International Journal of Indian Culture and Business Management (58 papers in press)
- Consumer Online Purchase Behavior: Perception versus Expectation
by Vinod Kumar, Uma Kumar, Yogesh Dwivedi
Abstract: Conceptualizing online customer behavior is very important, as more and more customers are interested in buying products through online. To capture online customer behavior, this study has conducted empirical research in Bangladesh among general online customers who have experience in online buying or have an intention to buy from online boutique websites in Bangladesh. In this regard, the Quality-Purchase Interaction Model that was developed, based on both customer perception and the expectation of buying online from business-to-consumer Electronic-commerce in Bangladesh, was used to capture actual customer behavior or behavioral intention for online purchasing. We conducted path analysis through LISREL to reveal the causal relation between independent and dependent variables. There are some significant differences between online buying behavior and the behavioral intention to buy online, that is between customers who have experience of online buying from a boutique website and those who have the intention to buy online but have not yet gotten an online buying experience.
Keywords: Consumer, Consumer behavior, Online buying behavior, Behavioral intention, Electronic-commerce, Perception, Expectation
- Mentoring Social Entrepreneurs in India: Attributes and Functions
by S Raghu Raman, C Vijayalakshmi
Abstract: This paper identifies factors that contribute to an effective mentoring relationship. It focuses on social entrepreneurs in India -- a growing segment populated by small enterprises but considered vital for addressing the development needs of the poor. Extant literature in the area of mentoring is predominated by works on employee mentoring and scant attention has been paid to mentoring entrepreneurs and in particular social entrepreneurs. This research addresses this gap by exploring the attributes of the mentor and entrepreneur that contributes to effective mentoring and identifies certain critical functions of mentoring. The conclusions from this study indicate that experience and empathy, intensity and interest, transparency, development of individual and social spark are the attributes that are required for an effective mentoring relationship. In addition the mentor also needs to perform the following functions for successful mentoring; creation of appropriate climate for mentoring, inculcation of structured thinking process, leveraging on differences of views, encouraging multiplicity of mentors and mentoring and reiteration of enterprise objectives.
Keywords: Social enterprises; entrepreneurs; mentoring; India; mentors; social entrepreneurship.
- IRCTC Mobile Ticketing Adoption in an Indian Context
by Kawal Kapoor, Yogesh K. Dwivedi, Mike D Williams
Abstract: This study is an investigation of the contributory roles of innovation attributes borrowed from the Technology Acceptance Model in influencing the behavioural intention and actual adoption of the IRCTC mobile ticketing application in the Indian context. The TAM model was empirically tested. The SPSS tool was used to test the data reliability, and also, linear and logistic regressions were run to test the model performance. Whilst relative advantage, perceived ease of use, cost, and riskiness shared a significant and positive relationship with behavioural intention, perceived ease of use positively influenced the relative advantage, and behavioural intention and cost significantly impacted the adoption of this mobile ticketing application. Alongside discussing the findings from this study, its potential limitations and implications were also identified and future research suggestions were made. There has been no previous attempt on examining the adoption of mobile ticketing application in Indian context. The findings from this study are thereby original, and are potentially expected to offer value to the mobile service providers, Indian railway, and any other third party organisations that may be interested in implementing mobile based innovations.
Keywords: Adoption, Innovation, IRCTC, Mobile ticketing, TAM
- Impact of Social, Intellectual and Personal Competencies on Managerial Performance: An Empirical Investigation
by Sambedna Jena, Chandan Sahoo, Santosh Tripathy
Abstract: The review of literature on managerial competencies illustrates the importance ofaugmented managerial performance. However, empirical researches on managerial competencies; that are essential for improved performance for manufacturing executives are scarce. Keeping in view the gaps in research, thispaper examines the relationships among social, intellectual and personal competencies on managerial performance conducted at some manufacturing units in the state of Odisha in eastern India, making use of a structured questionnaire consisting of 30 items. In total, 380 responses were obtained and were subjected to analysis using the SPSS statistical software. The research concentrates on identifying the most important aspects of social, intellectual and personal competencies that link towards maximization of managerial productivity within the organization. The findings suggest that the variables of these three competencies are positively correlated with managerial performance. This paper suggests some measures of social, intellectual and personal competencies that the executives can adopt to improve their managerial performance within the organization.
Keywords: Social competencies; Intellectual competencies; Personal competencies; Managerial performance.
- Shoppers Attitude and Demographics influence on Store patronage A Comparison of Formal Vs Informal Food Retail Stores in India
by Prashant Mishra, Guda Sridhar, Tinu Jain
Abstract: The study examines the influence of shoppers demographic characteristics (age, income, and education) and their attitude towards product and/or retailer related attributes on their store patronage behavior in food retail context in an emerging market setting. The results indicate a clear distinction between formal and informal markets as measured through shoppers orientation. Shoppers retail patronage behavior towards formal and informal food retail stores shows a distinct pattern. The study reveals that shoppers preference for formal vs. informal retail location is influenced by their concern towards merchandise, safety, freshness, bargaining, service, and satisfaction from past experience. Additionally demographics such as age, income and educational status also have a positive influence over shoppers patronage behavior.
Keywords: Retail Patronage, Attitude towards retail, Demographics, Food Retail, Informal retail, India
- Factors Prompting Impulse Buying Behaviour Study among Shoppers In India
by Sanjeev Prashar, Chandan Parsad, T Sai Vijay
Abstract: Impulsive buying has long been identified as a significant behaviour in retail industry. Such purchases are manifested through consumers tendency to buy spontaneously. A number of researchers have found that high impulse shoppers are likely to have shopping lists that are open and are receptive to sudden unexpected buying ideas. It is expected that approximately 70 per cent of all purchasing decisions are made at the point of purchase, with impulse purchases emerging as the prominent buying pattern.
The objective of this paper is to identify and rank the factors that influence the impulse
buying behaviour among shoppers in India
This study, conducted in one of the top five retail markets of the world, adds to the existing knowledge on shoppers impulse buying behavior. Accordingly, multitude of factors influences this spontaneous and unplanned shopping behavior and reflects how merchandising display and in-store influences have stronger impact than promotional stimuli and socialization in Indian context. Retail marketers in India can take this cue in designing their strategies to attract consumers.
Keywords: Impulse Buying Behaviour; Factor Analysis; Principal Component Analysis.
- Perceived Attitudes towards Sudden Wealth: An Exploratory Study
by Shalini Kalra Sahi, Vinay Kumar Dutta
Abstract: A sudden increase in money which is unexpected, brings with it attitudes and behaviors much different than those associated with earned money. Previous research states that sudden wealth can lead to internal conflict as the individual struggles to manage and accept his/her changed status. Apart from understanding the phenomenon of sudden wealth, this exploratory study examines the underlying beliefs and perceived attitudes that people experience when they were asked to put themselves, in a scenario of, sudden increase in their wealth. A measure for Perceived Attitudes towards Sudden Wealth (PASW) was developed. Six dimensions were determined using factor analysis, which was conducted on 252 participants, who were administered a lottery question based survey. The dimensions were Helplessness, Prudence, Fear and Stress, Empowerment, Indulgence and Gratitude towards God. The dimensions of PASW measure were found to be different from the factors of the money ethic scale (MES), thereby supporting the fact that money attitudes are different from PASW.
