International Journal of Business Excellence (87 papers in press)

Regular Issues

• BANKS, EMPLOYEES AND BRAND PROMISE DELIVERY: CUSTOMERS ANALYTICAL PERSPECTIVE  
  by BABY THOMAS, G. Rajendran 
  Abstract: Purpose: The study has the purpose of explicating to commercial banks as well as their employees how well, in the revealed perceptions of customers; they have functioned in delivering their brand promises and what lessons they may gain from the study in order that their brand promise deliveries can be even more bettered, in the future. Design/Methodology/Approach: The methodology of quantitative questionnaire survey has been adopted to collect data from 300 customers of 15 commercial banks, state-owned (five), private (five) and foreign (five), evaluating the banks (three scaled items), the employees (three scaled items) and brand promise delivery (10 scaled items) of the banks in relation to four categories of operations, namely, loans for housing, vehicles (cars), personal needs and education. Data for 300 customers with 16 scaled variables have been analysed using IBM Amos 20.0. Confirmatory factor analysis is done to test the formulated hypotheses regarding the structure of factor loadings and inter-correlations besides other measures. A causal modelling or path analysis approach has been used in the analysis of data. Findings: The empirical study has confirmed that in the revealed perceptions of the customers interviewed the banks and their employees have a positive and direct impact on the banks brand promise delivery. The organizational commitment and employees service oriented behaviours have a positive impact on the brand promise delivery, making the customers eminently satisfied. Research limitations/Implications: The research was confined to Chennai city and to short span of time. The researchers may go ahead testing the model further with different set of population, in different geographical areas and time periods. Practical Implications: Brand management by the banks and customer satisfaction by the employees have guided the demands for intense and higher housing, vehicle, personal and educational loan services, which in turn led on to effective brand promise deliveries in Chennai city by the state-owned, private and foreign commercial banks alike. Originality and Value: A study of the nature and extent of brand management and customer satisfaction through an intense and higher loan services in commercial banks leading to effective brand promise delivery is rare. Hence, the perspectives gained on brand promise delivery are relevant and intrinsic in marketing banking products especially loan services. By the revealed perceptions of the customers the study adds originality and value to branding and brand promise delivery research.
  Keywords: Commercial banks; brand promise delivery; revealed perceptions; customers; Chennai; India.
  
  
• Consumer Perception of Corporate Social Responsibility (CSR) and Purchase Behaviour  
  by Akanksha Shukla, Geetika Goel, Nidhi Tiwari 
  Abstract: The purpose of the paper is to investigate whether the consumers perception of Corporate Social Responsibility (CSR) has an impact on their purchase behavior. Literature highlights two distinctive approaches, one favoring CSR and the other opposing it. A survey of consumers has been conducted to assess the impact of CSR perception of consumers on purchase behavior. Exploratory Factor Analysis (EFA) has been conducted to identify different dimensions of CSR perception of consumers and then the subsequent impact of these dimensions of CSR on purchase behavior is tested using multiple regression analysis.\r\nCSR perception of the consumer has been factorized into four dimensions reflecting different motives of firms behind CSR. Further, instrumental CSR and normative CSR are found to positively impact purchase intention and willingness to pay; whereas legal CSR negatively impacts purchase behavior and non-voluntary CSR has no influence on consumers.\r\n\r\nThe findings of the research have managerial implications as firms must take due care of how CSR activities are perceived by consumers. Firms can gain a positive response from consumers by exhibiting their strategic and ethical motives behind CSR involvement.\r\n\r\nThe study revealed four different dimensions of consumer perception of CSR other than previous researches. A validated research model has been developed to measure the impact of CSR perception on purchase behavior.
  Keywords: Corporate Social Responsibility; CSR Perception; Purchase Intention; Willingness to pay; Purchase Behavior.
  
  
• Exploring a Thai "Sufficiency" approach to corporate sustainability  
  by Sooksan Kantabutra 
  Abstract: To explore a corporate sustainability model called Sufficiency Thinking through a case study of a Thai SME. Multi-data collection approach is adopted to collect data at Nithi Foods. Our researchers collect case study data that is supplemented by non-participant observations made during visits, and reference to documentation and information supplied by, or published about, the company (e.g. news reports, magazine articles). Formal and informal discussions were also held with top management team members and employees. Other stakeholders were also interviewed. All were chosen on a convenience basis. Overall, findings support the Sufficiency Thinking model as an approach to corporate sustainability for SMEs. Business practices informed by virtues, knowledge, sufficiency mindset, action principles are identified and discussed. Measurable outputs and outcomes are also identified as discussed.
  Keywords: Corporate sustainability; leadership; sustainable leadership; Sufficiency Economy; entrepreneurship and small business.
  
  
• The Use of Poison Pills by American Firms over the Period 1997-2015: What has been their Impact on Shareholder Value?  
  by DUARTE PITTA FERRAZ, Ilidio Tomas Lopes, SIMON HITZELBERGER 
  Abstract: Poison pills are controversial devices for which no common conclusion as to how the market reacts to their adoption exists. This research collates 4,479 poison pill adoption events by American companies over the period 1997-2015. Statistically significant insights and positive abnormal returns were found on the day the poison pill was adopted. It is for this reason that we argue in favour of the shareholder wealth-maximization hypothesis, stating that poison pills protect shareholders by providing management a superior bargaining position. Shareholders react positively to poison pill adoption, particularly if a hostile takeover attempt is anticipated. Furthermore, shareholders seem to value the protective effect of the device, which both provides management a superior bargaining position and allows the maximal possible bid premium to be negotiated.
  Keywords: corporate governance; poison pills; shareholder wealth; antitakeover statute; hostile takeover; value creation.
  
  
• Evaluation of knowledge Management model in construction companies using the fuzzy AHP and Fuzzy TOPSIS  
  by Soheila Albooyeh, Farzad Yaghmaie 
  Abstract: The purpose of this study was to evaluation of knowledge Management model in construction companies in Iran .Research is describing that it was conducted to survey method. The Statistic populations of this research are firms including Kayson Company, Property IRAN Company and Kosovo Company as the expert's population and a sample of 30 experts were selected. FAHP, the fuzzy TOPSIS methods were used to analyze the data. The main instruments used for gathering the data in this study were questionnaire. Results show that in the Irans construction industry, the data is the most important subcategory of the factors knowledge Management; wisdom, personnel, knowledge, and information are at the next lower level of importance. The results obtained from both methods indicate that Property IRAN Company in construction industry are more important than Kayson Company and Kosovo Company in construction industry.
  Keywords: knowledge; knowledge management; Fuzzy Analytic Hierarchy Process; Fuzzy TOPSIS.
  
  
• COMPETING PERFORMANCE MEASURES IN PREDICTING SHAREHOLDER RETURN OF INDIAN PHARMACEUTICAL FIRMS: AN EMPIRICAL EVIDENCE  
  by VENUGOPAL MERUGU, RAVINDAR REDDY MEKAPOTHULA, Bhanu Prakash Sharma G 
  Abstract: The impetus of this paper is to examine the superiority of modern value based measures over traditional accounting measures in predicting the shareholder return measured as the stock price appreciation and dividend paid during a period. To examine relative and incremental information content, panel data regression models were used on sample data of 77 BSE listed pharmaceutical firms during the period from 2007 to 2015. Relative information content test reveals that the EPS outperformed the modern value based measure. And also, incremental information content test reveals that the modern value based measures significantly predict shareholder return than accounting measures. The results suggest that the managers and investors need to consider the value based measures in assessing the firms performance. For evaluating the firms ability in generating higher returns they also need to consider market conditions, capital intensity and other determinants.
  Keywords: Performance measures; Traditional accounting measures; economic value added; market value added; created shareholder value; relative and incremental information content.
  
  
• Environmental management accounting practices, environmental management system and environmental performance for the Malaysian manufacturing industry  
  by Nursyazwani Mohd Fuzi, Nurul Fadly Habidin, Sharul Effendy Janudin, Sharon Yong Yee Ong 
  Abstract: The aim of this study is to examine the relationship between environmental management accounting practices (EMAP), environmental management system (EMS) and environmental performance (EP) for the Malaysian manufacturing industry. EMAP and EMS is one of the important strategic management accounting to improve the EP in the manufacturing industry. This study is using a structural equation modeling (SEM) technique to test the relationship between EMAP, EMS, and EP for the Malaysian manufacturing industry. Indeed, the SEM technique enables the researcher to test the relationship between EMAP, EMS, and EP structural model for Malaysian manufacturing industry. Based on the proposed conceptual model, research hypotheses were developed. Therefore, this study would provide new insights for the environmental management accounting area including EMAP and EMS in order to improve EP for the Malaysian manufacturing industry.
  Keywords: Environmental management accounting practices; environmental management system; environmental performance; environmental cost; auditing; financial performance; operational performance; structural equation modeling; manufacturing industry; Malaysia.
  
  
• Transformational Leadership and Team Performance: An Empirical Study of Hotel Industry of Pakistan  
  by Masoodul Hassan, Zeeshan Iqbal, Ubaidullah Shafique, Nayab Bukhari 
  Abstract: Pakistan has recently emerged as an important investment destination for new hotel development. According to Pakistan Hotels Association (PHA), hotel industry has showed a rising trend after the courtesy launch of China Pakistan Economic Corridor (CPEC). The basic aim of this study is to investigate the influence of transformational leadership (TFL) on the team performance of hotel industry of Pakistan through the mediation of team empowerment, knowledge sharing, team-efficacy and team prosocial motivation. This study is based on the sample of 245 employees from different hotels located in Pakistan. Structural equation modelling approach was applied to examine the hypothesized relationships by using smartPLS software. The findings of study revealed the significant positive influence of transformational leadership on knowledge sharing, team empowerment, team-efficacy and team prosocial motivation. Moreover, team empowerment, team prosocial motivation and team-efficacy powerfully mediate the relationship between TFL and team performance. However, knowledge sharing showed limited effect.
  Keywords: Transformational Leadership; Team Empowerment; Knowledge Sharing; Team Efficacy; Team Prosocial Motivation; Team Performance; Hotel Industry; Pakistan.
  
  
• Towards an integrative model of dynamic capabilities empirical research: a systematic review (1997-2015)  
  by Abbas Bleady, Abdel Hafiez Ali, Siddig Balal 
  Abstract: The primary objectives of this article are twofold: to identify the main characteristics of empirical studies in the field of DC over the period 1997-2015; and, from those results, to propose an integrative model for studying DCs. In this systematic review, a protocol-driven search was performed using four databases: Ebsco, ProQuest, Scopus, and Wiley Online Library. A total of 110 articles were identified through primary research, of which 53 were retained after screening titles and abstracts. All selected articles were assessed in terms of 11 dimensions, some of them formal and others thematic, to obtain an integrated model of DC research at the empirical level. Future empirical research into DCs is needed to disseminate information about the foundations and principles of DC theory. The results of this article should be considered a roadmap or guidance for future empirical research in the DC field.
  Keywords: Dynamic capabilities; empirical study; empirical research; systematic review.
  
  
• Using Decision Trees to Analyze the Customers Shopping Location Preferences  
  by Azarnoush Ansari, Arash Riasi 
  Abstract: Customers shopping location preferences were analyzed by implementing J48 decision tree algorithm. Findings revealed that the existence of discounts at shopping centers and customers awareness of these discounts is the most important socioeconomic factor that affects customers behavior in the context of shopping location preferences. The findings also revealed that the majority of high-income households prefer shopping centers, whereas households in low- or middle-income groups are more inclined toward shopping at individual scattered stores. Finally, the results indicated that J48 decision tree algorithm can be used as a reliable tool for analyzing the consumer behavior due to its high accuracy.
  Keywords: Decision Tree; Data Mining; Customer Behavior; Shopping Centers; J48; Consumer Buying Behavior.
  
