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Azuma, I., and P. Kannadas. "A Study on Role Stress among the Executives in Information Technology with Special Reference to Bangalore City." Shanlax International Journal of Management 7, no. 3 (January 1, 2020): 38–43. http://dx.doi.org/10.34293/management.v7i3.1143.
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Over the last few decades, Indian Organizations had never bothered about the issues related to human behavior. But, presently, organizational behavior has become a separate field of study, and the Indian organizations have also started thinking about the pattern of Multi-National Corporations, which are successfully running their business in India. Stress is the way human beings react both physically and mentally to changes, events, and situations in their lives. This change has occurred in terms of science and technology, industrial growth, urbanization, modernization, and automation, on the one hand, and an expanding population, unemployment, and stress on the other. It has become important for the management to understand training effectiveness behavior-related problems of people who are working in the organizations for achieving the predetermined goals. However, the last two decades, with the inflow of many corporate sectors, namely Information Technology (IT), Information Technology Enabled Service Sector (ITES), Banking, Insurance, and Educational Institutions, are commonly labeled as stressful environments. During the last decade, fast growth has been observed by the information technology sectors. Particularly in developing countries, mostly in information technology and information technology - enabled service sectors due to higher competition, the organizational climate has deteriorated. Due to this overburden, the executives of the information technology sector and information technology enabled the service sector to have undergone more stress. This stress leads the executives to become unhealthy, and Stress at work can be a real problem for the organization as well as to the executives.
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Agariya, Arun Kumar, and Deepali Singh. "CRM Index Development and Validation in Indian Banking Sector." International Journal of Customer Relationship Marketing and Management 3, no. 2 (April 2012): 10–32. http://dx.doi.org/10.4018/jcrmm.2012040102.
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This study caters to developing a reliable and valid CRM (customer relationship management) index specifically catering to Indian banking sector. An exhaustive review of literature on CRM was followed by depth interview and questionnaire survey of customers of different banking organizations all across India. Exploratory factor analysis was followed by confirmatory factor analysis which was presented in three forms: the single factor model, covariance model, and the structural model. The covariance model shows CRM in Indian banking sector as a multidimensional construct comprising of factors, namely, organizational structure and customer support, service quality, trust, technology, personalization, and market orientation. The structural model validates the previously extracted factors along with their indicators. The validation of CRM scale is done through a case based method for development of CRM Index along with the customer and service provider weights with the help of questionnaire design and survey conducted. The proposed index can serve as a strategic tool in enhancing the customer responsiveness and overall performance of the banking organizations.
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Pratyush Ranjan and Peeyush Ranjan. "Service-Profit Chain Analysis in Healthcare Services." Journal of Multidisciplinary Research in Healthcare 4, no. 2 (April 2, 2018): 95–100. http://dx.doi.org/10.15415/jmrh.2018.42008.
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Focus on service-profit chain by organizations in the service sector has been found to be of crucial importance. Companies in varied sectors like banking, airlines, restaurants and healthcare have become industry leaders by focusing on aspects of service-profit chain. This paper presents an analysis of service-profit chain in the healthcare sector. Taking two examples of hospitals from India and one from abroad this paper brings out the importance of focusing on the service-profit chain in this sector. An analysis of the practices in these hospitals, with a major focus on Aravind Eye Hospital, will give a perspective of how these hospitals have focused on the service-profit chain and made them efficient and effective and have enhanced their customers’ satisfaction. Service-profit chain analysis can help healthcare organizations to be customer focused. It can motivate organizations to develop attractive value propositions for customers. It can also provide a warning to organizations that are neglecting the interests of employees. Overall, the service-profit chain provides a useful framework for healthcare organizations in developing their strategy as well as implementing day-to-day operations.
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Sinha, Mala, and Perveen Bhatia. "Strategic corporate communication and impact in Indian service sector." Corporate Communications: An International Journal 21, no. 1 (February 1, 2016): 120–40. http://dx.doi.org/10.1108/ccij-05-2015-0028.
