the poor in Delhi, India entrusts TV and their families as the main marketer dominated and non-marketer dominated sources for their FMCG purchases respectively. Journal: Int. J. of Business Excellence Pages: 84-100 Issue: 1 Volume: 24 Year: 2021 Keywords: fast moving consumer goods; FMCGs; economically poor; marketer dominated sources; non-marketer dominated sources; India. File-URL: http://www.inderscience.com/link.php?id=115370 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:1:p:84-100 Template-Type: ReDIF-Article 1.0 Author-Name: Ejaz Aslam Author-X-Name-First: Ejaz Author-X-Name-Last: Aslam Author-Name: Razali Haron Author-X-Name-First: Razali Author-X-Name-Last: Haron Author-Name: Salman Ahmad Author-X-Name-First: Salman Author-X-Name-Last: Ahmad Title: A comparative analysis of the performance of Islamic and conventional banks: does corporate governance matter? Abstract: The purpose of this study is to investigate the impact of corporate governance (CG) internal structure on the performance of Islamic and conventional banking system in Pakistan. To account for the problem of heteroscedasticity, this study used GLS estimation technique by using a sample of five fully fledged Islamic and 15 conventional banks for the period from 2006 to 2015. The study finds that board size and its composition largely contribute to the Islamic and conventional banking performance. However, board committees have an insignificant relationship with the performance of conventional and Islamic banks that demands further investigation into the structure and powers of the board committees. In short, this study provides evidence that corporate governance does matter for the performance of Islamic and conventional banking. The current findings are useful for the policymakers and regulators to improve the existing governance structure for achieving better performance in the financial sector. Journal: Int. J. of Business Excellence Pages: 53-67 Issue: 1 Volume: 24 Year: 2021 Keywords: corporate governance; Islamic and conventional banks; operational performance; financial performance; stock performance; generalise least square; GLS. File-URL: http://www.inderscience.com/link.php?id=115371 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:1:p:53-67 Template-Type: ReDIF-Article 1.0 Author-Name: Qian Long Kweh Author-X-Name-First: Qian Long Author-X-Name-Last: Kweh Author-Name: Irene Wei Kiong Ting Author-X-Name-First: Irene Wei Kiong Author-X-Name-Last: Ting Author-Name: Noor Azlinna Azizan Author-X-Name-First: Noor Azlinna Author-X-Name-Last: Azizan Author-Name: Norazlin Ahmad Author-X-Name-First: Norazlin Author-X-Name-Last: Ahmad Title: Political connections and cash holdings in financially constrained firms: evidence from top 500 firms in Malaysia Abstract: This study examined the association between political connections and corporate cash holdings, with a focus on financially-constrained firms. Using a unique dataset of the top 500 publicly listed firms in Malaysia as determined by market capitalisation for the years 2001-2004, this study measured political connections based on informal ties and government supports. The empirical results of this study show that firms with financial constraints have a lower level of cash holdings, while politically connected firms hold more cash. However, politically connected firms with financial constraints hold more cash. Taken together, this study shows that financially constrained firms are relatively conservative in their cash holdings when they are politically connected even though they are generally perceived as risky by investors, consistent with precautionary motives. The outcome of this study should prove useful in assessing the potential economic consequences to the business environment of politically connected firms, especially in shaping corporate policy. Journal: Int. J. of Business Excellence Pages: 125-141 Issue: 1 Volume: 24 Year: 2021 Keywords: cash holdings; political connections; financial constraint; publicly listed firms; Malaysia. File-URL: http://www.inderscience.com/link.php?id=115372 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:1:p:125-141 Template-Type: ReDIF-Article 1.0 Author-Name: Nadhim Hasan Author-X-Name-First: Nadhim Author-X-Name-Last: Hasan Title: Potential use of productivity accounting for measuring changes in profits and losses performance of companies: an applied study on the general company of fertiliser industry in Southern Iraq/Basra Abstract: Interest and investigation are increasingly directed towards the subject of productivity in all countries at all levels because raising the rate of productivity is an integral goal. It is a clear indicator of the economic progress, and ultimately, the national income increase that nations seek to achieve. It is therefore necessary that research and studies about how to increase productivity be in the lead as increasing productivity is the primary aim of any economic activity and it is always considered to determine and evaluate the degree of utilising