  
• An integrated framework of supply chain resilience enablers: A hybrid ISM-FANP approach  
  by Mohamad Sadegh Sangari, Mosayeb Dashtpeyma 
  Abstract: Supply chain resilience (SCRes) as the capability of being responsive to unplanned changes and disruptions has become a key to remain competitive in todays dynamic business environment. The purpose of this paper is to develop an integrated framework for identifying and evaluating the enabling factors of SCRes. An extensive literature review is conducted to construct a comprehensive set of SCRes enablers and an integrated Interpretive Structural Modeling and Fuzzy Analytic Network Process (ISM-FANP) methodology is proposed to analyze the identified factors. The proposed framework provides a unified, structured view of the SCRes enablers as well as their inter-relationships and identifies the most influential prerequisites that contribute to achieving a more resilient supply chain. The results of applying the proposed framework shed light on the key strategies that should be adopted by supply chain managers to enhance SCRes performance and maintain supply chain operations under unexpected disturbances.
  Keywords: Supply chain resilience (SCRes); Enablers; Interpretive Structural Modeling (ISM); Fuzzy Analytical Network Process (FANP); Inter-relationships; Relative importance.
  
  
• THE RELATIONSHIP BETWEEN OPTIMISM AND INCLUSION IN INDIAN MANUFACTURING ORGANIZATION  
  by Teena Bharti, Santosh Rangnekar 
  Abstract: Optimism is associated with positive outcomes which affect the development and performance of an individual, owing to his persistence. It enables adaptation to hard times involving relationships which signify their acceptance by others. In total, optimists provide the behavioral patterns which others can learn from. The purpose of this paper is to examine the relationship of between the optimism level and inclusion at workplace. Further, the study aims to investigate the moderating role of gender on optimism- inclusion relationship in Indian manufacturing organizations. A cross-sectional survey research design was used to collect the data from 245 employees working in the manufacturing sector (India). The current study used hierarchical regression to analyse whether optimism predicts inclusion in an organization. Also, Hayes PROCESS SPSS macro was applied to test the moderating role of gender on optimism- inclusion relationship. Thus, the study would be of immense help to the organisations at large.
  Keywords: Optimism; Inclusion; Interpersonal Relationship; Interpersonal Behavior; FIRO-B; Positive Psychology.
  
  
• Strategic decisions to enter Semnan Gypsum plaster plants in the international markets  
  by Hadi Ghazvini, Morteza Maleki Minbash Razgah, Azim Zarei 
  Abstract: In order to enter the international market, companies must identify their objectives and policies and decide based on it to the best way of entering to international markets. In this study, the effective factors on entering the international markets and entry strategies were prioritized according to the potential of companies in Semnan gypsum industry using network analysis of multi criteria decision technique (ANP). The statistical population consisted of managers and employees of Semnan gypsum plants and thirty people of them were selected as a sample. Data were collected by paired comparisons questionnaires and then experts average ideas were estimated using the geometric mean. Data were analyzed by Super Decisions software and the strategies were prioritized. The results show that the indirect export, manufacturing contract, franchise, direct export, mutual investment and the established of a full ownership unit have the most priorities, respectively.
  Keywords: entry strategy; international markets; Semnan gypsum plaster.
  
  
• Analyzing the Challenges in Sustainable Agricultural Supply Chain System (SASCS) in India  
  by Rakesh Raut, Bhaskar Gardas 
  Abstract: An effective sustainable agricultural supply chain system (SASCS) plays a vital role in sustaining and stimulating development and growth in the agricultural and food sector. It covers all the activities involved in moving the agricultural produce from the farm to the end user. There are some challenges to this domain, which are constricting its growth in India. The aim of the present investigation is to identify the most crucial problems in the agricultural supply chain system through literature review and expert opinions. The identified challenges are modelled using the analytic hierarchy process (AHP), which is a multi-criteria decision-making tool. After analyzing the factors, the top three identified significant challenges of the hierarchical model are-lack of agricultural supply chain infrastructure (C1), lack of integration among the national agricultural markets (C2), and seasonality of the agricultural produce and long gestation period for the projects of infrastructure (C4). The developed AHP model will guide the decision and policy makers for formulating the appropriate sustainable policies for improving the overall agricultural supply chain performance.
  Keywords: Challenges; barriers; hindrances; agricultural supply chain system; sustainability; food security; analytic hierarchy process; India.
  
  
• Use of performance indicators in HR management (HRM) for the companies of industrial sector  
  by Galina Gagarinskaia, Irina Kuznetcova, Aleksandr Gagarinskii 
  Abstract: Building the management system is based on the key performance indicators. The versatility of the system makes it possible to use it also in assessing the techniques for managing the labor potential of the employees in the personnel environment of the industrial sector company. Management structure is typical for the company in question, consists of the three levels: corporate, operational, and line management. Therefore, the contradiction-of-interest risk can theoretically arise both between individuals of the same level and between individuals of different levels. From the analysis performed, we can conclude that at different levels of management different problems have a high level of significance, which allows the situation of colliding interests that occurred at one level not to be transferred to another level of management. The article offers a key performance indicator methodology to effectively manage the enterprises of industrial sector and eliminate the situation of interest inconsistency in horizontal and vertical management.
  Keywords: HRM; management levels; HResources; performance indicators; contradiction of interests.
  
  
• Buying Decision Factors Influencing Organic Food Purchase by Young Consumers: Case of Bandung City Indonesia  
  by Jann Hidajat Tjakraatmadja, Santi Novani, Mikhael Tjhi, Yudi Azis 
  Abstract: Living a comfortable lifestyle is important for many people. However, there are many drawbacks related to health issues, especially for younger people. Some have degenerative diseases that in the past only presented in older people. This paper aims to identify the driving factors that influence the decisions of young consumers to purchase organic food. This research is conducted using mixed methods. Based on the exploratory method, it is found there are sixteen factors drive buying decision towards organic food. Furthermore, through a quantitative method, two clusters of customers are identified. Cluster 1 is consumers who are aware based on life demands that have seven main driving factors, while cluster 2 includes consumers who follow the modern lifestyle based on the suggestions. This study can provide insight into value driven by customers' buying decisions.
  Keywords: Customers' buying decisions; organic food; participatory research; mixed method; two-step cluster analysis.
  
  
• Multilevel Organizational Learning Mechanisms and their Implications for Organizational Performance  
  by Kambiz Navabi Zand, Azar Kafashoor, Shamsodin Nazemi, Gholamreza Malekzadeh 
  Abstract: The purpose of this research was to explore and identify multilevel organizational learning mechanisms and examines their effect on organizational performance of small- and medium-sized enterprises (SMEs) within Tehran province. For identification of the multilevel organizational learning mechanisms in these enterprises, the grounded theory three-stage method was used through which the obtained results from different approaches were combined to develop the research final model. At the first stage, conducting an extensive literature review, 48 codes (organizational learning mechanisms) were identified. Next, turning to the reality of the SMEs, the identified OL mechanisms at previous stage were to be assessed for a population of 10454 SMEs operating in Tehran province. For this purpose, a questionnaire containing 55 query items was developed and distributed to a sample of 371 enterprises, using stratified random sampling. Then, at the third stage, holding interviews with knowledgeable experts and executives based on purposeful, snowball sampling and given the rule of theoretical saturation, the intended learning mechanisms were identified and the model of multilevel learning mechanisms was finalized. Based on the results in the intuition stage, 41 mechanisms in total were identified. These mechanisms were coded into four categories, namely systemic, individual development, environmental analysis, and reward and support mechanisms. At the interpretation stage, 20 mechanisms were identified and subsequently coded into three main categories of group discussions, systemic, and cultural mechanisms. For the integrative process, the identified 9 mechanisms were grouped into two core categories of systemic and strategic mechanisms. And lastly, the 16 mechanisms of the institutionalization stage were grouped into three core categories of systemic, structural and cultural mechanisms. Eventually, the effects of these mechanisms on organizational performance were examined. The results indicated a significant association between these mechanisms and organizational performance.
  Keywords: Organizational learning (OL); organizational performance; SMEs; Tehran Province (Iran).
  DOI: 10.1504/IJBEX.2019.10017479
   
  
• Role of Service Quality measurements in In-Patients Satisfaction in Corporate Hospitals  
  by Mohammed RiyazhKhan Khan, Noorul Haq Haq 
  Abstract: Service plays an essential role in an organisation. Service plays a vital role in the Healthcare sector, as most elements are intangible in nature. Measurement of service quality in the healthcare sector is difficult for researchers (Daniel &Berinyuy2010; Fernando et al 2011). In this article, researcher discussed service quality factors for the healthcare sector. The researcher fits the new service quality model for the healthcare sector under Parasuraman dimensions (RATER model). The researcher fixed 30 sub-criteria for evaluation of services in hospitals/healthcare and used ANP (Analytical Network Process) for factors which influence service quality in Hospitals or Healthcare sectors. The researcher next applied AHP (Analytical Hierarchy Process) and PROMETHEE (Preference Ranking Organization method for Enrichment Evaluation) tools as corporate hospitals provide the best (ranked) service quality (SERVQUAL) from the public and societal aspects. The researcher chose five corporate healthcare/hospitals in INDIA. This research is vital to future researchers who evaluate the service quality of healthcare/hospitals.
  Keywords: Service Quality; AHP (Analytical Hierarchy Process); ANP (Analytical network process); PROMETHEE (preference ranking organisation method for enrichment evaluation); Healthcare; Corporate Hospitals and Service quality.
  
  
• Does loyalty and satisfaction support customer retention in Life Insurance sector? - An empirical study  
  by RANGANATHAN VENKATESAN, Jayanth Jacob 
  Abstract: Life insurance is a contract between a policyholder and an insurance firm. This study aims to assess the attributes for customer retention and to determine the factors affecting customer satisfaction and loyalty. Four items for customer satisfaction, five items for customer loyalty and three items for customer retention are used for the measurement of the retention potential of life insurance policy holders. The data was collected from respondents residing in sub urban locations in Tamilnadu holding life insurance policies issued by top five life insurance service providers in India. The total size of the sample was 462 and data were analysed using the SmartPLS 3 for measuring reliability and validity of data. The results indicate high expectations of policyholders in terms of service. The results of the quantitative assessment of customer retention offer insights on how customers rate the service and their extent of satisfaction of the insurance firm. Satisfied customers maintain continuous business with the particular firm and also encouraged their friends and family members to buy insurance policies from a specific insurance company. Insurance firms retain the existing customers through the delivery of quality service that the customer expects of them.
  Keywords: retention; satisfaction; loyalty; life insurance.
  
  
• Project portfolio management: A landscape of the literature  
  by Eduardo Yamakawa, Paulo A. Cauchick Miguel, Thayla Sousa-Zomer, Catherine Killen 
  Abstract: Project portfolio management (PPM) has a central position in both the business literature and companiesʼ management practices. Although PPM has been practiced for decades and the theoretical contributions in the field have grown, overviews of the state-of-the-art of PPM research and its processes are scarce. Therefore, this paper analyses the PPM literature to identify relevant PPM concepts through a systematic literature review. This study analysed 470 articles, and the core PPM sub-categories were identified. The main findings show that, in general, two or more PPM sub-categories are collectively analised in the publications, which indicates that there is a synergy among these sub-categories. Moreover, since the subject is somewhat broad, several tools have been developed to support the complex decision-making problems involving optimisation, statistical techniques, stochastic simulations, and artificial intelligence. For practitioners, the findings of this study may provide a useful basis for PPM implementation.
  Keywords: project portfolio management; PPM; literature review.
  