Keywords: Sudden wealth, Money attitude, Factor analysis, Money psychology, well-being
- A dynamic analysis of Variety Seeking Behavior with reference to Indian Continent
by Jayanthi Thanigan, Rajendran G, Priya Sethuraman
Abstract: The brand managers are spending huge amount on brand building and for other promotions. In spite of the enormous outlay, the variety seeking nature of the consumers are leaving the brand managers perplexed. A clue of the factors that determine the customer variety seeking and decision making process would help the brand managers to understand the consumers better. This research identifies the determinants that influence variety seeking behavior in low-involvement product category particularly in FMCG. Survey was conducted to collect data from variety seeking consumers. Multiple Linear Regression (MLR) technique was used to analyze the data. The results established that need for variety is the key influencing variable across all product categories. This study contributes to the stream of research on variety seeking behavior and provides important marketing implications for the practitioners in designing effective marketing programs as well as attraction strategies to retain their valuable customers.
Keywords: Variety seeking behavior, Need for variety, Purchase frequency, perceived brand difference, hedonic, utilitarian, perceived risk and promotions
- Socio-Cultural Impact of Film Celebrities on Teenagers: An Empirical Study
by Amit Jain, Pushplata , Amita Raj Goyal, Swati Khandelwal, Garima Jain
Abstract: Film Celebrities have always been in the glare of publicity and the center of attention. However, currently, this obsession has touched new and even greater pinnacle. These days the celebrities are gaining more popularity because of television shows, advertisements and talk shows. The literature indicates that most of the people look to celebrities and favorite actors for fashion, impressive life style and personal grooming. The purpose of this study is to evaluate the impact of the film celebrities on the teenagers in terms of their relationship with friends, parents and elders; life style; values, customs and traditions; etiquette, health and education. This study is designed to collect information so as to know the extent and types of their influence on teenagers. For this study an interview sheet was prepared and interviews were conducted with 40 guardians. Their responses have been tabulated and analyzed and findings have been discussed in the paper.
Keywords: Consumer Culture, Cultural influence, Social Behavior, Celebrity influence
- Analysis of employee training needs in Information Technology Industry
by Neetima Agarwal, Neerja Pande, Vandana Ahuja
Abstract: Information Technology industry is the fastest booming and high- gross profit making industry in the world. The employability size of this industry is no wonder very high and covers a major proportion of the service sector. IT industry has changed the entire concept of the working and has built-up the flat structures or matrix structures against the rigid hierarchical ones. Importance of skills is always under the scan in Information Technology industry as people from diverse geographical locations, experiences, age, gender, race etc work in the same adobe. This industry is the perfect model of individual skills, team-cohesion and organisational success hence it is a complete role-model industry to visualise both people-oriented and work-oriented approach at the same time. This paper aims to assess various people-skills or soft skills required by the professionals at the time of joining the IT-industry. This paper will put forward all essential skills like communication, team-work, critical thinking etc. needed most at the time of employability and will try to find the way to make the training of these soft skills more effective. The data has been collected from few IT companies by interviewing different sets of people working at different levels. It is of high importance to every person in this industry to acquire adequate soft skills as its the parameter to judge the whole personality.
This paper aims to find out the training requirements of the candidates according to the level and need of their skill-set. Through this study we want find out the most appropriate areas of weakness so as to make training need analysis more effective and specific.
Keywords: Information Technology industry, Flat structure, Matrix structure, Soft skills, Employability, Training-need analysis
- Surge in bilateral Economic Relationship : India Malaysia Trade
by Ratna Vadra
Abstract: India-Malaysia trade relations have expanded significantly since 1991 so much so, that currently, India is Malaysias largest trading partner in Association of South East Asian Nations (ASEAN).Malaysia is the fourth country after Singapore, South Korea and Japan with which India has a bilateral Comprehensive Economic Cooperation Agreement. India and Malaysia will operationalise a Comprehensive Economic Cooperation Agreement, aiming to boost bilateral trade to $15 billion by 2015 from nearly $10 billion last year. The paper studies the trends and changes in the composition of exports and imports of Indian trade with Malaysia during the study period 1991-2009. The study dwells upon analyzing the present status of bilateral trade in goods and services, investment and other areas of economic cooperation. It also assesses the feasibility, potential and nature of cooperation in these areas under the CECA.
Keywords: Indiaâ€™s Trade, Malaysia, trade pact, bilateral trade, factor endownment CECA
- MANAGEMENT EDUCATION: A FIT CASE FOR RE-ENGINEERING
by Abinash Panda
Abstract: Business management education is shaped by many factors, including the needs and preferences of consumers of business education; the knowledge, abilities, and skills, employers expect graduates to possess; the choice of providers available to those interested in pursuing management degrees; and the resources business schools need to serve their customers. These are among the factors that make up the context for management education, which is very different today than it was even as recently as the mid-1990s.In recent times, business schools in India seem to be struggling to stay relevant. There is a need to look at 'what we have been teaching' and the 'way we have been imparting' the same. It calls for revamping the course content and innovating teaching and learning method supported by industry-institute collaborations.
Keywords: Management Education; India; Business Schools; Relevant curriculum; Contextual Knowledge; Innovation in management education
- Building retailer loyalty: An empirical study
by Gopal Das
Abstract: This study adopts the stimulus-organism-response (S-O-R) framework to illustrate how retailer loyalty is built through shopping values and customer satisfaction. In addition, this study investigates the moderating role of gender in the shopping value-customer satisfaction relationships. The sample for this study comprises of 310 Indian retail shoppers. A structural equation model is employed to identify the interrelationships of shopping values, customer satisfaction and retailer loyalty and the moderating role of gender in the shopping value-customer satisfaction relationships. The analytical results of this study indicate that shopping values positively influence customer satisfaction. The results also indicate that customer satisfaction has a positive impact on store loyalty. Finally, results reveal that gender moderates the shopping value-customer satisfaction relationship. This study enlarges the application of the S-O-R framework in Indian retailing context by including gender as a moderating variable.
Keywords: Shopping value, customer satisfaction, retailer loyalty, S-O-R framework, Gender.
- Developing and Validating Critical Success Factors of TQM Implementation in MSMEs of Punjab in India
by vishal manhas, Himanshu Gupta
Abstract: Manufacturing organizations are facing challenges due to growing competition to sustain themselves. Enhancing their quality and also quality of the products is absolutely essential to sustain growth. From an extensive review of the literature in the field of total quality management (TQM), 8 critical success factors (top management commitment, customer focus, process management, continuous improvement, supplier quality management, employee participation, training , teamwork) and 4 outcome factors (customer satisfaction, employee satisfaction, internal quality result, external quality results) of TQM implementation were identified. A questionnaire survey instrument was developed, reliability and validity of the questionnaire were tested. Data from 118 micro small and medium enterprises (MSMEs) related to manufacturing sector was analysed using Structural equation modelling. Structure equation modelling was used to examine hypothesis. It was concluded finally that the many critical success factors of TQM are significantly related with outcome factors of TQM. Researchers will be able to use this instrument for developing quality management theory. Industrial practitioners will be able to use this instrument to evaluate their TQM implementation.
Keywords: Total quality management, MSMEs, customer satisfaction, top management commitment, structural equation modeling, training, teamwork, employee satisfaction, India.
- An Empirical Investigation of Effective Science Learning through Simple Experiments
by Chamundeswari Rajendran, Deepa Franky
Abstract: The present study envisages Science learning through simple experiments. Experimental method of investigation is designed on the basis of the problem, assumption and hypotheses formulated and it also warrants a psychometrically sound design, procedure, tools and execution. This experimental study was conducted for students, both boys and girls belonging to classes V and VI in government, government-aided and matriculation schools. The outcome of the study revealed that students in whatever school they may be did show a significant improvement in their Science learning performance despite the gender after exposure to experimentation. It is pertinent to explain that knowledge and understanding has been made easy through experiential learning.