materials and human resources to achieve economic efficiency. Therefore, it is the job of accounting to play an important role in the domain of productivity by offering a group of productivity-related accounting indices, then analysing the variables of productivity and explaining their impact on the company profitability. These indices can also be used to evaluate company performance. The researcher reached to various conclusions and enumerated recommendations that are expected to be applied by the company under study on behalf of the public interest. Journal: Int. J. of Business Excellence Pages: 194-218 Issue: 2 Volume: 25 Year: 2021 Keywords: productivity; performance of companies; Iraq. File-URL: http://www.inderscience.com/link.php?id=119469 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:2:p:194-218 Template-Type: ReDIF-Article 1.0 Author-Name: Taghrid S. Suifan Author-X-Name-First: Taghrid S. Author-X-Name-Last: Suifan Author-Name: Rateb J. Sweis Author-X-Name-First: Rateb J. Author-X-Name-Last: Sweis Author-Name: Niveen M. Alsayyed Author-X-Name-First: Niveen M. Author-X-Name-Last: Alsayyed Author-Name: Basheer A. Kilani Author-X-Name-First: Basheer A. Author-X-Name-Last: Kilani Author-Name: Majed M. Juaid Author-X-Name-First: Majed M. Author-X-Name-Last: Juaid Title: Organisational justice and job engagement predicating work performance Abstract: This paper aims to determine the predicating roles that organisational justice and job engagement in the workplace play in improving work performance. The study utilised a mixed methodology that encompassed factor analysis, and analysis of variance using simple and multiple regressions aiming to test the research hypotheses and to explore the nature of relationship among the research variables. This study's findings reveal that both job engagement and organisational justice have a significant positive effect on work performance. They also show that both organisational justice and job engagement establish employees' work performance and that job engagement significantly mediates the effect of justice on the employee's performance level. The chosen sample of 328 employees was markedly small to be considered an accurate representation of the entire airline industry in Jordan. In addition, because the items in the survey questionnaire were fixed, some important pieces of information might not have been captured for analysis. Journal: Int. J. of Business Excellence Pages: 1-23 Issue: 1 Volume: 24 Year: 2021 Keywords: organisational justice; work performance; job engagement; job satisfaction; competitive advantage; organisational citizenship behaviour; organisational support; Jordan airlines industry. File-URL: http://www.inderscience.com/link.php?id=115376 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:1:p:1-23 Template-Type: ReDIF-Article 1.0 Author-Name: Jalil Ibrahim Salih Author-X-Name-First: Jalil Ibrahim Author-X-Name-Last: Salih Title: The importance of applying impairment of fixed assets standards and the obstacles that limit its application: field study on industrial companies operating in Basra Abstract: Accounting thought has only been concerned with the impairment of fixed assets in the early 1990s as there was lack of awareness and knowledge of the phenomenon before, with the calculated depreciation premium of the fixed asset considered to be sufficient to cover the shortfall in asset value as a result of its frequent use. This research aims to identify the extent to which industrial companies operating in Basra governorate apply the accounting standard no. 36 related to the fixed assets' impairment as well as to identify the obstacles and challenges that limit the application of such standard related to the fixed assets' impairment by operating companies in Basra. To achieve the goals of the study, a pilot sample was conducted where 102 questionnaires were distributed, among which 86 were returned, acquiring a response rate of 84%. The pilot study included employees working in industrial companies operating in Basra, Iraq. The study revealed a group of results, the most important of which is that industrial companies operating in Basra do not apply the accounting standard no. 36 related to the fixed assets impairment. Journal: Int. J. of Business Excellence Pages: 334-344 Issue: 3 Volume: 25 Year: 2021 Keywords: fixed assets; industrial companies; accounting standard; obstacles; industrial companies; Basra. File-URL: http://www.inderscience.com/link.php?id=119474 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:3:p:334-344 Template-Type: ReDIF-Article 1.0 Author-Name: Santosh Kumar Pattanayak Author-X-Name-First: Santosh Kumar Author-X-Name-Last: Pattanayak Author-Name: Supriyo Roy Author-X-Name-First: Supriyo Author-X-Name-Last: Roy Author-Name: Biswajit Satpathy Author-X-Name-First: Biswajit Author-X-Name-Last: Satpathy Title: Strategic alliance between business processes and enterprise resource planning towards performances: an empirical study Abstract: In the era of Industry 