  
• Marketing team excellence as a function entrepreneurial orientation, learning orientation and knowledge sharing: An empirical research in SMEs  
  by Mohamadhossein Rahmati 
  Abstract: This study aims to propose and test an integrated model focusing on the drivers and consequences of learning orientation in the context of marketing and business excellence. A quantitative study was conducted, including 62 marketing teams and a total of 383 employees in 49 small and medium-sized enterprises (SMEs) located in Iran. Structural equation modeling examines the validity of constructs and path relationships. The results of the structural equation modeling (SEM) analysis provided three findings as follows: (1) entrepreneurial orientation had positive effects on the three dimensions of learning orientation, namely commitment to learning, shared vision and open-mindedness; (2) three components of learning orientation had positive effects on knowledge sharing; and (3) knowledge sharing, which in turn, lead to marketing team performance. The combination of a developing country context and the significance of entrepreneurial orientation, learning orientation, knowledge sharing and marketing team performance in SMEs enhance the contextual contribution of the paper.
  Keywords: Marketing; business excellence; entrepreneurial orientation; learning orientation; knowledge sharing; marketing team performance; SMEs.
  
  
• Communicating with Patients through Facebook: The case of dental healthcare services  
  by Helena Nobre, Nina Szczygiel, Mariana Condé-Pinto 
  Abstract: The study explores how dental healthcare providers use social network websites, in particular, Facebook, to communicate with patients and potential customers, manage relationships, and build brand image. An exploratory investigation was carried on based on a cross-case study of four small dental clinics with a Facebook presence. Results indicate that Facebook offers room to create an interactive environment where clinics can communicate in real-time with patients, getting them engaged in ongoing dialogues beyond traditional doctor consultations. Through online social networks, it is possible to provide dental healthcare information, follow-up of treatments, and answer questions, making processes more efficient and customer-oriented and facilitating the development of closer relationships with patients. The paper outlines some challenges for online health social network managers.
  Keywords: Online social networks; social network websites; dental healthcare services; dental clinics; Facebook; healthcare social media marketing.
  DOI: 10.1504/IJBEX.2019.10014744
   
  
• Does Positive Organizational Behaviour and Career Commitment Lead to Work Happiness?  
  by Safiah Omar, Sharmila Jayasingam, Raida Abu Bakar 
  Abstract: This study aims to identify if positive organisational behaviour (POB) and career commitment affect work happiness. Assessment on these two factors were conducted via Structural Equation Modelling. A cross-sectional study comprising 393 ICT professionals working in Malaysia was conducted through a questionnaire survey that was based on the 7-point Likert scale. The research model used was guided by the broaden-and-build theory and the self-determination theory. AMOS version 21 was used for the analyses. Findings indicate that POB has positive relationships with work happiness but career commitment has no significant relationship with work happiness. There was evidence to support that individuals who were positive in nature were more likely to feel happy with their work. There was also evidence to reject the notion that a committed worker was a happy worker. These findings have practical implications on the management and the development of an emerging workforce.
  Keywords: Positive organizational behaviour (POB); career commitment; work happiness; psycap.
  
  
• Colour associations of archetypes: Lessons for brands  
  by Atefeh Talebnejad, Bahram Ranjbarian, Hamid Bidram, Hossein Samavatian 
  Abstract: Archetypal branding is a prolific yet underdeveloped field of study. To help in leveraging visual cues for transferring archetypal meanings of brand to consumers, this study explores the colour associations of archetypes. It also indentifies how Iranian consumers perceive the well-known archetypes. Moreover, the associations of colour dimensions and colour-shape combinations with archetypes are investigated. In-depth interviews and a survey reveal that, in some archetypal perceptions, Iranians are rather different to western consumers. A joint effect of colour and shape on the visual associations of archetypes is also observed. Moreover, findings illustrate that not all colour attributes play a significant role in the perception of all archetypal characters. The results may form research propositions to be investigated in the future empirical studies. The results are helpful in brand building and brand meaning management.
  Keywords: archetype; colour; shape; brand meaning.
  
  
• Impact of Supportive Leadership on Perceived Sales Team Cohesion: Mediation of Critical Thinking and Moderation of Empowerment  
  by Rama Krishna Yelamanchili 
  Abstract: This paper investigates antecedent and mediators of salespersons' perceived team cohesion. It posits that supportive leadership significantly predicts perceived team cohesion through proactive and enabling behaviour of leaders for critical thinking and empowerment. Data from 542 salespersons belonging to 70 sales teams are gathered. The factor analysis resulted into four-factors and the confirmatory factor analysis confirms the four-factor model. Hypotheses testing and mediation analysis is done using process script for SPSS. The paper finds significant positive direct effect of supportive leadership on salespersons' perceived team cohesion. Mediation analyses reveal partial mediation effect of critical thinking between supportive leadership and perceived team cohesion, and no mediation effect of empowerment is found between supportive leadership and perceived team cohesion. The findings of this paper broaden the understanding of the role of supportive leadership in salespersons' perceived team cohesion and explain the process by which leaders can build high cohesion among followers.
  Keywords: Supportive leadership; sales teams; perceived team cohesion; critical thinking; empowerment; mediation analysis.
  DOI: 10.1504/IJBEX.2019.10013705
   
  
• Do Investors Gain from Sustainable Investing? An Empirical Evidence from India  
  by Shernaz Bodhanwala, Ruzbeh Bodhanwala 
  Abstract: Present actions of the company have an influence on its long term success as well as on the well-being of the society, ecosystem and environment. Sustainable Investing is gaining critical attention world-wide. This study aims to empirically test whether corporate sustainability (CS) has an impact on market value. The relationship is examined using the panel data of Indian non-financial firms from 2010 to 2015 that are consistently ranked by Thomson Reuters ASSET4 database. Taking Market value as proxy for firm value, a significant positive relationship is found between CS and market value. We find evidence to support firms that employ sustainable strategies in business policy formulations are better rewarded by investors with higher valuations in capital markets. This study provides empirical support for the stakeholder theory as is perceived by the proponents of ethical business practices. It suggests that businesses that seek capital market appreciation can likely achieve it by aligning corporate virtue of profit to ESG which helps to build social reputation and brand for the firm.
  Keywords: Sustainability; corporate social responsibility; Market value; sustainability index; Panel data; ESG score.
  
  
• ANALYSIS OF AUDITOR COMPETENCIES AND JOB SATISFACTION ON TAX AUDIT QUALITY MODERATED BY TIME PRESSURE (CASE STUDY of INDONESIAN TAX OFFICES)  
  by Etin Supriyatin, M. Ali Iqbal, Rhian Indradewa 
  Abstract: This research aims to examine the effect of auditor competencies and job satisfaction in regard to the quality of the tax audit under time pressure as a moderating variable. The testing is performed by examining the main effect of auditor competencies and job satisfaction with regard to the quality of the tax audit, which is then followed by testing the effect of the interaction between auditor competencies and time pressure as well as between job satisfaction and time pressure on the quality of the tax audit. The population in this study consists of tax auditors in a tax office in Indonesia. The research method used includes quantitative research and the Partial Least Square (PLS) regression analysis. The results show that auditor competencies and job satisfaction have a significant effect on the process quality and the resulting quality of the tax audit, while the interaction between auditor competencies and time pressure and the interaction between job satisfaction and time pressure do not reduce the process quality and the resulting quality of the tax audit.
  Keywords: Competence; Job Satisfaction; Time Pressure; Tax Audit Quality.
  
  
• APPLYING LEAN MANAGEMENT IN COMPLEX MANUFACTURING LINES: THE CASE OF FLASH CHIP PRODUCTION  
  by Benjamin Gozlan, Ofer Barkai, Elad Harison 
  Abstract: Lean production practices and tools have been widely implemented for the last two decades in a variety of industries and services all over the world. The common notion of the Lean concepts refers to a management strategy aimed at eliminating all sorts of waste throughout the operational processes. The paper evaluates the possibilities of implementing the principles of Lean manufacturing in complex production lines and illustrates their potential contribution to the operations of firms. The case brought in the paper illustrates the use of the major principles of Lean within a manufacturing company of flash memory chips. The case study highlights the benefits associated with the implementation of the Lean Management methodologies and techniques and aims to motivate organizations with production facilities to apply Lean practices to benefit from substantial efficiency, output and quality gains with only minor investments. Additionally, various metrics for measuring the impact of Lean Management on different operational and financial dimensions within organisations are presented and discussed.
  Keywords: Lean Management; Flash Chip Production; Production Faults; Value Gains.
  
  
• Non Technical Skill development Strategy to enhance Safety Performance of Railway system: An Interpretive Structural Modelling Approach  
  by Sudarson Nayak, Sushant Tripathy 
  Abstract: Despite massive technological advancement and up gradation in transport sector, operational safety largely depends on the front-line operator. The manager of transport industry, remains chronically stressed to ensure system safety along with productivity. It is always a challenge for them to deliver system safety while managing routine task along with providing system resilience against emergencies, abnormalities along with occasional operators fallibility. To handle these challenges effectively, development of suitable Non-Technical Skill for front line managers has been attempted in the paper. Generic NTS proposed could provide the necessary fillip to their Technical skill and likely to enhance their overall managerial skill. This shall also demonstrable commitment for adopting NTS for the entire organisation to enhance safety and productivity.
  Keywords: Non Technical Skill; Front Line Managers; Interpretive Structural Modelling (ISM).
  
  
• Customer centric success measures in project management  
  by Matti Haverila, Kai C. Haverila 
  Abstract: This research investigates 3,129 system delivery projects in the facilities management industry with an aim to understand customers perceptions of customer relationship quality, satisfaction, repurchase intent, and the role of the value for money construct in the customer satisfaction and repurchase intent context. To test the hypotheses, the Partial Least Squares (PLS) structural equation modeling was used to test the theoretical model. The findings show a significant and positive relationship between the relationship quality and customer satisfaction as well as between customer satisfaction and repurchase intent. Furthermore, it was discovered that the value for money construct is not directly related to customer satisfaction; instead it was found to partially mediate the customer satisfaction and repurchase intent relationship. The study contributes to an increased understanding of the customer perceptions regarding relationship quality, customer satisfaction and repurchase intent and the role of value for money in complex system delivery projects. Future research opportunities will be discussed as well.
  Keywords: project management; relationship quality; customer satisfaction; repurchase intent; value for money.
  