Keywords: Keywords: Science Learning, Simple Experiments, Experimental Methodrnrn
- Determinants of Dividend Policy: A Study of the Indian Banking Sector
by Sangeeta D Misra
Abstract: This study attempts to analyze the factors which influence the dividend policy of Indian banking firms. Using panel data pertaining to 121 Indian banks, two regression models have been proposed, one showing dividend payout ratio and the other showing dividend rate as a dependent variable. The study considers both bank specific internal variables as well as macroeconomic variables as explanatory variables influencing the dividend policy of Indian banks. The results of the determinants of dividend payout ratio of Indian banks show growth rate of real GDP affecting dividend payout ratio positively and significantly, and also show return on assets and total deposits to total assets ratio of Indian banks affecting their payout ratio negatively and significantly. The results of the determinants of dividend rate show no variable emerging as a significant determinant, indicating the fact that Indian banks consider dividend payout ratio to be a better measure of their dividend policy.
Keywords: dividend payout ratio; dividend rate; Basel; return on assets; GDP; capital adequacy ratio
- Supplier Selection Using Artificial Neural Network and Genetic Algorithm
by Nitesh Asthana, Manish Gupta
Abstract: This paper presents the integration of GA with ANN to develop a decision making model for the selection of the best supplier. This work integrates multi-attribute decision making models that give grades to suppliers on a set of criteria with the mathematical programming techniques that model the constraints and an objective function to select the best supplier. There exists number of criteria for supplier selection and in this work based on the preliminary field visits some of the criteria are chosen for supplier selections that are more dominant in the Indian scenario. These selected criteria are: Quality, Delay Time, Unit Cost, Quantity and Service. Supplier score was calculated based on the data collected from the reputed automobile industry. This supplier score was further used for ranking the suppliers among the number of options available.
Keywords: Supplier Selection; Genetic Algorithm; Artificial Neural Network; Decision Making Model; Optimization; Multi criteria decision making.
- The Impact of Leaders Spirituality at Work and Their Reputation on Teams Spiritual Climate
by Ahish Pandey, D.P. Chattopadyay, Sucheta Bose
Abstract: Conceptual and empirical linkage between spiritual leadership and team climate or followers attitudes, behaviors, and performance outcomes have not been fully developed. Although several articles on spiritual leadership exist, the focus of this article is to provide some initial foundation for the broader empirical framework of how spirituality of leaders influence followers to co-create a spiritual climate. We argue that a leaders reputation as a spiritual leader is a strong mediating factor for a spiritual climate. We draw from contemporary literature of spirituality in management and notion of swadharma and Loksangrah (in Karm yoga in Bhagwad Gita) for development of instrument of spiritual climate at work. On the theoretical basis of positive organizational behavior, emotion, identification, and identity theories, we describe the construct of spiritual climate and hypothesize the association between leaders self perceived spirituality at work and spiritual climate of the team. Interestingly, the findings did not reveal a direct effect for the spirituality of leaders at work on spiritual climate, however leaders reputation as spiritual showed strong association with to spiritual climate. Moreover, the self perception of leaders spiritual connection to work does not relate to leaders reputation being spiritually connected to work. Significance of the findings and implications for future theory and practice is discussed.
Keywords: Spiritual Leadership, Spiritual Climate
- Metamorphosis of Indian Electoral Campaigns: Modis Social Media Experiment
by Kawal Kapoor, Yogesh K. Dwivedi
Abstract: Indias 2014 prime ministerial elections witnessed an unprecedented outcome, where the Bharatiya Janta Party callously defeated the Indian National Congress by majority votes, and Narendra Modi stood elected as the 15th prime minister of India. This outstanding electoral victory is being extensively debated and analysed across print and broadcast media for its remarkable campaigning strategies that successfully established a two way dialogue between the prime ministerial elect, Narendra Modi, and the voter population of India. The use of social media and adoption of campaigning tactics from the Obama US-presidential campaign have been centric to this winning campaign for brand NaMo. The amalgamation of social media and election campaigning has clearly redefined the face of political movements in India. The stratagem that team Modi followed to break the congress era running in the country over the past decade will be concisely anatomized, with particular interest in the role and power of social media in giving a political party that winning edge over its opposition.
Keywords: Social Media, Digital Media, India, Elections, Narendra Modi, NaMo
- Musical environment and its effect on Restaurant Patrons' behaviour in emerging markets
by R.K. Srivastava
Abstract: It also explores the possibility of frequency of visits, duration of stay; types of music consumer will like to listen in different types of restaurants. Research comprised of a field study carried out at different restaurants (N=27) serving Indian, Fast food, Thai, Chinese and Italian food in Mumbaia financial capital of India with diverse culture. The present research suggest that consumers purchase behaviour, frequency of visit ,duration of stay and eating habits in restaurant is affected by the musical environment. Duration of stay at the restaurant influenced by type of music played quality of music, liking for a particular type of music, feeling that music refreshes the mind and liking for musical environment. Types and tempo of music based on the type of restaurant may get better results in terms of sales. This is interesting finding for emerging market like India. There is a paucity of research in this area in emerging markets like India compared to the western world
This study contributes to the services marketing and consumer behaviour literature with reference to restaurant affected by music in emerging markets. The data will be of great use due to changing consumers habit and increasing income in emerging market, as they are the destination for global brands
Keywords: Atmospheric, Music, Restaurant, Consumer behavior, Service element.
- Dilemma of Work-Life Balance in Dual-Career Couples- A Study from the Indian Perspective
by Gnanadhas Delina, Rampalli Prabhakara Raya
Abstract: Work-life balance is a contemporary issue and is of great interest in studies related to quality of life. This paper is an empirical study that aims to examine the key factors affecting work-life balance of dual-career couples working in Knowledge-Based Organizations (KBOs). The research uses primary data collected through a questionnaire based on a five-point Likert scale. This study is an attempt to capture the perception of knowledge professionals towards various constructs of work-life balance and their own work-life balance. Data has been analyzed by employing the statistical methods, namely Independent sample t-test, One-way ANOVA, MANOVA, Correlation and Multiple Regression using statistical package SPSS 20 for windows. The research came out with profound findings on gender differences. This study supports previous research findings that dual-career couples face the dilemma of work-life balance severely. It is found that the constructs of work-life balance and respondents satisfaction towards work-life balance is influenced differently by their demographic characteristics. Significant difference is found in the work-life balance of dual-career couples based on their gender and family structure. The constructs of work-life balance hold a strong influence over the respondents satisfaction towards work-life balance. Finally, the study throws light on the fact that work-life balance is definitely a determinant of an individuals overall quality of life.
Keywords: Work-Life Balance, Dual-career couples, Quality of Life.
- Evaluating combination of individual pre-purchase internet information channels using hybrid fuzzy MCDM technique: Demographics as moderators
by Gaurav Khatwani, Gopal Das
Abstract: In recent years, the growth in technology has resulted in digital media fragmentation and the proliferation of Internet marketing mediums. As a result of the emergence of digital marketing channels, marketers have started to place an increased focus on understanding consumer preferences. Previous research has concentrated on the comprehensive study of consumer preferences for individual pre-purchase information search channels; however, very little research has been conducted on users preferences in terms of how a combination of these individual channels can be employed and the role that demographic parameters play in determining these preferences. This study employed a hybrid fuzzy multi criteria group decision (HFMCGD) system to measure the role that demographic parameters play in influencing individuals preference for pre-purchase information channels. Fuzzy AHP was employed to identify the criteria that influences consumers search for pre-purchase information on the Internet according to demographic parameters such as gender, age and monthly income. Fuzzy TOPSIS was then used to rank different combinations of pre-purchase channels according to the same demographic parameters.