4.0, business firms are facing more and more competitive environment than ever before. Success here is no longer a matter of analysing only the individual firm, but chain of firms. Instead of new start, firms are now exploring new ways to integrate business processes under information-based systems so as to make best return from the market. But integration in any business is critical as well as complex. Here, an attempt has been made to propose a model featuring business process integration and hypothesise constructs that significantly impact firm performance under information systems application. Primary data are collected through questionnaire and the relationship proposed is tested by developing structural equation modelling. Considering scenario of Indian business where integrated business processes are still in nascent stage; survey results highlight empirical evidence of beneficial impact of strategic alliance in between business process and enterprise resource planning towards performances. Journal: Int. J. of Business Excellence Pages: 24-52 Issue: 1 Volume: 24 Year: 2021 Keywords: business processes; enterprise resource planning; firm performance; survey research; structural equation modelling. File-URL: http://www.inderscience.com/link.php?id=115385 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:24:y:2021:i:1:p:24-52 Template-Type: ReDIF-Article 1.0 Author-Name: Fatemeh Haghverdi Zadeh Author-X-Name-First: Fatemeh Haghverdi Author-X-Name-Last: Zadeh Author-Name: Ali Kazemi Author-X-Name-First: Ali Author-X-Name-Last: Kazemi Author-Name: Azarnoush Ansari Author-X-Name-First: Azarnoush Author-X-Name-Last: Ansari Title: Identification and recognition of the factors affecting brand skill (case study of Iran Mines and Mining Industries' Development and Renovation Organization) Abstract: Consumers' perception of the skill acquired as a result of using goods and services depends to a great extent on the value created by the organisation. The ability of organisations in creating value is not just relied on their tangible assets, but the use of intangible assets creates their main power of value creation, among which brand is one of the most valuable assets that its consideration and management leads to achieving a positive viewpoint in the minds of customers. The present study aims to identify the factors affecting brand skill. This study was conducted using qualitative method through semi structured interviews with 18 managers and experts active in IMIDRO. The data obtained from the interviews were analysed by theme analysis method and finally, the factors affecting brand skill were identified in the form of four main themes of causal factors, underlying factors, features and outcomes. Journal: Int. J. of Business Excellence Pages: 36-55 Issue: 1 Volume: 25 Year: 2021 Keywords: brand; brand skill; steel industry; Iran. File-URL: http://www.inderscience.com/link.php?id=118204 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:1:p:36-55 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammed Hariri Bakri Author-X-Name-First: Mohammed Hariri Author-X-Name-Last: Bakri Author-Name: Lim Pei Sian Author-X-Name-First: Lim Pei Author-X-Name-Last: Sian Author-Name: Nurul Fadly Habidin Author-X-Name-First: Nurul Fadly Author-X-Name-Last: Habidin Author-Name: Nor Azah Abdul Aziz Author-X-Name-First: Nor Azah Abdul Author-X-Name-Last: Aziz Author-Name: Nor Ratna Masrom Author-X-Name-First: Nor Ratna Author-X-Name-Last: Masrom Title: Determinants affecting customer perceived e-service quality towards e-retailing shopping site in Malaysia Abstract: In the current new era of digital, e-commerce platform has been growing rapidly. Thus, this research aimed to study the determinants affecting customer perceived e-service quality (PeSQ) towards e-retailing shopping site in Malaysia and to examine the most significant determinants of e-service quality towards customer PeSQ from e-retailing shopping site in Malaysia. In order to study this, the researchers have selected 384 respondents as sample using Google Form questionnaire distributed online. For the finding analysis, the researcher used SPSS software with explanatory factor analysis test of the data. It depicted that there were exactly five factors extracted in the research. Multiple regression tests were used to find the most significant factor. The results showed that privacy as the most significant predictor but reliability was not significant in the research. Journal: Int. J. of Business Excellence Pages: 491-514 Issue: 4 Volume: 25 Year: 2021 Keywords: e-retailing; e service quality; customer perception; shopping site; Malaysia. File-URL: http://www.inderscience.com/link.php?id=119752 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:4:p:491-514 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammed T. Nuseir Author-X-Name-First: Mohammed T. Author-X-Name-Last: Nuseir Title: Assessing the impact of brand equity and customer experience on brand loyalty in the United Arab Emirates' hotel industry Abstract: Contributing to the existing literature regarding the hotel industry of the United Arab Emirates, this research study aimed to assess the impact of brand equity and the quality of customer experience on brand loyalty. In particular, the study examined the relationship between brand equity and the quality of customers' experiences with some of the prominent players in the hotel industry of the United Arab Emirates. The sample for the study included a total of 694 participants. Five hotel chains were included in the data collection: Atlantis, The Palm, Movenpick Hotel, Sheraton Hotel, Crowne Plaza Hotel, and Hotel Ibis. Study findings revealed a significant impact of the brand equity and customer experience on the development of brand loyalty among consumers. Journal: Int. J. of Business Excellence Pages: 459-473 Issue: 4 Volume: 25 Year: 2021 Keywords: brand equity; brand loyalty; customer experience; hotel industry; increasing business competition; United Arab Emirates. File-URL: http://www.inderscience.com/link.php?id=119753 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:4:p:459-473 Template-Type: ReDIF-Article 1.0 Author-Name: Ananya Rajagopal Author-X-Name-First: Ananya Author-X-Name-Last: Rajagopal Author-Name: Fernando A. Moya Davila Author-X-Name-First: Fernando A. Moya Author-X-Name-Last: Davila Title: Impact of leadership on decision-making in start-up enterprises: qualitative perspectives to organisational performance Abstract: This study focuses on analysing decision-making process of entrepreneurial leaders to determine organisational performance in SUEs. Decision-making process of entrepreneurial leaders in reference to internal and external organisational performance, leadership patterns, work culture, and market competitiveness of SUEs have been critically examined in the study. This study has been conducted using qualitative research method, by applying in-depth interviews to the entrepreneurial leaders of 32 start-up enterprises within metropolitan area of Mexico City. Content analysis was done to summarise the open-ended questions using software NVivo version 11. The study revealed that collective decision-making is a good approach as compared to a leader-driven top-down decision-making practice. Most SUEs have individualistic decision-making process, which is largely power centred, that creates distance within inter- and intra-organisational players. This study contributes to the existing literature by analysing the impact of leadership patterns on decision-making for achieving organisational performance in the region. Journal: Int. J. of Business Excellence Pages: 432-458 Issue: 4 Volume: 25 Year: 2021 Keywords: decision-making; leadership; organisational performance; start-up enterprises. File-URL: http://www.inderscience.com/link.php?id=119754 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:4:p:432-458 Template-Type: ReDIF-Article 1.0 Author-Name: Pradip Kumar Mitra Author-X-Name-First: Pradip Kumar Author-X-Name-Last: Mitra Author-Name: Edward Mascarenhas Author-X-Name-First: Edward Author-X-Name-Last: Mascarenhas Title: Optimal portfolio using volatility anomaly concept and Sharpe optimisation technique Abstract: Risk aversion is the basic nature of any investor so avoidance of any risky instruments in their investment portfolios becomes inevitable. Equity, the riskiest instrument is normally not preferred by the risk-averse investors. An optimal portfolio with low volatile stocks with a better return than a portfolio with more risky stocks can bring a solution to risk-averse investors. The paper attempts to derive an optimal portfolio using Sharpe's optimisation process with a sample of 30 stocks listed in the BSE low volatility index developed on the theme of volatility anomaly. The paper finds seven such stocks which can be considered for creating a low-risk portfolio out of the 28 stocks with the higher excess return to beta ratio and also derives the allocation of investment. Results suggest that even with lower risk the portfolio could outperform the riskier benchmarking index. Journal: Int. J. of Business Excellence Pages: 474-490 Issue: 4 Volume: 25 Year: 2021 Keywords: risk-averse; risk-aversion; optimal portfolio; volatility anomaly; Sharpe's optimisation model; BSE low volatility index; risk return trade-off; Markowitz model; Sharpe single index model; excess return to beta. File-URL: http://www.inderscience.com/link.php?id=119755 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:4:p:474-490 Template-Type: ReDIF-Article 1.0 Author-Name: Santosh Satyanarayan Baheti Author-X-Name-First: Santosh Satyanarayan Author-X-Name-Last: Baheti Author-Name: Usha Lenka Author-X-Name-First: Usha Author-X-Name-Last: Lenka Title: Scientometric evaluation of International Journal of Business Excellence (2008-2019) Abstract: <i>International Journal of Business Excellence (IJBEX)</i> is a journal in the field of business, management, and accounting, which was founded in 2008. This paper provides a comprehensive scientometric overview