  
• Factors Affecting Attrition in Cellular Service Subscription  
  by SUHEL AHMAD, Alpana Srivastawa, Seema Sharma 
  Abstract: Indian cellular phone market is reaching to its natural saturation with tele-density of 89.12. Subscriber's behaviour has become unpredictable and they seek best alternative among many service providers (SP's) with varied offerings. Mobile number portability (MNP) further facilitates switching; causing great revenue loss to the SP's and hence needs to be checked proactively. Industry practitioners maintain huge database containing thousands of variables to be used in their predictive models. This study attempts to identify the variables which might help in predicting attrition by fitting a logistic regression with each individual predictor and judging the usability with Wald Statistics. CART decision tree also suggests similar findings. This descriptive study finds that prior knowledge of 'n-important' variables for model building can greatly reduce the effort, time and cost. Real-time data from geographical cross-section could corroborate the reduction of variables. These variables can be further investigated in future research, while developing any predictive model for customer attrition in cellular service subscription.
  Keywords: Attrition; Churn; Telecom; Mobile Number Portability; MNP; CART; Logistic Regression.
  DOI: 10.1504/IJBEX.2019.10014678
   
  
• A validation of META-RELQUAL under South African micro-enterprise banking customers  
  by Pierre Mostert, Mariëtte Zietsman, Göran Svensson 
  Abstract: Despite previous studies researching META-RELQUAL in various countries, this research appears to be the first to validate META-RELQUAL under micro-enterprises in one of the BRICS countries, namely South Africa. Data were obtained from micro-enterprise banking customers of one of South Africa's largest banks. From the results it could be concluded that the ten constructs comprising META-RELQUAL, namely dependence, commitment, continuity, cooperation, coordination, formalisation, opportunism, satisfaction, specific assets and trust should be viewed as separate constructs contributing to the creation of business relationships, and more specifically relationship quality, under South African micro-enterprise banking customers. This study contributes to existing literature by validating META-RELQUAL under micro-enterprise banking customers within a BRICS context. Banking practitioners will benefit from the research findings by noting the constructs to be focused on to build and maintain relationships with micro-enterprises in an effort to create loyalty and sustain or increase profits.
  Keywords: Relationship marketing; relationship quality; META-RELQUAL; social exchange theory (SET); transaction cost analysis (TCA); business relationships; micro-enterprises; BRICS; South Africa.
  DOI: 10.1504/IJBEX.2019.10014749
   
  
• Vignettes-Based Research in Behavioral Operations Management  
  by Amol Dhaigude, Debmallya Chatterjee, Soma Lilhare, Sudhir Ambekar 
  Abstract: Behavioural operation management (BOM), an emerging area within operations management, explores the interaction of human behaviours and operational processes and systems, and thus challenges this very rational decision-making assumption associated with human under all conditions. BOM relies heavily on the experimental research methodology to investigate the cause and effect relationship. Vignettes are an integral to experimental research; however, they have not been effectively used in BOM. This paper investigates the potential of vignette-based research (VBR) in BOM and proposes a framework for its use. We find that VBR is cost-effective, easy to replicate, scores high on realism, and can enhance internal validity. Further, we have proposed a framework for VBR, which can greatly empower researchers who wish to carry out studies in this field.
  Keywords: Behavioral operations management; Vignette based research; Experimental research design; internal validity.
  DOI: 10.1504/IJBEX.2019.10014683
   
  
• Corporate Social Responsibility, Employee Productivity and Firm Valuation  
  by Shieh-Liang Chen, Cheng-Kun Liu, Chia-Ying Liu 
  Abstract: This paper first examines whether the more investments in corporate social responsibility (CSR), the less likely the share prices will be undervalued by the market. Secondly, we analyze whether there is a positive correlation between the spending on CSR and the companys productivity and explore the impact of CSR on future financial performance of a firm. The findings show that if the spending on CSR is high in the prior or/and current periods, current share prices are less likely to be undervalued. A stronger focus on CSR in the prior or/and current periods does not lead to higher productivity. This is possibly because the input of CSR has no influence on the incentives to employees. In addition, the more efforts in CSR in the prior or current periods, the better future financial performance. This study hence concludes that CSR input can mitigate undervaluation and improve future operation performance.
  Keywords: Corporate social responsibility; Undervaluation; Employee productivity; Financial performance.
  
  
• Internal corporate social responsibility and leadership effects on voice management and organizational performance: Analysis of collaborator perceptions across organizations in Mexico  
  by Andrée Marie López-Fernández 
  Abstract: Corporate social responsibility (CSR) has been studied and analysed from multiple perspectives, such as social and economic, and internal and external viewpoints; and increasingly implemented in organisations worldwide, notwithstanding line of business and/or size. Internal corporate social responsibility (iCSR) focuses exclusively on collaborator complexities, including collaborator voice and voice management. Leadership is perhaps the primary source of iCSR principles and practices, or those responsible for internal engagement; they are also in charge of promoting, encouraging and managing collaborator voice; yet, do leadership's traits determine practices regarding collaborator voice encouragement, as well as the latter's influence on organisational performance? This collaborator-centric study describes the relationship between leadership, iCSR, and collaborator voice, as well as collaborator perceptions, across five different types/sizes of socially responsible organisations.
  Keywords: Internal corporate social responsibility; collaborator voice; voice management; firm types; leadership; Mexico.
  DOI: 10.1504/IJBEX.2019.10014895
   
  
• TQM to Business Excellence: A Research Journey (1985-2018)  
  by Unnikrishnan P.M., Jyoti Tikoria, Arun Kumar Agariya 
  Abstract: This study aims at providing a comprehensive research guide from Total quality management (TQM) to business excellence for future researchers in this area. The research studies covered in this paper are taken from premiere research databases like Emerald, EBSCO, Science Direct, ProQuest online, J-Gate, JSTOR, Taylor and Francis etc. The libraries of premier institutes & other industrial reports have also been accessed to strengthen the coverage and insights. The relevance of the studies in the domain for this paper has been identified using content analysis. A total of 371 research papers are selected ranging from year 1985 to 2018 and are exhaustively reviewed to provide the major insights. It can be safely concluded after reviewing the literature that over the years, focus areas have shifted from total quality management to performance management and finally to business excellence. Another interesting trend observed is that there has been a significant increase in the awareness and deployment of business excellence practices specially in context of developing countries. The outcome of this research work in terms of providing classification of literature, definitions of business excellence, prominent global & national business excellence models and success factors will be of utmost help for the academia as well as practitioners. This study gives an important insight that there is a need for having business excellence models suiting to the specific requirements of the industries. This is most essential to excel in todays fast changing business landscape. Limitations of this research work lies in its scope in terms of review of select list of studies. A comprehensive review of the state of the art literature, identifying the critical success factors of business excellence, categorizing them under broad subgroups such as strategic and functional is the novelty of the present work. This organized review will be of great use for future researchers and practitioners in business excellence domain to gain critical insights suitable to them.
  Keywords: Literature review; Total Quality Management; Business Excellence; Success factors; Content analysis; Models.
  
  
• Evidence of a Glocal Marketing strategy: A case study in the Brazilian Telecommunication Market  
  by Paulo Duarte, Viviane Yamasaki, Thelma Rocha, Susana Silva 
  Abstract: This article is devoted to analyses and discuss the level of control and autonomy that Multinational Enterprises (MNEs) should grant to their subsidiaries. It analyses the impact of subsidiaries capacity to innovate and develop new products and services to the Brazilian telecommunications market, based on the case-study of Telef
  Keywords: Telecommunications; Globalization; Localization; Glocal Strategy; Subsidiaries; Multinational Enterprises; Product Adaptation: Telefónica; Brazil; South America; Market Strategy; Internationalization.
  
  
• Big Data: A new perspective for the establishment of Segments for Niche Marketing  
  by Satish Chandra Ojha 
  Abstract: With the advent of the 21st century, the world of marketing has completely changed the prospects of marketing in the context of attracting the customers and has restructured their methodology for very different types of customer segmentation to ensure their reach to the customer. The current study discusses the various algorithm developing scenarios, which is leading to more concentrated marketing and inturn segments the market at various different levels. The paper provides an overview of how big data and data analysis is leading the world of marketing to generate real-time customer analysis as well as demand analysis of the product, which in turn gets affected by major concern factors like time, marketing channel, product, geographical location and others, keeping in mind the popularization of social media. Further, the limitations and future implications have been discussed.
  Keywords: Big Data; Customer; Customer segmentation; Digital Marketing; Niche Marketing; Social Media Marketing.
  
  
• Islamic Finance and Corporate Governance: A proposed Universal Model  
  by Mosab Tabash, Mohd Sarim, Asif Akhtar, Areeba Khan 
  Abstract: The purpose of this paper is to systematically synchronise the development of Shari'ah governance in the light of Islamic epistemology. The paper explores governance from the Islamic point of view by referring to various verses from the Holy Qur'an. Also, the paper enumerates the Ps of Islamic governance through shedding light on the teachings of the Holy Qur'an. An in-depth literature review is done to identify the enablers of Shari'ah corporate governance model. Furthermore, interpretative structure modelling (ISM) is applied to propose a Shari'ah governance model for all Islamic countries and countries that follow Islamic banking system. The key variables are identified with the help of MICMAC analysis. The results reveal that there are various conflicting issues that exist among business operations of Islamic financial industry. One of the issues is lacking uniformity regarding considerations related to Halal/Haram transactions. The paper suggests a suitable model for implementing Shari'ah governance and making it globally acceptable.
  Keywords: Islamic Finance; Governance; 4Ps of Islamic governance; AAOIFI standards; Interpretative structure modeling; MICMAC analysis; Muslim countires.
  DOI: 10.1504/IJBEX.2019.10015487
   
  
• Adaptability and applicability of Need Hierarchy Theory in assessing employee satisfaction with special reference to EPC Company of UAE  
  by Ramakrishnan G, Lakshmana Rao Ayyagari, Nikhil Kulshrestha 
  Abstract: Any research on studying employee satisfaction always looks afresh and same is the case with the research work made by Abraham Maslow in assessing and analysing the needs of human beings. It is a popular theory in the field of motivation and pioneer for other research works to explore further in assessing the satisfaction levels of employees. In today's millennium HR environment a large number tools and tests are available to assess and measure the satisfaction level of an employee yet employers are interested to go through the gross root level of finding the reasons, what makes an employee more satisfied. The current research study is made basically to cater to the needs of employers, analysts, academicians, researchers, practitioners, HR managers and critics, etc., to visualise the application of need hierarchy theory of motivation in assessing employee satisfaction using ethnography method.
  Keywords: Employee Satisfaction; Need hierarchy; work life balance; HR environment.
  DOI: 10.1504/IJBEX.2019.10015492
   
  
• Dimensions of Employee Satisfaction with Compensation: Scale Development and Validation  
  by Subiya Rahman, Tripti Singh 
  Abstract: Employee satisfaction is deciphered in terms of contentment and is linked with the productivity of the organisation and thus is an important element for employee retention. The objective of the paper is to develop and validate a scale to measure the dimensions of employee satisfaction with compensation. Survey is conducted on a sample of 192 employees in public and private sector banks in India. The findings of the research demonstrate the validity and reliability of the scale and conclude five factors which are important to measure employee satisfaction with compensation viz., compensation structure/administration, pay level, organisational justice, pay raise, benefits and pay equity. The uniqueness of the scale lies in the fact that it measures satisfaction of employees with compensation and gives an impetus to organisation to further develop their compensation plan on the identified strategies.
  Keywords: Employee satisfaction; Compensation; Scale development. Scale validation; Public Banks; Private Banks; Factor Analysis.
  DOI: 10.1504/IJBEX.2019.10015493
   
  
• The balanced scorecard approach in evaluating the marketing function.  
  by António Pimenta Da Gama, Joaquim A. Casaca 
  Abstract: Evaluating marketing performance and understanding the relationships between its measures is a topic that ranks high in the priorities of both academics and practitioners. Such interest arises from the notion that choosing the right metrics will contribute not only to raise firm performance but also to enhance marketing's credibility. However, most models for evaluating marketing performance that have been presented in the literature are of conceptual nature. This work extends previous contributions on the subject, by modelling and validating empirically the phenomenon according to the balanced scorecard concept. Results, obtained through structural equation modelling (SEM), suggest the suitability of the selected metrics for evaluating the marketing function.
  Keywords: marketing; performance; metrics; balanced scorecard; PLS (partial least squares).
  DOI: 10.1504/IJBEX.2019.10015495
   