Keywords: Consumer decision making, Decision support system, fuzzy AHP, fuzzy TOPSIS, Information search channels
- Impact of changing consumer lifestyles and website quality on online satisfaction and loyalty an emerging market framework.
by Shweta Pandey, Deepak Chawla
Abstract: Online loyalty or electronic loyalty is argued to be a key imperative for survival of the online retailers. The existing approach for studying it is largely fragmented, examining only certain stages of the purchase process or focussing on certain factors, with little or no clarity on the methodological incorporation of domain and context specificity. Previous studies done in the developed countries may not be applicable in emerging markets where consumers are still undergoing transformation from their encapsulation in traditional beliefs and values into a technology driven modern way of life. This study extends existing loyalty framework with due consideration to the methodology as well as the development level of e-commerce in the market. It proposes a framework which juxtaposes impact of advancing technology across each purchase stage using constructs of e-lifestyles, website quality and e-satisfaction and their impact on e-loyalty. A comprehensive understanding of these constructs will lead to better understanding of online consumer behaviour in emerging markets like India.
Keywords: India; electronic lifestyles; e-lifestyles; website quality; online satisfaction; e-satisfaction; online loyalty; e-loyalty; electronic loyalty; emerging market; framework.
- Effectiveness Drivers for Indian Information Technology Managers: An Empirical Study
by Yogesh Naik, Monika Bisht
Abstract: The purpose of this research is to identify the effectiveness drivers contributing to managerial effectiveness in Indian Information technology (IT) professionals through empirical study. Effectiveness assessments were administered to 2,080 IT professionals working as technical managers, their respective reporting officers, peers and subordinates. Intended as a comprehensive inquiry into the competencies of technical managers, three factors determined the design: repository of critical competencies through literature, 360 degree feedback on effectiveness attributes and empirical analysis to unearth underlying factor structure for effectiveness. Nineteen variables were found to be contributing to the effectiveness of the IT managers. They belong to competency areas such as technology management, business management, project management, domain know how, Emotional Intelligence (EI) and the value system. Inferences include Emotional intelligence is key to effective management of technical managers; technical ability alone is not enough to be an effective manager; domain and business skills are critical and robust individual value system contributes in achieving effectiveness. Given the growth, uncertainty and rapid change of technology associated with IT industry, findings provide organizations with specific competency development areas for their technology talents. It is expected to provide a guiding force for technology leadership development in times to come.
Keywords: Emotional Intelligence; Technical Manager; Information Technology; Managerial Effectiveness; India.
- Analyzing Customer Responses to Migrate Strategies in Making Retailing and CRM Effective
by Gaurav Gupta, Himanshu Aggarwal
Abstract: As the world is growing more and more competitive, the customer experience is becoming more important to the businesses. There is a need for appropriately aligned customer-centric strategy to maintain synchronization between customers expectations and services provided to them. This can be achieved through Customer Relationship Management (CRM). CRM is a comprehensive strategy and a process of acquiring, retaining, and partnering with selective customers to create superior value for the business by using customer knowledge. A business strategy needs to be designed that reduces the cost by increasing customer loyalty and business profitability. The objective of the paper is to point out the relevant factors that may be helpful to the retailers in increasing their profit, sales and building long-term relationships with the customers. The factors have been extracted from the pool of factors that are surveyed from the customers at the shopping mall, marts and supermarket. The findings may help the retailers in developing their strategies during sales, promotions, marketing, business and customer build ups and maintaining log-term relationships with the customers.
Keywords: CRM; Customer; Retailing; Relationship; Services; Businesses; Marketing; Strategies
- Collaborative and Open Innovation: Supply Chain Planning as an effective source
by Rajeev Mukundan, Sam Thomas
Abstract: The importance of innovation to business is well-recognized. Collaborations, both internal to the firm and external, are a main source of innovation in firms. Inter-departmental collaboration is an important driver of innovation, while external collaboration facilitates open innovation. Building a collaborative network exclusively to achieve innovation can be expensive. Supply Chain management in firms requires both inter-departmental collaboration, and external collaboration with other firms in the supply chain. This paper investigates whether this collaboration can be harnessed to generate innovations. Through conceptual arguments, the paper concludes that firms stand to gain in their innovation efforts by leveraging the supply chain collaborations. To achieve this, alignment of supply chain managers with innovation champions in the firm has to be facilitated and supported by the top management. While potential cost savings can be realized by leveraging existing supply chain relationships, other practical implications have also been outlined. Continued empirical studies are suggested to further evolve this stream of research.
Keywords: Sales & Operations Planning, Open Innovation, Supply chain collaboration, Inter-departmental collaboration.
- Mis-selling of ULIPs Causes and Regulatory Approach towards Unethical Practices of Mis-selling of ULIPs
by ANAND BANSAL, Amarjeet Kaur
Abstract: Insurance sector is one of the booming sectors of India, as this sector along with the banking sector contributes 7% (approx.) to Gross Domestic Product (GDP) of India. With the opening up of insurance sector, innovative insurance products have been introduced by insurers in order to cater the needs of various segments of society. Innovations in insurance products have benefited the customers as insurance companies are competing each other by introducing insurance policies with improved features. Invention and introduction of Unit Link Insurance Policies (ULIPs) is one of the commendable achievements of Indian insurance industry. But at the same time mis-selling of ULIPs has become a serious concern for the customers, regulatory authorities and the government. This paper highlights the causes of mis-selling of ULIPs, scenario pre and post revised guidelines regarding ULIPs by Insurance Regulatory and Development Authority (IRDA) in September 2010 and suggests measures to eradicate mis-selling. The study is descriptive in nature and it is based on secondary data.
- LOKASAMGRAHA: PHILOSOPHICAL FOUNDATIONS OF WORKPLACE SPIRITUALITY AND ORGANIZATIONAL CITIZENSHIP BEHAVIORS
by Shibani Belwalkar, Veena Vohra
Abstract: Workplace environments which recognize employees as human beings, and not just mere resources, tend to foster behavioral patterns which create significant benefits for the organization. Encouraging workplaces to cultivate such environments requires sturdy contextual crafting, elaborating systematically, the underlying assumptions as well as the rationale. A study of literature on prominent traditional philosophies which point to the necessity and benefits of creating such responsible workplaces also becomes imminent. This article is an exploration on the convergence of thoughts on workplace spirituality and organizational citizenship behaviors, from the revered Lokasamgraha concept of the Bhagwad Gita. After analyzing the principal conceptual dimensions of workplace spirituality, and organizational citizenship behaviors, particular emphasis is placed upon Lokasamgraha as the most elaborate and inclusive framework for justifying workplace spirituality and organizational citizenship behaviors. It places both concepts in the larger context of Lokasamgraha and outlines the associated research and its implications. The purpose is to allow for a deeper insightful understanding of these concepts through the development of Lokasamgraha, as an inquiry field, subsequently contributing to the successful application in organizational theories.
Keywords: Lokasamagraha, Workplace Spirituality,Organizational citizenship behaviors.