of the journal and 536 publications from 2008 to 10 September 2019. A total of 536 articles published were carefully reviewed and subjected to scientometric data analysis techniques. The study focuses on publishing trend, citation analysis, co-occurrence analysis, authorship pattern, nature of articles, statistical tools and techniques adopted in research, institutional collaboration of authors, influential authors, influential articles, and industry-wise analysis. The number of articles being published in <i>International Journal of Business Excellence</i> has shown an upward trend. Authors from 60 countries contributed for the growth of literature. The study has also emphasised on research articles on creativity and innovation domain in the organisational context. The study shows that 40.85% of the total articles were contributed by Indian authors and 16% of the total studies were contributed by Centrally Funded Technical Institutes from India. Journal: Int. J. of Business Excellence Pages: 515-548 Issue: 4 Volume: 25 Year: 2021 Keywords: scientometric analysis; citation analysis; business excellence. File-URL: http://www.inderscience.com/link.php?id=119756 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:4:p:515-548 Template-Type: ReDIF-Article 1.0 Author-Name: Somayeh Salehi Author-X-Name-First: Somayeh Author-X-Name-Last: Salehi Author-Name: Ali Sanayei Author-X-Name-First: Ali Author-X-Name-Last: Sanayei Author-Name: Negar Sammaknejad Author-X-Name-First: Negar Author-X-Name-Last: Sammaknejad Author-Name: Ali Kazemi Author-X-Name-First: Ali Author-X-Name-Last: Kazemi Title: Application of eye-tracking in assessing the role of mediator variable (brand awareness) in the relation between packaging elements and customers' choice Abstract: The objective of this study is to assess the packaging elements that affect customers' choices through an indirect tool (SMI RED250). The focus here is to find which elements of the packaging affect consumers' choices in selecting the exposed product. Two tasks relating to a restaurant and health clinic were introduced and distributed to the participants in a random manner. In these two tasks, the participants were instructed to choose among five brands of Camel-Doogh for consumption in a restaurant or health clinic. The statistical sample consisted of 30 students and staff members from the University of Shahid Beheshti in Tehran, Iran, in running the experiment. The eye-tracker measured the participants' visual attention regarding these tasks. Measuring the level of attention and determining which packaging elements contribute to product selection can lead to more success in marketing a new product to the target market. The obtained results indicate that in the restaurant task, only the visual elements had a significant positive correlation with the individual's choice. In the health clinic task, the visual elements led directly to product selection, and verbal elements led indirectly to product selection through brand awareness. Journal: Int. J. of Business Excellence Pages: 1-20 Issue: 1 Volume: 25 Year: 2021 Keywords: neuromarketing; eye-tracking; packaging; fixation time; verbal elements; visual elements. File-URL: http://www.inderscience.com/link.php?id=118221 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:1:p:1-20 Template-Type: ReDIF-Article 1.0 Author-Name: Vinoth Muthulingam Author-X-Name-First: Vinoth Author-X-Name-Last: Muthulingam Author-Name: K. Sanathana Lakshmi Author-X-Name-First: K. Sanathana Author-X-Name-Last: Lakshmi Title: IBB model for barcode printers market in India: purchase manager's perspective Abstract: Over the past few decades, the growth of printing market, especially barcode printing has been growing at a rapid rate due to the ever-growing demand. The booming retail sector and the rise in the demand for the point of sales are two factors which drive the barcode printer market. The buying behaviour theory in the barcode printing industry is investigated in detail by conducting questionnaire and performing analysis. The questionnaire is prepared by categorically classifying the factors into four parts. The first part covers the profiles of respondents whereas the second part related to industrial buying behaviour. The third part covers the brand loyalty and determinants. The final part includes the level of switching intentions. The pilot study was carried out among 40 purchase managers at Chennai. The questionnaire was sent through parts to all the sampled units. Hence, the responded samples included for the final study came to 396. Journal: Int. J. of Business Excellence Pages: 413-431 Issue: 4 Volume: 25 Year: 2021 Keywords: industrial buying behaviour; switching intentions behaviour; barcode printers; buying process; selection of suppliers; level of brand loyalty; antecedents of switching intentions; purchase decisions; Chennai region; India. File-URL: http://www.inderscience.com/link.php?id=119759 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijbexc:v:25:y:2021:i:4:p:413-431