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Purpose – The purpose of this paper is to examine the nature of strategic corporate communication (SCC) activities and its impact in Indian service sector organizations. Design/methodology/approach – A descriptive research design was used with data obtained from 227 executives from service sector organizations. A research instrument was constructed and measures of SCC and its impact were derived through factor analysis. Findings – Multiple regression analysis led to formulation of new relationships among the variables (messages, medium and stakeholders) involved in SCC and its impact. For example, in crisis situations, messages related to identity and image were associated with greater communication impact than were other types of messages. Similarly communicating with primary stakeholders like employees and customers was more important than with other stakeholders. Among the different types of medium used in SCC, virtual medium and disclosures led to greater communication impact. Originality/value – Communication impact due to SCC was a multi-dimensional construct comprising of three kinds of impacts: communication synergy; value representation; and organizational reliability. The relationships of messages, mediums and stakeholders with different types of SCC Impact can help practitioners design and implement effective strategies of corporate communication.
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Dr. Jayant Kishor Purohit, Pratish Rawat, Dr Yashpal,. "An Opinion of Indian Manufacturing and Service Sector for Adopting Industry 4.0: A Survey." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 6 (April 5, 2021): 2370–79. http://dx.doi.org/10.17762/turcomat.v12i6.5400.
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Industry 4.0(I4.0) a German project can influence whole industrial and business system by digital transformation of product design, smart manufacturing and delivered to consumer. Industry 4.0(I4.0) project combines the physical world and digital world together through cyber physical systems and helps SMEs in enhancing production processes and increase productivity through emerging technologies such as Internet of Things and Services, Machine learning, Virtual Reality, cloud computing, business analytics etc. However, adoption and implementation of Industry 4.0 project is not an easy task due to existence of various challenges. In the present study, a survey is conducted with 40 Indian manufacturing and service organisations to get their opinion on Industry 4.0 and the level of adoption of in their organization. The objective of this research is to identify the general awareness and understanding of the concepts of Industry 4.0(I4.0) and its related emerging technologies along with their implementation levels in selected organizations. With the feedback received from the selected organizations, this paper analyzes the results and give some discussion.
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Jada, Umamaheswara Rao, and Susmita Mukhopadhyay. "Understanding the effects of empowering, transformational and ethical leadership on promotive and prohibitive voice." Personnel Review 48, no. 3 (April 1, 2019): 707–30. http://dx.doi.org/10.1108/pr-11-2017-0365.
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Purpose The purpose of this paper is to compare the direct and indirect effects of transformational, ethical and empowering leadership (EL) on promotive and prohibitive voice behavior. The study also explores the mediating effects of leader-member exchange (LMX) and moderating effects of individual power distance orientation (IPDO) in the hypothesized model. The research conducted attempts to identify the most suitable leadership style for encouraging promotive and prohibitive voice behavior in service sector organizations in India. Design/methodology/approach Purposive and snowball sampling was used for data collection. Necessary condition analysis (NCA) was conducted to identify the most suitable style for encouraging promotive and prohibitive voice behavior. The results NCA were later verified using the structural equation modeling technique. Findings Results of the study displayed the supremacy of EL style in promoting high-quality LMX and “promotive and prohibitive” voice over transformational and ethical leadership in Indian service organizations. Considering the overall results of the study, EL appears to be the most suitable style for encouraging promotive and prohibitive voice in a high power distance country like India. Research limitations/implications Self-reported measures utilized in the study might have affected the findings and hence, should be interpreted with caution. Practical implications Researchers propose the adoption of EL style for encouraging promotive and prohibitive voice in Indian service sector organizations. The researchers also highlight the noteworthy impact of LMX and IPDO on promotive and prohibitive voice behavior, which makes it a point for the leaders to work toward lowering IPDO amongst followers to promote both promotive and prohibitive voice behavior for the growth of an organization. Originality/value The study is the first one to conduct a comparative moderated mediated examination to analyze the effects of transformational, ethical and EL in encouraging promotive and prohibitive voice behavior in Indian organizations.