- Study on Corporate Governance Mechanisms
by Rakesh Mishra, Sheeba Kapil
Abstract: This paper aims to review the empirical studies done for finding relationship between corporate governance and firm performance. The review covers major theoretical and empirical papers on corporate governance and firm performance in developed economies. Apart from studies done in developed economies, studies done in emerging economies are also included in the review. Using a wide ranging literature review, the paper looks at corporate governance practices and value creation from managerial control perspective. As a result of the study it has been observed that corporate governance is related to corporate performance and adoption of better corporate governance practices lead to better firm performance. Another aspect from this study is that availability of legal recourse ensures effective working of corporate governance mechanisms. This being a review paper, one of the major limitations for this review paper is an unintentional omission of some literature because of non-availability or non-reachability. Literature that would have been present in languages other than English could also not be included in the review.
Keywords: Corporate governance, ownership structure, board of directors, control mechanisms
- Relation between human resource development climate and organizational commitment: Empirical study in Indian Banking Sector.
by Shweta Mittal, Vishal Gupta, Manoj Motiani
Abstract: The present study examines the relationship between the three subsets of HRD climate i.e. HRD mechanisms, general climate and OCTAPAC with the organizational commitment in the Indian banking sector. Data was collected using a survey questionnaire from 203 bank employees working in the public and private Indian banks. Data analysis was performed using structural equation modelling and study found that there is a positive relationship between HRD mechanisms, gen-eral climate and OCTAPAC with organizational commitment. So, the organizations which have a favourable HRD climate are more committed in their organization. Implications for research and practice are discussed.
Keywords: HRD Climate, HRD Mechanisms, General Climate, OCTAPAC, HR practices, Organizational Commitment and Banking sector.
- Evaluation of Information retrieval: Precision and Recall
by Monika Arora
Abstract: The information retrieval system evaluation revolves around the notion of relevant and non-relevant documents. Based on the user information need, a document (test collection) gives binary classification (either relevant or non-relevant). The performance indicator such as precision and recall are used to determine how far the system satisfies the user requirements. The effectiveness of information retrieval systems is essentially measured by comparing performance, functionality and systematic approach on a common set of queries and documents. The significance tests are used to evaluate functional, performance (precession and recall), collection and interface evaluation. We must focus on the user satisfaction, which is the key parameter of performance evaluation. It identifies the collection of relevant documents under the retrieved set of collection in specific time interval. The recall and precision technique are used to evaluate the efficacy of information retrieval systems.The value of displaying the relevant records as a result of response to a query and has been assumed by information retrieval research strategies or paradigms. The user happiness depends on the user interface, which includes design, clarity, precision and responsiveness, and also on relevant results.
The present investigations discuss about the properly cited and not cited documents. It also uses the formal evaluation methodology, which is developed for evaluating retrieval results. The key measure of the utility is only the user happiness. The response time and the relevancy of the results are the significant factors in user satisfaction. The comparision of search engine yahoo and google based on precision and recall technique.
Keywords: Performance Evaluation, Information System Retrieval, Precision, Recall
- A Tri-Component Model of Parental Attitude: acceptance of childs role in family decision making
by Neena Sondhi, Rituparna Basu
Abstract: The present paper aims to understand the tri-components of parental attitude to assess the evolving decision making role of the child consumer while considering the moderating effects of the childs age and his level of involvement with the product.The study uses a quota sample of 141 urban Indian parents across 4 child segments to understand the connotation of the cognitive-conative-affective components of parental attitude in assessing the extent of consequent empowerment of their children in family purchase decisions across high and low involvement product categories for the child. The higher reliability for the affective attitudinal components of the urban Indian parents followed by the conative and cognitive components were established. The relation with the parents higher affective component and his greater affinity to involve the child in the purchase decision is also highlighted. The positive correlation between the childs age and his level of involvement in the purchase decision is also reestablished with the present study. The popular notion of the existing developed and developing consumer market divide is challenged with findings that suggest similarities of the evolving child consumption behavior between the urban markets specific to the developing markets and those in the developed markets. However, the diversity of Indian parents both in terms of their attitude towards parenting significantly deliver decisive signals for market specific segmentation strategies. The present study contributes with the novel use of the affective-conative-cognitive components of attitude for more categorical modeling of the parent-child dyadic relation to understand the growth and development of the child consumer in the context of an emerging market.
Keywords: Parental Attitude, Product Involvement, Emerging Market, Child ; family decision making; consumer buying behavior
- An empirical study to assess the impact of various relationship dimensions on supplier relationship in Indian scenario
by Manish Gupta, Akhilesh Choudhary
Abstract: Supplier relationship management is a discipline of working collaboratively with those suppliers that are vital to the success of the organization so as to maximize the potential value of supplier relationship. The supplier relationship is defined as the affiliation of companies that supply their business with goods and services with their suppliers to achieve their business objectives. Many growing companies focus on the price of their suppliers along with trust, satisfaction, communication, co-operation and commitment. A survey was carried out among Indian organizations to determine the most dominating relationship dimensions in Indian scenario. Various hypotheses were proposed to assess the impact of those selected relationship dimensions on supplier relationship and hierarchical multiple regression analysis was carried out for their validation. Finally the results reveal that the proposed relationship dimensions: competence, communication, co-operation, commitment, and conflict handling are correlated to trust and satisfaction, which in turn positively affects supplier relationship.
Keywords: Supplier relationship; Supplier selection; Relationship dimensions; Trust.
- A Corporate social responsibility initiative on primary education: the Engineers India Limited Case Study
by RUHEE SINGH, SWETA S. MALLA,
Abstract: This case is an endeavour towards analysing the primary education model that has
been adopted by Engineers India Limited (EIL) as part of its Corporate Social
Responsibility (CSR) program to educate children who live in and around its
project area of Dibrugarh, Assam. This case will help researchers, academicians
and students to analyse one of the modes through which organisations could
eradicate the problems related to primary education of lakhs of underprivileged
people in an economical and efficient way. The case illustrates in detail the
process of implementation of the primary education model called Ekal
Vidyalayas which means One Teacher School.
Keywords: Primary education; corporate social responsibility; Engineers India Limited; EKAL Vidyalaya; Dibrugarh; social initiatives
- The Need for Regulatory Intervention in Corporate Social Responsibility in India: Evidence from Corporate Social Disclosures
by Upali Arijita Biswas, Suresh Garg, Archana Singh
Abstract: Corporate Social Responsibility (CSR) research in India is in its nascent stage and articles seldom provide a rigorous scholarship about CSR reporting, particularly of the time leading to the initiatives undertaken by regulatory institutions towards institutionalisation of CSR. The paper aims to provide a detailed insight about the type of CSR activities undertaken and reported by Indian companies and in the context of the ambiguities and loopholes in current reporting practices, discusses the need for intervention by regulatory institutions. Employing content analysis to evaluate the annual reports of 42 non-financial companies listed on the Nifty index of the National Stock Exchange of India, over 2004-2011, the paper details the quantity, quality, platforms and the scope of CSR communication, along with a sectorial comparison of corporate social disclosures (CSD). The findings establish that quantity of reporting has increased steadily, with maximum reporting noted in employee related categories, usually under the effect of regulation. The quality of reporting appears stagnant. The high incidence of declarative statements is often ambiguous about CSR evidence and beneficiaries, and has little reference to any strategy. The detailed account of CSD presented in this research will be of interest to academicians, regulatory institutions and to organisations looking to extend their CSR programmes in India.