  
• Lean Habits  
  by Kurt Hozak, Eric O. Olsen 
  Abstract: This conceptual paper develops insights about how organisations can more effectively use lean to achieve operational excellence by forming and applying habits in the manner of the lean exemplar, Toyota. It synthesises the psychological literature from the best-selling book The Power of Habit (Duhigg, 2012) with leading research about Toyota's operations. Our exploratory study shows how Toyota combines cues, routines, and rewards into habit loops that are culturally ingrained. Toyota uses keystone habits for coaching, willpower, and improvement to support and drive other habits and operationalise its fundamental principles. These people-focused keystone habits capture the essence of lean and enable attainment of the two pillars of the Toyota Way: continuous improvement and respect for people. The keystone habits facilitate lean tools (e.g., kanban) being used for improvement in addition to their overt purposes and give employees distinctive capabilities to persist and adapt.
  Keywords: lean habits; habit loops; lean psychology; behavioural operations; Toyota Production System; Toyota Way; continuous improvement; respect for people; coaching; operational excellence.
  DOI: 10.1504/IJBEX.2019.10015624
   
  
• Long Run Relationship between Energy & Agricultural Commodities: Testing in Indian Context Using Cointegration & Causality Approach  
  by Shubhendu Vimal, Ashish Tripathi 
  Abstract: It is being surmised in certain quarters that the price volatility in the market for crude oil is spilling over to the non-energy commodity markets. The aim of the present research is to measure and document the impact of crude oil market on the agricultural commodity markets in India by investigating their long run relationship. This study uses the Johansen's cointegration analysis and the Granger causality technique to explore the existence of a relationship between the prices of crude oil and agricultural commodities over the long-term horizon. The results and implications of the current work can be of special utility to the different stakeholders in the markets for agricultural commodities like participants of the commodity exchanges, traders, commission agents and producers. The previous studies in this area have not individually investigated the long-term price relationship between the various agricultural commodities and crude oil in India.
  Keywords: Keywords - Agriculture; Crude Oil; Co-movement; Cointegration; Causality.
  DOI: 10.1504/IJBEX.2019.10015625
   
  
• Performance of Services and Products in a Fast Food Franchise Chain: Reflections about the Home Delivery Model  
  by Julio Carneiro-da-Cunha, Aldo Nobuyuki, Vânia Nassif, Leandro Patah 
  Abstract: The research objective is to understand which elements are relevant for the service and product performance in the home delivery model of a fast food restaurant. A survey was conducted with 1,236 home delivery consumers. Results showed that both the home delivery as the physical store service models have mostly the same elements that are valid to measure product and service performance. This result excludes the attributes that are exclusively targeted to the store's physical location and that do not exist in the delivery model. Results also indicates to the franchisees' managers which elements they should be concerned in the delivery of services and products at home, offering a proposal of 12 elements that can be considered as relevant factors to fast food restaurants in the home delivery model: temperature, amount, appearance, flavour, packaging, attendance cordiality, suggestive selling, service time, attendant's menu knowledge, delivery cordiality, delivery time and deliverer's presentation.
  Keywords: Entrepreneurship; franchising; performance measurement.
  DOI: 10.1504/IJBEX.2019.10015718
   
  
• Knowledge Workers, Organizational Ambidexterity and Sustainability: A Conceptual Framework  
  by Indu Rao, Pragya Thakur 
  Abstract: In this paper, we highlight that ambidextrous organisations are more likely to achieve organisational sustainability which is a growing concern in the current volatile, uncertain, complex and ambiguous (VUCA) environment. Ambidextrous organisations can achieve sustainability through exploration and exploitation using three approaches, that is, sequential, structural and contextual. Knowledge workers comprising the top management team, senior leaders and other employees play an important role in choosing the approaches to organisational ambidexterity and therefore, to organisational performance and organisational sustainability. We further suggest that this process is influenced by strategy, structure and culture in the organisations. Thus, this paper adds to the literature on organisational ambidexterity and sustainability by proposing a conceptual framework.
  Keywords: Organizational ambidexterity; Knowledge workers; Organizational sustainability.
  DOI: 10.1504/IJBEX.2019.10016056
   
  
• The Adoption of Lean Principles and Practices: Transforming Human Resources Delivery System Model  
  by Gregory Mundth, William Mothersell, Jaideep Motwani, Michael Moore 
  Abstract: The use and application of lean has continued to diffuse across industrial sectors and in the past decades has begun to attract increased interest in the public sectors in general and in higher education institutions in particular. This paper is a case study of the adaptation of lean principles and practices to drive improvement efforts in an HR function at a large public university. The study identifies how HR was able to successfully adapt lean principles and practices to improve organizational processes and systems.
  Keywords: lean production; lean principles; human resources; lean transformation; service industry; higher education; lean HR.
  
  
• 'Application of MQL for Developing Sustainable EDM and Process Parameter Optimization using ANN and GRA Method'  
  by Srinivas Viswanth, R. Ramanujam, Rajyalakshmi Gajjela 
  Abstract: This paper addresses the experimental-based optimisation of near dry EDM process on duplex stainless steel 2,205 grade material under minimum quantity lubrication (MQL) for improving the sustainability. Taguchi's L9 orthogonal array experimental design has been executed for varying input parameters like pulse-on time, pulse-off time, current and voltage. The machining performance is analysed by measuring the material removal rate (MRR), electrode wear rate (EWR) and surface roughness (SR). The obtained results are analysed by the artificial neural network (ANN) and grey relational analysis (GRA) for the multi-response optimisation. In multi-response optimisation, the optimum combination of parameters derived using GRA lead to the improvement of material removal rate at 6.1287 mm3/min and reduced electrode wear rate 0.0698 mm3/min at optimal parameters levels (TON = 450
  Keywords: Minimum Quantity Lubrication; Sustainability; Electrical Discharge Machining; Grey Relational Analysis; Multi-response optimization.
  DOI: 10.1504/IJBEX.2019.10016334
   
  
• IT Flexibility and Downstream Petroleum Supply Chain Performance  
  by Vishnu Nath, Ashutosh Sheel, Y.P. Singh 
  Abstract: The purpose of this study is to examine the role of IT flexibility in improving firm performance of the firms in the downstream supply chain of petroleum industry. Using a structured questionnaire, data was collected from 348 petrol stations in Uttarakhand, Uttar Pradesh and Haryana, India. The results show that transactional, operational and strategic IT flexibility as well as process integration affect firm performance. Based on this, certain IT solutions are proposed for the identified issues in the downstream supply chain of petroleum industry in India. For researchers, the present study shows how various IT flexibilities are connected with one another (in a particular industry) and how they affect firm performance via process integration. For managers, the study highlights the importance of IT flexibility and proposes IT solutions for the identified issues. The research extends past frameworks on IT flexibility for solving issues of downstream petroleum supply chain in India.
  Keywords: IT Flexibility; Supply Chain Performance; AHP; Petroleum; Operations Management; Flexibility; Structural Equation Modeling.
  DOI: 10.1504/IJBEX.2019.10016447
   
  
• Development of a Scale to Measure Individual Creativity Constraints  
  by Tripti Sharma 
  Abstract: Individual creative thinking is subject to some major constraints. These constraints are real obstacles to problem solving skills of employees who drive the business in terms of creative thinking. If these constraints are removed then creativity can flourish, fill a new niche, increase productivity, improve services, develop new uses for existing products and provide solution to existing challenges of varied businesses. The interest in individual creative construct has gained increasing momentum in recent years. Till now, the measurement tools have focused on individual and organisational creativity. However, no measure of individual creativity constraints (ICC) has been advanced despite of persistent requirement in the research. The main aim of this research study is to develop a scale on ICC. This article presents the methodological rigour in development of a scale, which is valid and reliable. It is developed for the use in the human resources and behavioural science to measure ICC.
  Keywords: Creativity; Creative Thinking; Constraints; Creativity Constraints; Individual Creativity Constraints and Scale Development.
  DOI: 10.1504/IJBEX.2019.10016595
   
  
• Optimism and Career Engagement in employees: An Empirical Test  
  by Teena Bharti, SANTOSH RANGNEKAR 
  Abstract: The current study sought to investigate the relation between optimism and career engagement. The study implemented a cross-sectional design of research using a sample of 315 managers from private and public sector organisations in North India. Optimism was measured under the broad categories of personal optimism and self-efficacy optimism in alignment with the earlier studies. Further, hierarchical regression was used to measure the relationship between the independent variable (optimism) and the dependent variable (career engagement). The findings reflected that self-efficacy optimism has a significant relationship with career engagement; however, personal optimism has a less significant relationship with career engagement. Therefore, the given study has established the significant role of optimism in influencing the career outcomes such as career engagement in an emerging non-western nation like India. Also, the theoretical and future implications of the present study were discussed.
  Keywords: employees; career behaviours; optimism; career; career engagement; Personal optimism; SCCT; self- efficacy optimism; Indian organizations.
  DOI: 10.1504/IJBEX.2019.10016596
   
  
• Establishing the link between Marketing and Accounting functions: A review  
  by Mohammed Nuseir 
  Abstract: Marketing and accounting functions are carried out by two different departments of an organisation. These two departments should complement each other practically and perceptually, but in fact, this rarely appears to be the case. The functions carried out by the marketing and accounting departments tend to be very different, and there has been little attempt to link them. This literature review examines the respective functions of the two departments and links them through the prism of the stakeholders, as the opinions of stakeholders are vital to the success of any organisation. The need to pass information to the stakeholders, and the way information among stakeholders is shared, can be a starting point to understanding the link between these departments. This study has identified the importance of eliminating the tiered perception of departments in an organisation by evaluating the functional relationships among them. It is crucial to understand that marketing and accounting functions 'meet' in a common place at the operational level.
  Keywords: Marketing; Accounting; Perception; Functional Organization Structure; Stakeholders.
  DOI: 10.1504/IJBEX.2019.10016703
   
  
• Prioritisation of lean construction barriers in Qatari context: A fuzzy AHP approach  
  by Abdulla Yaqoub Al Sayed, Dinesh Seth, A.M. Hamouda 
  Abstract: This study identifies, reviews and prioritises lean construction barriers in Qatari context. Lean has been widely adopted in manufacturing and service sectors, but its applications in construction sector are found in scarce. The study addresses an urgent need of identifying lean construction barriers (LCBs) and its prioritisation. For obtaining a comprehensive barrier set, the study uses Scopus database. Subsequently, fuzzy analytical hierarchy process (FAHP) is applied for barrier intensity and ranking. This study prioritises 28 barriers that hinder lean adoption in construction. The results reveal that 'policy related barriers' and 'economic and managerial barriers' possess high intensity in obstructing lean adoption. Authors expect that critical review and prioritisation of lean construction barriers will help both researchers and practitioners in formulating appropriate strategies to overcome these barriers.
  Keywords: Lean barriers; failure factors; Fuzzy AHP; construction industry; lean construction barriers.
  DOI: 10.1504/IJBEX.2019.10016704
   
  
• Does gamified elements influence on user's intention to adopt internet banking with integration of UTAUT and General Self-Confidence?  
  by SAMAR RAHI, Mazuri ABD.GHANI 
  Abstract: The present study develops an integrated model combined with unified theory of acceptance and use of technology and general self-confidence in internet banking adoption context. The current study goes a step further by examining moderating role of gamification between user's intention to adopt and user's intention to recommend internet banking. Data was collected from 398 customers of commercial banks. The theoretical model was tested using structural equation modelling (SEM). Findings indicate that integrated UTAUT model has significant influence (R2 - 75.3%) on user's intention to adopt internet banking. For practitioners, it is recommended that they should focus on both technology and game mechanic factors to boost the confidence of internet banking users. This paper makes a unique contribution to information system (IS) and services marketing literature with reference to Pakistan.
  Keywords: UTAUT; General Self-confidence; Gamification; Structural equation modeling (SEM).
  DOI: 10.1504/IJBEX.2019.10016706
   