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Krishnan, Archana. "Implementation of quality initiatives in Indian public and private sector organizations." International Journal of Quality & Reliability Management 33, no. 2 (February 1, 2016): 246–66. http://dx.doi.org/10.1108/ijqrm-06-2013-0097.
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Purpose – The purpose of this paper is to analyse and compare the implementation of quality initiatives in banking, insurance and tele-communication industry under public and private sectors in India. Design/methodology/approach – The study comprised of a descriptive research with a cross-sectional design. Preliminary interviews and extensive literature review was done to identify the quality initiatives to be considered for the study. Data were gathered through a questionnaire comprising of items on a five-point Likert’s scale. Descriptive statistics such as mean and standard deviations and inferential statistics such as paired t-test and correlation were used for analysing the data. Findings – The results depict that although both the sectors are trying to outsmart each other by the various quality initiatives undertaken, the private sector is still ahead in quality implementation. It is also worth witnessing a major overhaul in the public sector operations to service the end customer with utmost commitment good enough to match its private counterparts. Practical implications – The paper provides insights to young managers and researchers about the level of implementation of quality practices in public and private sector organisations and strategies for improvement. Originality/value – The paper contributes to theory and practice as little empirical research is available to understand the differences between the two sectors on the basis of quality initiatives. Also there is dearth of such a research in industries other than banking.
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Panwar, Ankur, and Amarjeet Kaur Malhotra. "Factors Affecting International Business of Service Sector Based Indian Public Sector Undertakings: A Preferential Analysis." International Journal of Economics and Finance 9, no. 11 (October 15, 2017): 137. http://dx.doi.org/10.5539/ijef.v9n11p137.
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Public Sector Undertakings (PSUs) in India are the entities which have the status of being Government-owned companies. Internationalization of activities is unavoidable these days in order to sustain. There are number of decisions involved when a PSU decides to enter International market. Tackling factors affecting international business are the most crucial decisions which a PSU has to make. Studies have been carried out in the field of International business and PSUs however, there is an absolute dearth of studies regarding awareness about factors affecting international business of service sector based Indian PSUs. This paper analyzes various factors affecting International business for service sector based Indian PSUs. This paper encompasses the boundary of entire International market and effort has been made to cover all continent and prominent regions/ countries. Responses to our questionnaire are collected from employees of service sector based Indian PSUs, employees of International organizations and related experts in the field of international business. This research study is exploratory in nature. The judgemental or purposive sampling method is used in the study. The data collected from various sources is interpreted and analysed with the help of need based statistical techniques. The descriptive analysis of the responses obtained from them has been done in the study. In descriptive analysis the measure of central tendency (mean, median), dispersion (standard deviation), minimum and maximum scores are estimated. Preferential mapping has also been used in the study to know the preferences of the respondents. In this research paper various factors affecting international business for service sector based Indian PSUs, in various international regions e.g. Africa, Middle East, Western Europe, Central & Eastern Europe, Asia, Australia, North America, Latin America & the Caribbean and preferred entry modes, promotional & operational strategies for most important factors have been found out through secondary data information and primary data analysis.
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Sen, Loknath, Arya Kumar, and Saroj Kanta Biswal. "An Inferential Response of Organizational Culture upon Human Capital Development: A Justification on the Healthcare Service Sector." Folia Oeconomica Stetinensia 23, no. 1 (June 1, 2023): 208–27. http://dx.doi.org/10.2478/foli-2023-0011.