Keywords: Corporate social responsibility; CSR; corporate social disclosure; CSD; reporting; annual reports; longitudinal; India; content analysis; regulatory intervention
- Impact of musical fits and image of different malls on consumer purchase behaviour
by R.K. Srivastava
Abstract: This paper aims to explore the process by which the influence of retail environment, especially the music on consumer perception and behaviour in eight males. The study is carried out to find the musical fit with the mall image. The data were obtained using a structured questionnaire from 436 respondents in eight malls survey conducted in India. This study-adapted questionnaire based on the work Foxall and Yani-de-Soriano, 2005; Foxall and Pearson, 2006 and Srivastava, 2013 and developed a research agenda for musical atmospherics phenomena on consumer behaviour.Our study confirms that if there is a musical fit with the image of the mall, consumers will have the best shopping experience due to the musical environment. Our study reveals that Females are happier with the music played in the background music played in the mall compared to male. However, music in the malls has more effect on males purchase behaviour compared to females Musical fit with the image of the mall increases the duration of stay.Emotional behaviour due to atmospherics will affect purchase decision specially of a low involved products. Higher the music fit, higher will be the shopping behaviour and frequency of visit. Females are happier with the music played in the background music played in the mall compared to male
To the best of the authors knowledge, their research is the first to study the impact of store environment with respect to the image of the mall (in conjunction with trait variables) on impulse buying in emerging markets, which is different from western culture.
Keywords: Musical environment, Malls, Consumer behaviour, Image, Musical fit
- Gaming Dependency Among Indian Adolescents: A Phenomenological Study
by Anjali Malik, Rajeev Kumra, Smitha Girija
Abstract: Multiple factors influence the development of gaming dependency among adolescents. Much of the extant literature identified risks associated with its development and its consequences. However, impact of Indian culture and family characteristics on gaming dependency in India is largely unknown. The paper reports the findings of an exploratory study, using phenomenological in-depth interview technique, examining whether the prevalence of gaming dependency varies according to cultural affiliation with specific reference to Indian culture. A group of 15 adolescents were phenomenologically interviewed after being identified as game dependent out of total 486 respondents. Three major themes explicated from participants spontaneous experiences are risk arising from gamer characteristics, familial factors and game characteristics. The results were discussed with respect to the influence of Indian culture and family system on gaming behaviour of adolescents. Family cohesiveness and close parental monitoring are some of the protective factors in Indian culture.
Keywords: Gaming, Dependency, Risk factors, Indian Culture, Adolescent
- Youth Shoppers - Study of Psychographics, Motives and Shopping Behavior
by Suman Yadav, Sadaf Siraj
Abstract: Development of shopping malls has gained momentum in India and the youth is the major beneficiary for this metamorphosis. In this study an attempt has been made to map the shopping behavior of the Indian youth in shopping mall covering all the aspects starting from the time and frequency of their shopping visit, their motives, assortment of products they buy etc. Additionally, segments of the youth shoppers have been generated on the basis of their psychographic characteristics and shopping motives. Further the shopping behaviour of the different segment youth shoppers has been described in terms of their visit frequency, amount spent and time spent at the mall. Findings reveal that on the basis of shopping motives youth shoppers could be segregated into four segments viz. Entertainment seekers, Value seekers, Escapist and Adventure seekers and on the basis of Psychographic profile three segments emerged namely- Influential, Survivor and Experiencers.rn
Keywords: Key words: Youth Shopper, Shopping motives, Shopping behaviour, Psychographic profiles, shopping malls, Indian shoppers.rn
- Challenge in Traditional Service Delivery for Diabetes Management: Mobile Health, a Technology Driven System, is the Alternative?
by Vinod Kumar, Yogesh K. Dwivedi, Uma Kumar, Bhasker Mukerji, Mahmud Shareef
Abstract: This case study is written on the Bangladesh Institute of Research and Rehabilitation for Diabetes, Endocrine and Metabolic Disorders (BIRDEM). This is the largest diabetes management hospital in Asia. The newly appointed Executive Director, Mr. Habib, is attempting to launch a new revolutionary mobile health service system driven by modern wireless technology for better service quality, higher efficiency, and patient convenience, which is ultimately targeted toward achieving a higher return on investment. This is a challenging issue as it is a complex concern based on users technological, behavioral, and cognitive beliefs. Nevertheless, Mr. Habib has decided to take this challenge.
Keywords: M-Health; Diabetes Management; Service Delivery
- A Quick Scan Audit of the socio-technical system in a leather accessories manufacturing SME
by Anita Kumar
Abstract: Leather fashion and footwear industry contributes significantly to the Indian economy through employment generation and earning foreign exchange. Both public and private sectors have increasingly emphasized on the planned development of this industry and encourage more SME involvement and participation. However, recent studies indicate that Indian leather manufacturing SMEs are, often, unable to compete effectively and efficiently on a global platform due to certain inherent and external constraints. This paper adopts a case research methodology with quick-scan audit tool to review the socio-technical system of a leather export SME. It draws attention to the inefficiencies in the production system and highlights the human resource gaps faced by the company. The two-fold findings of the case investigation point to a need to develop social competencies not only in an individual organization but also at the sectorial level. The selected case has been used as a fundamental prism through which current labour regulations and standards prevailing in the country need to be examined and possibly reformed.
Keywords: Leather fashion and footwear exports, case research methodology, quick-scan audit tool, socio-technical system
- The Impact of Religiosity upon Managers CSR Orientation: An Empirical Study in Indian Perspective
by Priyanka Verma, Anupam Singh
Abstract: Ethical Behaviour among businesses has gained significant prominence in recent years. Survey evidence shows that there is significant influence of religiosity and values on managers social responsiveness behaviour. Some of legal, economic and management literature has begun to explore numerous complex questions and concern that arise with the prospect of integrating religious perspectives, values and frameworks into businesses. This study examines the influence of religious values on ethical behaviour intentions (EBI) and managers corporate social responsibility orientation (CSRO). The empirical data for this study was generated through a self-administered questionnaire and was analysed using AMOS software. The findings of our study indicate that commitment to moral self-improvement (CMSI) mediates positive effects of religiosity on ethical behaviour intentions (EBI) and CSR orientations of managers.
Keywords: CSR orientation; religiosity; commitment to moral self-improvement; ethical Behaviour intention; managers; India
- A study on Empathetic Listening in Internalization of Emotional Intelligence among Engineers: Srimad Bhagavad Gita in Context
by Nikhil K Mehta
Abstract: In the recent past, studies highlighting the glories of Srimad Bhagavad Gita have been presented. These studies range from understanding of the micro-level unit of analysis such as emotional intelligence, personality among individuals to the macro unit of analysis such as corporate social responsibilities. In this study, an attempt has been made to study the empathetic listening in internalization of emotional intelligence among engineers. The basic idea for the study stems from an example that shows the connection between mentor Lord Krishna and His prot
Keywords: Srimad Bhagavad Gita, emotional intelligence, empathetic listening, empathy, listening, emotional intelligence traits, engineers.
- IMPACT OF TEN CS LEADERSHIP PRACTICES ON EMPLOYEE ENGAGEMENT WITH RESPECT TO SOCIO DEMOGRAPHIC VARIABLES: A STUDY OF HOTEL AND TOURISM INDUSTRY IN NATIONAL CAPITAL REGION, DELHI, INDIA
by Anu Singh Lather, Vinod Jain, Shilpa Jain
Abstract: The present study was aimed to map the effect of specific leadership practices on employee engagement with respect to the socio-demographic profile of employees working in the hotel and tourism industry. A sample of 100 employees was selected using stratified random sampling. Ten Cs suggested by Dan Crim and Seijts (2006) were taken as leadership practices and employee engagement was measured through job satisfaction, organizational commitment, intent to stay, pride, advocate, and emotional connect. The results show that Males prefer democratic control while females want control as well as leaders focus on their career development. The results of the study also reveals different leadership practices (Ten Cs) which engage employees belonging to different income group, educational background, marital status, family type, schooling type, socio economic status, and area of location. Interestingly these socio demographic factors differentiate amongst individuals as regards with which specific leadership practices engage them in their jobs.