  
• A new DEA based Voting Method for Ranking and Evaluating the Influence of E-marketing on Bank Performance  
  by Mohammad Izadikhah, Seyed Hamzeh Mirzaei 
  Abstract: Due to importance of measuring banks' performance and because of remarkable impact of recent growth of the internet on banking industry, this study evaluated the influence of e-marketing on bank performance by using a DEA-based voting methodology. In this way, usually more than one unit may be efficient in the DEA models and their scores are one. Therefore, how to rank DMUs and increase the power of discrimination among efficient DMUs become an important part of performance assessments. So, in order to provide a satisfactory ranking, this paper presents a voting methodology that uses the results of some ranking models. For this purpose, each DMU is considered as an alternative and each ranking method is considered as a decision maker. The proposed methodology is applied to evaluate the influence of e-marketing on Iranian's bank performance.
  Keywords: E-marketing; Data envelopment analysis (DEA); Ranking; Voting system.
  DOI: 10.1504/IJBEX.2019.10016980
   
  
• Excellence of social media: A quality assessment  
  by M.Parveen Roja 
  Abstract: Social media is a breakthrough innovation in communication bringing people together and reflecting their minds. Though social media serves as a source of connect, it is not exceptional to flaws. The quality of social media is studied analysing the gaps between the expected and actual features of social media from the perspective of its users. The study applied confirmatory factor analysis (CFA) to confirm the gaps and the leading factors and structured equation modelling (SEM) to find the level of influence of these gaps, lifestyle and personality on the satisfaction level of social media users and their usage level. The study suggested the rectification strategies to refine the features and set right the gaps existing in the social media. It also suggested various options and variants that could be introduced to satisfy the customer segments with varied interests and mindset.
  Keywords: Gap analysis; Lifestyle; Personality; Security; Socialize; Social media.
  DOI: 10.1504/IJBEX.2019.10016981
   
  
• The mediating role of ethical organizational climate between HRM practices and HR outcomes in Public Sector of Saudi Arabia  
  by Mohammad Ali Yamin  
  Abstract: Understanding the main human resource management (HRM) practices is critical for an organisation success or failure. Despite the recent surge in HRM practices studies, little has been discussed about mediating role of organisational ethical climate between HRM practices and HR outcomes in public organisation of Saudi Arabia. The present study develops a theoretical framework grounded in HRM practices namely: training and development, performance appraisal, compensation and reward, organisation planning and HR outcomes include: employee's satisfaction and employees retention with mediating role of organisational ethical climate. A total number of 236 HR managers of public organisations participated in this research. The research model was empirically tested using structural equation modelling (SEM). The findings reveal that all four dimensions of HRM practices have significant influence on employee's satisfaction and employee's retention with mediation of organisational ethical climate. Finally, limitations and future research directions have been discussed.
  Keywords: HRM practices; Organizational ethical climate; HR outcomes; Meditation; Structural equation modeling.
  DOI: 10.1504/IJBEX.2019.10016985
   
  
• The impact of extrinsic and intrinsic rewarding system on employee motivation in the context of Sri Lankan Apparel Sector  
  by Nirma Sadamali (N.S) Jayawardena, Darshana Jayawardena 
  Abstract: The main purpose of this empirical research was to investigate the relationship between the extrinsic and intrinsic rewarding system on employee motivation on a leading apparel company in Sri Lanka. The research design includes mono method quantitative methodology. Data were gathered through 400 employees in the selected apparel company in Sri Lanka through a self-administrated questionnaire. The major findings of this study indicated that there was a strong positive influence from the job promotion variable on employee motivation which is a major extrinsic reward. The study contributed to identify the employee motivational factors in the selected company and to reduce current labour turnover ratio by identifying the factors which motivate the current workforce. The conceptual framework of the study is developed by the author based on the previous literature.
  Keywords: Keywords- Employee motivation; intrinsic rewards; extrinsic rewards; permanent employees; apparel sector; Sri Lanka.
  DOI: 10.1504/IJBEX.2019.10017100
   
  
• Risk Management of Innovative Projects using FMEA; A Case Study  
  by Yogesh Ghadage, Balkrishna Narkhede, Rakesh Raut 
  Abstract: Identification and management of risks in innovative projects is a crucial phase because of a high degree of inherent uncertainties. The present study attempt to identify the critical risk factors for innovative projects. This study intends to propose a methodology for risk management which utilises failure mode and effect analysis (FMEA) for quantification of risks for innovative projects. Based on the analysis the risks are prioritised. The evaluation of outcome indicates that the proposed methodology is successful since it identifies, classifies and analyses the risks. Additionally, current methodology helps to document the action plan and strategies to tackle identified critical risks.
  Keywords: Risk Management; Innovative Projects; FMEA.
  DOI: 10.1504/IJBEX.2019.10017566
   
  
• Lean Six Sigma: Literature Review & Implementation Roadmap for Manufacturing Industries  
  by SEHUL PATEL, Darshak A. Desai, Koilakuntla Maddulety, Balkrishna Narkhede, Rakesh Raut 
  Abstract: Nowadays by virtue of current economic crisis, an ever-increasing number of organisations are looking for management systems that enable them to make their processes flawless, enhance their product quality and/or service characteristics, reduce costs, improve profitability and customer satisfaction. Research has featured a requirement for a specific and feasible integration of Lean with Six Sigma to develop Lean Six Sigma culture in manufacturing sector by providing roadmap to manage and sustain change. Many issues have been analysed in this paper and important themes have cited which includes: execution, critical success factors, benefits and obstacles of Lean Six Sigma deployment. The analysis of 127 articles from 1989 to 2017 has resulted in significant benefits. Hence, this research could provide valuable insights to practitioners.
  Keywords: Lean Six Sigma; Critical Success Factors; DMAIC; Roadmap.
  DOI: 10.1504/IJBEX.2019.10017569
   
  
• What Brazilian workers think about flexible work and telework?  
  by Francisco Antonio Coelho Junior, Cristiane Faiad, Mariana Carolina Barbosa Rêgo, Wilsa Ramos 
  Abstract: Organisations are enabling and encouraging the use of information technologies in work-related tasks. In Brazil, few organisations have implemented telework and some issues need to be discussed considering the Brazilian organisations' reality. Who is eligible to telework? What is the profile of the teleworker? How is telework evaluated from the viewpoint of teleworkers themselves? Thus, this paper examines the perception that Brazilian teleworkers have about the advantages and disadvantages of this labour regime. It determines which are the facilitators and obstacles of telecommuting within a large Brazilian organisation. The paper is based upon 67 structured questionnaires completed by Brazilian teleworkers. The findings show that some of the advantages are flexibility, greater family time and the lower displacement costs. The Brazilian teleworkers seem motivated with this kind of modality of work, although most people miss their daily social contact with co-workers. The effects of telecommuting must be investigated in later studies.
  Keywords: telecommuting; job design; organizational behavior; work arrangement; organizational context; person and job-fit.
  DOI: 10.1504/IJBEX.2019.10017773
   
  
• Proposing a Model of Talent Excellence With a Case Study in Isfahan Province Gas Company  
  by Arash Shahin, Farzaneh Soltani, Ali Shaemi 
  Abstract: The main purpose of this study is to develop a model of talent excellence. For this purpose, thematic analysis and interviews with university experts, industry experts and managers were first used to identify a model for talent excellence. Then, a researcher-made-questionnaire was used to study the current status of target population based on talent excellence model. Finally, the research model was used to evaluate the status of the Isfahan Province Gas Company (IPGC) as a case study using experts' viewpoints according to the target scores of the model. Eventually, solutions were offered based on the assessment results. The developed model included three main themes (criteria), eight sub-themes (sub-criteria) and 30 concepts. Assessment results indicated that IPGC achieved 455 out of 1,000 points. Based on the privileges of the talent excellence model in the IPGC, the results, enablers and process were satisfactory, respectively.
  Keywords: Excellence model; Talent; Enablers; Process; Results; Isfahan Province Gas Company.
  DOI: 10.1504/IJBEX.2019.10017777
   
  
• RESEARCH GAPS IN FAMILY OWNED BUSINESSES: CONCEPTUAL LINK BETWEEN SOCIOEMOTIONAL WEALTH, FAMILY COMMITMENT AND FIRM PERFORMANCE  
  by Mohammad Razzak, Norizah Mustamil, Raida Abu Bakar 
  Abstract: Family business researchers acknowledge that firms controlled by families are primarily driven by a set of goals that are family-centric and non-economic in nature, known as socio-emotional wealth. However, the family business literature is yet to reach a nuanced understanding of how different dimensions of such goals drive family commitment to the firm and consequently firm performance. This paper builds on the premise that family firms vary in their goals and aspirations and argues that the willingness of family firm owners to commit resources, time and effort towards the firm's business goals depend on which of the dimensions of socio-emotional wealth are more emphasised by the key decision makers in the firm. We explore the gaps in the behavioural stream of family business literature, and propose a conceptual link between the dimensions of socio-emotional wealth, family commitment and firm performance and propose a set of considerations for future empirical studies.
  Keywords: Socioemotional wealth; family commitment; firm performance.
  DOI: 10.1504/IJBEX.2019.10017983
   
  
• Impact of Social Media Marketing Activities on Brand Equity and Brand Commitment in the Leather Industry  
  by Reza Rostamzadeh, Homa Kavousi, Bahram Boudaghi 
  Abstract: Social media marketing is increasing traffic, or entering a website or paying attention to an issue through social media. Its programs usually focus on trying to create a content that can attract attention of the audience and encourage readers to share it among social media. The goal of this research is studying the impact of social media marketing activities on brand equity and brand commitment in the leather industry. Data collection method is descriptive-correlation type and in terms of objective, it is an applied research. The library-field study and questionnaire were used for data collecting. Therefore, 483 customers of Novin Charm Company selected as a sample. In order to evaluate the causal model and to check the reliability and validity of the measurement model, structural equation model is utilised. The provided model and data obtained through questionnaires analysed through SMART PLS software. Finally, the results of this study showed that brand equity and brand commitment is significantly influenced by social media activities.
  Keywords: Social media marketing activities; brand awareness; brand image; brand commitment; leather industry.
  DOI: 10.1504/IJBEX.2019.10018055
   
  
• Improvement in Procurement through Energy Resource Planning for Manufacturing Organization  
  by Iram Naim, Ashraf Rahman Idrisi, Tripti Mahara 
  Abstract: A manufacturing organisation performs planning for optimal utilisation of their resources. Energy resource planning plays a key role for energy intensive organisations to manage their energy resources efficiently. In India, procurement of energy resource especially for natural gas requires procurement contract from supplier. The imbalances between the upcoming future requirements predicted by buyer and its actual consumption always attract additional charges in form of penalty. This paper focuses on how energy resource planning combined with procurement can benefit a manufacturing organisation through effective forecast mechanism in order to decide the critical level for procurement of natural gas. Furthermore, the realisation of energy resource planning benefits during procurement of natural gas by deciding the optimal value of gas purchase is also illustrated through a case study of CFFP, BHEL Haridwar, a manufacturing organisation in India.
  Keywords: Manufacturing Organization; Energy Resource Planning; Procurement; Forecasting; Time series; Cross-validation; ARIMA; Natural gas; Penalty; Contract Agreement.
  DOI: 10.1504/IJBEX.2019.10018659
   
  
• RELATIONSHIP BETWEEN PERSONALITY AND JOB PERFORMANCE: INDIAN PERSPECTIVE OF TRIGUNA THEORY  
  by Garima Mathur, Richa Banerjee, Ravindra Pathak 
  Abstract: The three Gunas namely, Sattva, Rajsic and Tamsic are considered as basis of personality formation according to Indian psychology which decides an individual's orientation towards something. In the study two Gunas, i.e., Sattva Guna and Rajas Guna were taken into consideration as Tamsic Guna indicates malpractices where an individual is considered as self centred. The studies have been done considering personality theories like trait theory or big five personality theory in correlation with job performance (Ceschi et al., 2016) but Indian personality theory is not studied that much. The study has been done on the employees of service sector of the Gwalior from central India. The objective of this study is to evaluate the impact of Sattva and Rajas Guna on employee job performance. The result of the study indicated that Sattva and Rajas Gunas are important contributors towards his job performance.
  Keywords: Gunas; Sattva; Rajsic; Tamsic; Triguna; Job Performance.
  DOI: 10.1504/IJBEX.2019.10018761
   
  
• Integrating Justice Dimensions and Expectation?Confirmation Model in measuring Customer Satisfaction and Continuance Intention In Private Higher Education in Malaysia: A Conceptual Model  
  by Mohd Rushidi Mohd Amin, Saiful Ahmad Masrani, Shishi Kumar Piaralal 
  Abstract: In providing a better service in higher education institutions, the aim of implementing online services is to manage customers more efficiently. Higher education institutions often focus on doing it right the first time and tend to ignore the importance of service recovery through justice dimensions when a service failure occurs. Service failure brings many disadvantages to the institutions and this is where justice dimensions through distributive, procedural, interpersonal and informational justice play an important role. The expectation-confirmation model (ECM) is suggested for examining customer satisfaction and continuance intention in the use of online services in the service failure context. The relationships among justice dimensions, ECM, customer satisfaction and continuance intention are given less attention compared to service quality in private higher education institutions in Malaysia. Therefore, the purpose of this paper is to examine customer satisfaction and continuance intention at the post-consumption phase in service failure situation.
  Keywords: Justice Dimensions; Expectation-Confirmation Model; Perceived Confirmation; Perceived Usefulness; Continuance Intentions.
  DOI: 10.1504/IJBEX.2019.10018762
   
  
• Supplier Selection & Performance Evaluation for Formulating Supplier Selection Strategy by MCDM based approach  
  by Rakesh Raut, Bhaskar Gardas, Balkrishna Narkhede, Linda L. Zhang 
  Abstract: Effective supplier-base management demands many resources. The purchasing departments of many organisations believe that having more suppliers requires a higher cost. This investigation aims to evaluate the performance of existing suppliers to rationalise the supplier-base and find out top strategic suppliers who can ensure the full supply of products per the market demand. The analytic hierarchy process (AHP) was employed for evaluating the selection criteria and ranking the shortlisted suppliers. The technique for order preference by similarity to ideal solution (TOPSIS) was adopted as well for ranking suppliers based on the weights of the criteria obtained from the AHP evaluation approach. Both methodologies were compared and top performing suppliers were identified. Finally, gap analysis was carried out to determine the effective ranking tool between AHP and TOPSIS methodologies. The results of the study highlighted that volume flexibility is found to be the most significant evaluation criterion and supplier 'VA' is the best amongst all. This study is intended to guide the policy and decision makers in formulating the strategies for the effective supplier selection in highly competitive environments.
  Keywords: Supplier selection; performance evaluation; MCDM; Procurement Strategy.
  
  
• Analysis of marketing capabilities, service differentiation and performance of executive hotels in the State of Santa Catarina, Brazil  
  by Marcio Miura, Elvis Silveira-Martins, Jean Carlos De Abreu, Deosir Castro Junior 
  Abstract: This research aims to understand the predictors of hotel performance. The research by Carvalho (2011) and Morgan and Katsikeas (2012) ground future empirical studies of marketing capabilities regarding hotel performance. The study collected data from a sample of 153 Brazilian executive hotels. For the data analysis, exploratory and confirmatory factorial analysis were used. The work adopted structural equations modelling as a set of techniques to conduct the analysis of the data obtained through the survey. Among the research outcomes, it is worth stressing the methodological results such as the validation of scales and the hypothesis tests, which revealed that: marketing capabilities have a positive relationship with performance; marketing capabilities are predictors of service differentiation; marketing capabilities are positively related to service differentiation; service differentiation, in two dimensions, is positively related to performance, and the service differentiation, in its three dimensions, mediates the relationship of marketing capability and hotel performance.
  Keywords: strategy; marketing capability; service differentiation; performance; hospitality; competitivity.
  DOI: 10.1504/IJBEX.2019.10019054
   
  
• Achieving Excellence in Services Marketing: Roles in Customer Delight  
  by Pratap Chandra Mandal 
  Abstract: Companies need to innovate and differentiate themselves to sustain in the competition. Services marketing gain in importance because it is difficult to innovate and differentiate physical products. It is difficult to imitate differentiation and innovation incorporated in services. The paper discusses the strategic initiatives companies need to adopt for achieving excellence in services marketing. The initiatives include a strategic orientation, commitment from the top management, maintaining high standards, having profit tiers, monitoring service performance and prompt action on customer complaints. The paper also discusses the roles of differentiation and innovation in achieving excellence. The paper focuses on those companies which excel in providing services to customers and analyses the strategies followed by them. Proper implementation and execution of strategies provides a direction for service companies to excel, delight their customers and build relationships with their customers.
  Keywords: services marketing; excellence; differentiation; innovation; strategic orientation; customer delight.
  DOI: 10.1504/IJBEX.2019.10019235
   
  
• Sustainability for Small and Medium Enterprises: An Interpretive Structural Modeling Approach  
  by Uma Maheswari, Kavitha Devarajan 
  Abstract: Sustainability symbolises an equitable world with responsible governments, businesses and people striving to protect the natural environment and social equity, at the same time not compromising their quest for economic growth. This empirical study on the sustainability scenario in SMEs is undertaken in Coimbatore district, Tamil Nadu, South India. The sample for the study consisted of 220 SMEs drawn from the members of CODISSIA. This pioneering empirical research has identified the mutual influences amongst the drivers of sustainability. These variables were identified based on a literature review and a survey conducted among small and medium enterprises. The interpretive structural modelling analysis has been used to identify the interrelationships amongst the identified variables. Further, a MICMAC analysis was used to classify the variables as driver variables, linkage variables, autonomous variables and dependent variables. The results of the study provide insights on the appropriate factors that drive sustainability practices.
  Keywords: Sustainability; small and medium enterprises; India; Interpretive Structural modelling; MICMAC Analysis; Drivers; Top management commitment; Associations; Networks; Organizational ethics.
  DOI: 10.1504/IJBEX.2019.10019237
   
  
• EMPLOYEE COMMITMENT TO STRATEGY IMPLEMENTATION AND STRATEGIC PERFORMANCE: ORGANISATIONAL POLICY AS MODERATOR  
  by Chijioke E. Nwachukwu, Pavel Zufan, Helena Chladkova 
  Abstract: The purpose of this paper is to examine employee commitment to strategy implementation and the moderating role of organisational policy in the relationship between employee commitment to strategy implementation and strategic performance. The study adopts a survey method to collect data from 105 employees on managerial levels of the four multinational firms operating in the mobile telecommunication sector in Nigeria. This research suggests that employee commitment to strategy implementation and organisational policy have direct positive and significant relationship with strategic performance. Additionally, organisational policy moderates the relationship between employee commitment to strategy implementation and strategic performance. By paying attention to the importance of employee commitment to strategy implementation managers/executives can significantly increase their firm's strategic performance. Managers and executives have a better understanding of the importance of organisational policy and creating an environment that supports employee commitment to strategy implementation to achieve superior strategic performance.
  Keywords: strategy implementation employee commitment strategic performance resource-based theory social exchange theory organisational policy.
  DOI: 10.1504/IJBEX.2019.10019238
   
  
• Understanding the relationship between supply chain management maturity dimensions: findings from a case study in a truck manufacturing company  
  by Guilherme F. Frederico, Jeanfrank T. D. Sartori 
  Abstract: Research on supply chain management (SCM) has gained pre-eminence since 1990s as a result of its potential to generate opportunities to accrue value to the companies, and to compete advantageously. It is of the essence to comprehend the dimensions regarding the maturity and performance of SCM as well as the perception of the interrelations among them. This research renders findings from theoretical framework application in a global truck manufacturing company. The methodology adopted was a case study with the aim of identifying the characteristics of each maturity dimension and classifying the SCM level of maturity in this operation. Findings demonstrate that evidence of the cause-effect relations among dimensions is compatible with the projections of the theoretical framework. Moreover, it also provided strong indication that the intervening effects of business process is present and expected in the model. To sum up, it lays the foundations for specific issues that may come to the spotlight in future research.
  Keywords: Supply Chain Management; Maturity Dimensions; Relationship; Case Study; Manufacturing.
  DOI: 10.1504/IJBEX.2019.10019248
   
  
• The Role of Social Influence and e-Service Quality in Impacting Loyalty for Online Life Insurance: A SEM-based Study  
  by Preeti Viswanathan, Garima Gupta, Anurupa Singh 
  Abstract: The aim of this research is to investigate the role of e-service quality, social influence and e-customer satisfaction on e-loyalty relationship. Data was collected from online life insurance policyholders in Delhi/NCR using structured questionnaires and in depth interviews and was then analysed and relationships were examined through structural equation modelling. Service quality and social influence were found to have substantial relationship with customer loyalty and satisfaction in online life insurance. E-customer satisfaction was found to have a mediating role in the relationship of customer loyalty with both service quality and social influence in online medium. The results of this study are estimated to offer significant contributions to academia, policy makers and facilitate a foundation for marketers to further examine various ways of interacting with customers that will aid in enhancing e-customer satisfaction leading to customer retention thereby improving overall business profits of the insurers.
  Keywords: E- service quality; social influence; e-customer satisfaction; e-loyalty; online life insurance; mediating effect.
  DOI: 10.1504/IJBEX.2019.10019249
   
  
• Electricity prices determinants: India’s perspective  
  by Sonal Gupta, Deepankar Chakraborti, Hiranmoy Roy 
  Abstract: A robust trading system is vital to promote competition in the Indian electricity market. In India, the exchange trading market is still at an incipient stage, despite being the best option for innovation, due to the presence of high volatility huge losses are incurred by the power market participants such as power generators and distribution companies. Hence, a descriptive research was conducted to identify the major factors leading to the periods of spikes and jumps in the Indian energy exchange’s day-ahead market (DAM) prices of all the regions (north, south, east, west and north east) from August 2008 until June 2017. It was found that the major factors affecting DAMs prices are regulatory, weather, fuel supply, transmission congestion; power plant outages/new plants operational, frequency and reservoir levels. This study will encourage the stakeholders to further model and forecast prices devising profit maximisation techniques thereon.
  Keywords: Electricity price; Volatility; Determinants; Day-ahead market; Indian Energy exchange.
  DOI: 10.1504/IJBEX.2019.10019286
   
  
• ISM-MICMAC approach for evaluating the critical success factors of 5S implementation in manufacturing organizations  
  by Rajesh Attri, Ashishpal ., Noor Zaman Khan, Arshad Noor Siddiquee, Zahid A. Khan 
  Abstract: The objective of this paper is to ascertain and evaluate the critical success factors (CSFs) that affect the fruitful implementation of 5S in manufacturing organisations. 20 CSFs of 5S has been recognised through extensive literature survey and experts’ views. Subsequently, interpretive structural modelling (ISM) approach has been applied for instituting inter-relationship between identified CSFs. Further, MICMAC analysis was applied to classify the CSFs into different groups. From ISM-MICMAC analysis, it was found that effective top management contribution, education and training, proper leadership, establishment of role and responsibility, cognition of 5S, integration with the organisational objectives, integration with quality improvement approaches, proper implementation plan and financial resources are the key CSFs. These CSFs were found to exhibit a significant role in successful implementation of 5S.
  Keywords: 5S; critical success factors; MICMAC; ISM; hierarchy.
  DOI: 10.1504/IJBEX.2019.10019296
   