Keywords: Leadership practices, employee engagement, service industry, socio-demographic factors
- Luxury and Masses: Assessing the connect in India
by Manaswini Acharya, Abhishek Nirjar
Abstract: There was a time when luxury was meant only for the rich. Things have changed rapidly all over the world and India is no exception to this change. It is observed today that people's buying habits do not necessarily correspond to their income, as had always been the assumption. People, who once could only desire for luxury, have now come to own it. While there is no doubt that luxury has become a lot more affordable it is quite interesting to note that the common man today indulges in luxury even when he cannot actually afford it. This paper takes a qualitative assessment route to understand the various reasons that have now connected the previously disconnected luxury products and the masses. It seeks to understand reasons, as to why masses buy luxury products and the factors that influence them. The study is specific to India and hopes to provide insights about the changing Indian consumer. It was interesting to note that there were both personal and social reasons for the masses attempting to indulge in luxury.
Keywords: India, luxury products, consumer behaviour
- Impulse buying behaviour: an emerging market perspective
by Sheetal Mittal, Neena Sondhi, Deepak Chawla
Abstract: Impulse buying accounts for a substantial volume of goods and services, across product categories and geographies. The phenomena takes on interesting possibilities in the emerging economies where the changing socio-economic situation has led to a substantial rise in consumers' dispositional needs alongside emergence of modern retail. While the construct has been widely researched, the studies have been largely fragmented in their approach, either examining isolated antecedents or the stages in the process. Thus, there is a dire need to comprehend the phenomena in its unique entirety. This paper, on the basis of extensive literature review proposes a conceptual framework that considers impulse buying both as a proactive phenomenon driven by personality factor as well as a reactive phenomenon driven by the stimulus: product and physical surroundings; which is further moderated by various personal, social, demographic and situational factors. The authors posit that these various forces tend to act upon a consumer simultaneously and not necessarily in the same direction.
Keywords: impulse buying; buying behaviour; situational factors; impulse buying traits; normative evaluation; conceptual framework; emerging markets; India; literature review; consumer behaviour.
- Customer oriented service culture and its impact on customer loyalty in organised retail context
by Tejas R. Shah, Amit Jain
Abstract: Customer service plays an important role in customers' purchase decisions. Culture is the vital ingredient in the service delivery process. The service dominant logic of retail organisations has led to emphasis on development of service culture and its outcomes. The objective of this paper is to find the characteristics of retail service culture. This research also tends to study the relationships between antecedents of development of retail service culture and impact of service culture on its outcome variables. The final sample size includes 202 employees of an organised retail organisation. The results of a factor analysis revealed five dimensions of retail service culture, namely, reliability, responsiveness, support, attitude towards customers and competitive framework. Top management commitment, cultural socialisation and participative/supportive leadership were found to create a significant positive impact on building a customer oriented service culture. A customer oriented service culture was found to create a significant positive impact on customer satisfaction, trust and loyalty.
Keywords: service culture; retail organisations; marketing; leadership style; customer satisfaction; trust; customer loyalty; retailing; purchase decisions; service delivery; retail services.
- Evaluation of movie piracy using an integrated approach of interpretive structural modelling and MICMAC analysis
by Pradeep Kumar Gupta, Bhama Venkataramani
Abstract: The aim of the paper is to identify the factors which lead to movie piracy and develop a theoretical framework for its prevention. With the growth in movie piracy since the appearance of BitTorrent in 2003, pirated films have become available immediately after official release across the world, while they are not available for authorised viewing abroad until their premieres in each country. This is one of the growing menaces in India and Indian sub-continent where movie is one of the major sources of entertainment. In spite of several efforts made by the Indian film industry in general and Hindi film industry, Mumbai in particular to prevent the piracy, the outcome of such efforts is strongly correlated negatively. In this study we have made an effort to identify variables through systematic literature review and understand contextual relationships among these variables using interpretive structural modelling (ISM) and MICMAC analysis. The findings suggest that illiteracy and lack of infrastructure are two important driving variables of piracy.
Keywords: movie piracy; film piracy; interpretive structural modelling; ISM; MICMAC; pirated films; pirated movies; India; illiteracy; infrastructure; literacy.
- Assessing the impact of collaborative practices on the performance of automotive SMEs: an exploratory study
by Nitin S. Bhalkikar, Milind M. Akarte
Abstract: Small- and medium-sized enterprises (SMEs) involved in automotive components manufacturing, offer a sizable contribution in wealth creation and gross domestic product (GDP) of a nation. Better performance and higher productivity are imperative for an enterprise to sustain increasing global pressures, customer demands and market volatility. Major life cycle decisions are finalised in product design development stage as they affect performance of enterprise and late design changes are often undesirable. Collaboration is an approach that helps resolve late design changes by sharing knowledge and data. Collaborative practices in SMEs have found to improve performance appreciably. In this paper, an attempt has been made to assess the impact of collaborative practices on performance. Data collected from SMEs through questionnaire was analysed and results thus obtained were subjected to validation through structural equation model, establishing positive correlation between collaborative practices and productivity. The research findings confirm that collaborative practices are highly correlated for improving productivity.
Keywords: productivity; performance measurement; automotive SMEs; small and medium-sized enterprises; SME collaboration; collaborative practices; automobile industry; automotive components manufacturing; product design; design change; knowledge sharing; data sharing; firm performance; structural equation modelling; SEM.
- A review of career women in the new economy: research directions in the Indian context
by Shailja Agarwal
Abstract: The ever-evolving dynamics of interplay of gender in organisations has been an intriguing force to practitioners, academicians and researchers. Literature is replete with a plethora of research encapsulating the role of gender in organisational and work-life balance, with a special focus on female workers. In this article, I assess the extant literature on women's careers appearing in selected career and management journals from 2000 to the present to determine developments in the state of women's careers after more than a decade of the dawn of the 21st century. I have attempted to summarise and synthesise this growing body of literature and outline an agenda for future research, specifically for Indian researchers, in this direction. The purpose of this review is to examine the current state of the literature on women and careers at the outset of the new century and identify gaps in research in terms of Indian women in career.
Keywords: career women; new economy; India; female employees; gender; literature review.
- Customer complaining behaviour and its consequences in the credit card industry: an empirical investigation in the developing Indian economy
by Shivendra Kumar Pandey
Abstract: Understanding complaining behaviour in Indian credit card industry was the objective of this research. A foreign bank operating in India had collected customer complaint data in a natural environment and data on 957 such customers were provided by the bank. The antecedents of the complaint process were objectively measured with variables such as the number of times contacted and time taken for resolution of the complaint. The analysis revealed that customers are willing to wait a bit more for a resolution of the complaint provided they are not required to do follow ups. The bank's service quality mediates between the satisfaction from the complaint process and recommendation to a friend. Implications for managers and researchers are discussed.
Keywords: complaining behaviour; complaint resolution; resolution time; customer satisfaction; service rating; customer recommendation; structural equation modelling; SEM; credit cards; India; customer behaviour; customer complaints; foreign banks; banking industry; bank services; service quality.
- Effectiveness of social media marketing: special reference to Kerala tourism
by C. Pradeep Kumar, R. Sakthivel, Hareesh N. Ramanathan
Abstract: International tourism has continued to show robust growth in the year 2013 and the trends show that there is enough space for emerging economies such as Kerala to grow and reach new heights. By seeing these opportunities the Government of Kerala, by way of a modern marketing strategy, has envisaged to achieve a yearly growth rate of 15% in foreign tourist arrivals, and 7% on domestic tourist arrivals. The Government is formulating a plethora of new strategies to strengthen the existing international markets such as the USA, UK, Australia, France, and Germany, together with the untapped markets of Russia, South Africa, the Middle East, etc. Thus, the tourism industry in Kerala by means of various marketing techniques, sophisticated advertisement methods and diversified products, have decided to achieve the targets by 2021. The present study is to evaluate the effectiveness of social media marketing techniques adopted by tourism operators and developers, who operate in Kerala.
Keywords: social media marketing; Kerala; India; tourism industry; website effectiveness; tourism websites.
- A cultural paradox in organisations in India
by Richa Awasthy, Rajen K. Gupta
Abstract: Indians, at the modern workplace are facing a cultural paradox between their deep seated traditional values and the modern paradigm of western business values. In the current paper, we use multiple published case studies of various organisations in India to understand how these organisations are responding to this paradox, using Cameron and Quinn's (1999) competing values framework (CVF). In terms of CVF, organisations in India are facing a cultural paradox between clan and market type cultures. We are using conjecture to explain the paradox through dialectical theory. This paper then proposes adhocracy as the synthesis of the thesis of clan-type culture and anti-thesis of market type culture for the organisations in India. Drawing lessons from the organisations which have managed to deal with the paradox successfully we draw two propositions for further research. By working with and through the paradox, the paper also presents some modifications in CVF to apt to the Indian context.
Keywords: organisational culture; paradox; competing values framework; CVF; India.
- Identifying training problems of travel agency employees across India using structured equation modelling
by Anu Singh Lather, Shalini Garg, Sona Vikas
Abstract: Quality of trained manpower is one of the key factors contributing to the service quality in the travel and tourism industry. There is a perceived need for human resource development, to raise the profile of the industry, increase productivity and provide sustainable employment within the tourism industry and in such a situation, training plays a vital role for upgrading employee skills. However, apart from industry related issues, there are several other training problems besieging the travel industry. This study has been carried out from the employee perspective to identify the critical factors affecting training and development in travel agencies. A structured questionnaire was administered on 450 employees working in 50 travel agencies across India. The results through structured equation modelling show that employees of travel agencies feel that the key issues affecting training and development initiatives in their organisations are training provisions, employee perception and managerial support.
Keywords: training problems; training provisions; employee perception; managerial support.
- Organisational commitment of B-school teachers in India: an empirical study
by Feza Tabassum Azmi, Gunjan Mohan Sharma
Abstract: The study examines the relationship between job related factors (pay, promotion opportunities, supervision and work-schedule flexibility), job satisfaction and organisational commitment of teaching staff of Indian B-schools using structure equation modelling (LISREL 8.5). The study is based on a single cross-sectional survey. In all 310 responses were generated from teachers of management institutes located in India. A self-administered questionnaire with items related to the study dimensions was deployed for the study. It was found that pay satisfaction and work-schedule flexibility do have a positive relationship with job satisfaction and commitment. Satisfaction with supervision was positively correlated to job satisfaction only. The study is unique in the sense that it is among the very few studies conducted in the context of management institutes in India. Since there is acute shortage of teachers in Indian B-schools, gaining insights into dynamics of job satisfaction and commitment can provide valuable inputs to B-schools.
Keywords: management education; organisational commitment; SEM; Indian teachers; B-schools; India.
- Prospective FDI opportunities for India and BRICS
by Ratna Vadra
Abstract: Emerging economies of Brazil, Russia, India and China (BRIC) have acquired important role in the world economy as producers of goods and services. BRICS countries prominently attract larger capital because of their larger potential consumer market having the common characteristic of large population. FDI has increasingly been viewed by policy makers in developing and emerging market economies as a tool to finance development increase in productivity and import new technologies. In addition, the relative stability of FDI inflows constitutes a buffer against sharp reversals in portfolio inflows during periods of crisis, such as the one experienced in 2008-2009. India has immense amenities which are untapped due to policy paralysis and other major factors such as lack of transparent taxation system, inflexible business regulations, difficulty in starting a business, etc. This study proposes a comparative analysis of present situations prevailing in the FDI in and out of India, its relationship with respect to other BRICS nations The objective of the study is to compare the growth and forecasts of FDI inflows to BRIC countries. The growth of FDI inflows for the period of 1991-2010 and the forecasts of FDI inflows for the next ten years, i.e., 2011-2020 are computed in the study.
Keywords: trade liberalisation; regionalism; trade expansion; BRICS countries; FDI; outflows; investment opportunity; India.
- HR service dimensions of quality of work life factors: IT enabled services perspectives in India
by Tripti Singh, Shefali Nandan, Ginni Chawla
Abstract: With the changing work-life parameters, quality of work life (QWL) is becoming an important issue from the perspective of an organisation as well as employees. India's competitive cost advantage of Information Technology Enabled Services (ITES) industry can be attributed to its people, particularly HR practices. The present paper identifies various dimensions of HR services of QWL factors through empirical study. The five QWL factors identified are: social aspects, work aspects, human resource policies, work environment, and other life domain factors. The study makes an attempt to integrate the concepts of HR service quality and QWL factors. The identified HR service dimensions are empathy, responsiveness, tangibility, safety and security and reliability.
Keywords: quality of work life; QWL; employees; Information Technology Enabled Services; ITES; work environment; HR service dimensions; SERVQUAL; India.
- Sub-national competitiveness analysis and simulation studies for 35 states and union territories of India
by Khee Giap Tan, Kartik Rao
Abstract: This paper uses the Asia Competitiveness Institute (ACI) competitiveness index to rank the competitiveness of the 35 states and union territories of India and conducts simulation studies to recognise how each state or union territory can improve its competitiveness. The results highlight, in general, a distinct pattern of high competitiveness in the western and the southern states of the country. A similar geographic concentration emerges with the north-eastern states characterised by their low competitiveness. Paradoxically, the mineral-rich states in eastern India rank in the Bottom-10 though access to rich natural resources present several areas of opportunity for the development of these states.
Keywords: sub-national competitiveness; Indian states and union territories; competitiveness; simulations; India.
- A model of mobile commerce practices in the State of Punjab: an empirical investigation
by Kanwalvir Singh, Himanshu Aggarwal
Abstract: This paper focuses on determining the effect and relationship between the factors concerning various mobile commerce practices and the responses of the citizens regarding different demographic profile variables such as gender, age group, qualification, etc. The research has been carried out on randomly selected citizens belonging to the State of Punjab in India. The principal components extracted from the various factors have been further tested using hypotheses for any significant relationships. The findings of the study also ascertained the factors affecting the adoption of mobile commerce practices that have been interpreted using the developed regression model showing the output as various factors in the form of positive and negative estimators. The results from this research study on technology adoption of various mobile commerce practices provide an insight perspective and analysis of the opinions of the citizens to the various product developers and marketers for the development of mobile commerce applications.
Keywords: M-commerce; mobile commerce practices; mobile technology adoption; principal components; regression model; Punjab; India.