  
• Improving Business Process by Predicting Customer needs based on Seasonal Analysis: the role of Big Data in E-Commerce  
  by Moorthi K., K. Srihari, S. Karthik 
  Abstract: Many e-commerce sites gives item recommendations to buyers while they navigate the site. This study aims to identify the ways to predict the customer demands based on different seasonal in India and improving the business process of a new e-commerce seller by giving recommendations. We focus on textile and we categorised the seasonal in to three winter season, summer season and rainy season. In this study we analyse historical sale record of a new e-commerce seller Esteavo International based on these three seasonal. Using these analyses we aims determine the purchase patterns of the customers and the factors affecting the changes in sale on different seasons. Also we developed new big data architecture it guides the e-commerce seller for taking effective decisions to improve their business process.
  Keywords: Big Data analytics; Seasonal Analysis; Textile; E-commerce; Recommendations.
  DOI: 10.1504/IJBEX.2019.10019461
   
  
• Quality-Satisfaction-Loyalty Linkage and Switching Costs: Findings in the Context of Online Life Insurance  
  by Garima Gupta, Preeti Viswanathan 
  Abstract: The emergence of online life insurance in recent years has provided consumers with flexibility and ease of taking an insurance policy besides making it imperative for firms to consistently formulate strategies to ensure customer satisfaction and loyalty in future. In this respect, the present study examines the linkages between service quality, satisfaction, loyalty and switching costs in the context of online life insurance. Using survey methodology, responses pertaining to the aforesaid constructs are obtained from a sample of 128 customers. Though significant variations are not revealed in customers’ perceptions across demographic groups, but it establishes mediating role of satisfaction and the moderating role of switching costs along with the significant impact of service quality in influencing loyalty behaviour. It provides theoretical as well as practical implications for the service providers. The paper ends with acknowledging the limitations and outlines the directions for undertaking further research in this pertinent domain.
  Keywords: Online life insurance; Service quality; Customer satisfaction; Switching costs; Loyalty; Moderating effect; e-loyalty; e-service quality.
  DOI: 10.1504/IJBEX.2019.10019482
   
  
• MAPPING ORGANIZATIONAL COMPETENCES: Case study on a Franchise in the Food Industry in Brazil  
  by Jose Jaconias Da Silva, Claudia Cirani, Josena Laura Pereira De Amorim 
  Abstract: This study aimed to map empirically organisational, functional and individual competences in a unit of a large franchise network in the food industry in Brazil. The objective was to assess activities previously established and based on the theme of competence. A case study was presented on a company located in Cuiabá, Mato Grosso do Sul, Brazil, and to achieve the goals, we used a specific methodology for mapping competences in a qualitative approach. Among the organisational competences (OCs) identified are 'product quality, along with efficient delivery, leaves the customer satisfied', 'well prepared menu and particular flavour of dishes that pleases the customer', 'skilled professionals in the production, sales and delivery processes' and 'the franchise brand name that stands out for quality and positive associations to the product/service and the organisation itself, which translate into intangible results, such as acceptance, satisfaction and benefits'. The model tested was adequate to identify organisational competences as well as functional and individual competences.
  Keywords: Mapping Competences; Organizational Competences; Functional Competences; Individual Competences; Case Study.
  DOI: 10.1504/IJBEX.2019.10019493
   
  
• Impact of Referrals on Buying Decisions and Cognitive Behaviour among Aging Consumers  
  by Rajagopal . 
  Abstract: This study attempts to explore the consumer decision process among aging consumers through referral marketing like interpersonal communications, corporate referral programs, advertising, and word-of-mouth. The study has been conducted in Mexico City by administering the semi-structured research questionnaire among 114 elderly consumers, who represented C+ and C socio-economic demographic segments. By analysing the key variables on brand communication, social media, brand attributes, consumption experience, quality of referrals, trust, value for money, and perceived consumer value, the study reveals that face-to-face interactions with fellow consumers serve as more effective referrals than knowledge for making purchase decisions among elderly consumers. The results of the study emphasise that the quality of referrals on brands are built around brand promise, value for money, and perceived consumer values. Quality of referrals develops trust on brands, and influences upstream marketing values among elderly consumers. Accordingly, consumers steer cognitive process to develop emotions and brand attachment, which augment their perceived value.
  Keywords: Consumer referrals; decision making; aging consumers; consumer emotions; brand attraction; Mexico.
  DOI: 10.1504/IJBEX.2019.10019631
   
  
• The Importance of Aligning Lean with Organizational Strategy.  
  by Brent Opall, Kristy Lauver, Abraham Nahm, James Keyes 
  Abstract: This study explores how strategic direction of firms may affect salient factors that were found in prior research to be conducive for lean implementation success. We use Venkatraman’s (1989a) categorisation of strategy and examine their correlation with workers’ perceived job security, perceived personal benefits of lean, and level of training on lean (Nahm et al., 2012). We apply intraclass correlations, ANOVA analyses, and regression analysis within the study. Lean success factors were affected differently by each type of organisational strategy examined (proactiveness, defensiveness, analysis and futurity). Workers perceived their jobs to be secure in all four types of strategies. They also perceived personal benefits of lean positively under futurity strategy, but were negative about it under proactiveness and defensiveness strategies. Training on lean concepts and techniques was actively carried out in firms with analysis and futurity strategies but significantly less training was done in firms adopting a proactiveness strategy.
  Keywords: Lean Implementation; Strategy; Perceived Job Security; Perceived Personal Benefits of Lean; Training on Lean,.
  DOI: 10.1504/IJBEX.2019.10019637
   
  
• Managing Agility in the Downstream Petroleum Supply Chain  
  by Vishnu Nath, Ashutosh Sheel, Y.P. Singh 
  Abstract: The aim of the current study is to examine the effect of marketing and supply chain orientation under environmental uncertainty on supply chain agility of downstream petroleum supply chain in India. Data was collected from 348 petrol stations in the states of Uttarakhand, Uttar Pradesh and Haryana, India. Path analysis was performed to know the strength of the relationship between the identified variables. The findings show that marketing orientation and supply chain orientation are antecedents of agility. Based on the findings, the study proposes solutions to issues being faced in the downstream petroleum supply chain in India. The current research applies past findings on supply chain agility in the context of downstream petroleum supply chains in India and addresses the lack of academic research as well as provides solutions to the identified issues of downstream petroleum supply chains in India.
  Keywords: Supply chain agility; Supply chain orientation; marketing orientation; Firm performance; Indian petroleum sector; IT; Downstream petroleum supply chain.
  DOI: 10.1504/IJBEX.2019.10019668
   
  
• A STUDY ON THE INTERRELATIONSHIPS BETWEEN EMPLOYEE ENGAGEMENT, EMPLOYEE ENGAGEMENT INITIATIVES AND JOB SATISFACTION  
  by Gnanadhas Delina, Priya Esther Samuel 
  Abstract: The concept of employee engagement has streamlined with management school of thought since recent past as it helps achieve improved organisational performance and business excellence. This study attempts to examine the employee engagement levels of IT professionals in South India across different dimensions of engagement namely, vigour, dedication and absorption based on UWES scale. Differences in engagement levels based on demographic characteristics are presented. This paper further, presents the influence of satisfaction towards employee engagement initiatives on employee engagement levels and job satisfaction. This study also highlights the various employee engagement initiatives in IT companies and the respondents satisfaction about the same. The research outlook of this paper is that when employees are satisfied with the employee engagement initiatives practiced by their organisations, they are more engaged with their jobs and it subsequently, contributes to their job satisfaction as well.
  Keywords: Employee Engagement; Employee Engagement initiatives; Job satisfaction; IT professionals; South India.
  DOI: 10.1504/IJBEX.2019.10019966
   
  
• The alignment between business strategy and project strategy and its effects on the dimensions of project success using PLS-SEM  
  by Saeed Zolfaghari, Alireza Aliahmadi, Mohammad Mahdavi Mazdeh, Javid Zare 
  Abstract: Increasing the companies’ dependence on new product development (NPD) projects, as a way to carry out strategies, makes the alignment of these projects with organisational objectives more crucial. Utilising partial least squares structural equation modelling (PLS-SEM), this study sheds light on the process and logic of alignment between project strategy and business strategy and how the alignment affects different dimensions of project success of 91 NPD projects in 30 companies in Iran. This study elucidates the critical importance of alignment and prioritises the elements of project strategy in alignment with business strategy to achieve the specific dimensions of project success.
  Keywords: Strategic Project Management; Business Strategy; Project Strategy; Alignment; Project Success; NPD Projects; PLS-SEM.
  DOI: 10.1504/IJBEX.2019.10020228
   
  
• THE INFLUENCE OF TECHNOLOGIC PAYMENT ADOPTION IN SATISFACTION: A STUDY WITH RESTAURANT COSTUMERS  
  by NILTON GOMES FURTADO, JULIA VASCONCELOS FURTADO, LAURO CESAR VIEIRA, RODRIGO CUNHA D.A. SILVA 
  Abstract: This study analyses the relationship between the perceptions about technology payment use and consumers’ satisfaction in food and beverage industry. Observing the phenomenon of technology implementation in the catering industry, the present study sought to review the existing literature and describe the state of the art on the matter, articulating experiences of studies held domestically and internationally. A survey had been applied seeking to understand this global phenomenon of technology payment and its impact on customer perception. We analysed data collected through 950 questionnaires and categorised influencing factors that affect the perception and satisfaction of using mobile payment technologies in restaurants. The quantitative study allowed an understanding on which factors are more relevant on perception and use of mobile payment technologies, identifying a set of influencing factors, as well as finding out the advantages and disadvantages perceived by consumers in the use of mobile payment technologies.
  Keywords: mobile payment; mobile technology; customer perception; smartphone; technology; NFC; smartphone payment; app; payment restaurant.
  DOI: 10.1504/IJBEX.2019.10020420
   
  
• Relationship between Forgiveness at Work and Life Satisfaction: Indian Manufacturing Organizations  
  by Rinki Dahiya, Santosh Rangnekar 
  Abstract: Researchers have strived to comprehend the essentials of a happy and satisfied life
  Keywords: Age; forgiveness; life satisfaction; employees; India; manufacturing organizations.
  DOI: 10.1504/IJBEX.2019.10020518
   
  
• ONLINE SHOPPING EXPERIENCE IN INDIA: AN EXAMINATION OF CONSUMERS WORLD  
  by Maani Dutt, Anurupa Singh, Ambrish Joshi 
  Abstract: In a gradually increasing competitive atmosphere, more examination is required by companies to understand determinants of the success of their online shopping in terms of website effectiveness, brand experience and their influence on building trust in the context of online footwear retailing. This paper analyses the relationship between e-service quality and effects of brand experience, role of website effectiveness, and their effect on trust. Online survey using a convenience sample capturing the above constructs was verified for validity and reliability prior to distribution. SEM multigroup analysis is done to test the hypothesized relations and the role of trust as a moderating variable. Most of the data being collected from Delhi/NCR, India. This study may help retailers in focussing on the areas to create trust towards the brand and online platform. The model would also help prevailing online retailers to tune their business conferring to the findings of research. Our model considers the role of brand experience together with online platform for the effective role of trust.
  Keywords: e-Commerce; online shopping; trust; brand experience; website; e-service quality.
  DOI: 10.1504/IJBEX.2019.10020519