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Abstract Research background Many studies have declared the influence of organizational culture on the performance of employees, however little attention was given to the correlation of organizational culture and human capital development in the healthcare sector in the Indian context. Purpose The current study intends to elucidate the effects that organizational culture has on the development of Human Capital for various healthcare service sector organizations in Odisha. Research methodology A total of 300 responses were gleaned from various employees employed in different healthcare service sector organizations operating in the Odisha market. The positive influence of Organizational Culture (OC) was observed on the development of human capital as was found from the results of the data analysis. Results From the findings of the study the positive influence of various Reward Systems, Trend towards Participation and Trust was observed on the development of human capital. However, the results of the study showed no significant influence of the dimensions of information systems on the development of human capital. Novelty There are no previous studies which have substantiated the positive impacts of Organizational Culture on Human Capital Development (HCD) which were explicit to the Indian healthcare service sector. Furthermore, the findings of this study provide a unique insight into the influences of certain elements of organizational culture upon developing the human capital of healthcare service sector employees in the Indian context.
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Seth, Ishaan, ,. Shivali, and Ashish Garg. "Service Quality at Punjab National Bank: using SERVQUAL Instrument." Global Journal of Enterprise Information System 7, no. 1 (March 1, 2015): 72. http://dx.doi.org/10.18311/gjeis/2015/3040.
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With the introduction of liberalization policy several private and foreign banks have entered in Indian banking sector which has given birth to competition amongst banks for acquiring large market share and customer base. Banks have to deal with many customers and render various types of services to its customers and if the customers are not satisfied with the services provided by the banks then they will defect which will impact economy as a whole since banking system plays an important role in the economy of a country. It is very costly and difficult to recover a dissatisfied customer. Since the competition has grown manifold in the recent times it has become a herculean task for organizations to build loyalty, the reason being that the customer of today is spoilt for choice. It has become imperative for both public and private sector banks to perform to the best of their abilities to cater both the explicit as well as implicit needs. The purpose of this research article is to examine the customer satisfaction and measuring the service quality given by the banking industry in India. This study is cross sectional and descriptive in nature and the researcher tries to makes an effort to clarify the Customer Service satisfaction in Indian banking Sector. Descriptive research design is used for this study, where the data is collected through the questionnaire. The service quality model discovered by Zeithaml, Parasuraman and Berry1 has been used in the present study.
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Zine, Pankaj U., Makarand S. Kulkarni, Arun K. Ray, and Rakesh Chawla. "A conceptual framework for product service system design for machine tools." Benchmarking: An International Journal 23, no. 5 (July 4, 2016): 1227–48. http://dx.doi.org/10.1108/bij-12-2014-0116.
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Purpose – The purpose of this paper is to propose a conceptual framework for product service system (PSS) design for machine tools and discuss the PSS implementation issues focusing on the Indian machine tool business sector. Design/methodology/approach – The paper opted for an exploratory survey conducted in the Indian machine tool sector including 39 in-depth interviews with employees of different organizations representing middle and senior management having decision-making authority. It also involves proposing a framework to address the stakeholder’s requirements for services that offers foundation for PSS designers. Findings – The paper helps get an insights about key issues for PSS implementation by the Indian machine tool sector. The hybrid PSS model proposed in the paper can address the stakeholder’s requirements for flexibility in business models through different business phases. Practical implications – The paper offers suggestions for the development of PSS for machine tools for designers and identify issues to be considered particularly in Indian machine tools business context. Originality/value – This paper provides an insight to judge the feasibility of PSS concept for machine tools in Indian context and offers framework for PSS designers.
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Rajpal, Suresh, and Ravi-Raj Sagar. "Business Excellence in the Indian Scenario." Vikalpa: The Journal for Decision Makers 28, no. 4 (October 2003): 77–82. http://dx.doi.org/10.1177/0256090920030407.
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Business today is being impacted by multiple forces and is under an unprecedented pressure to perform. The key to performance lies in anticipating the future and working towards it. This means asking the question: How much of its resources is the company putting in renewal and innovation, i.e., in activities like R&D, quality and process improvement, industrial design, market research, and so on? What is the record of Indian companies when it comes to innovation? This article briefly surveys the Indian scenario and quotes examples of innovation, or lack of it, in sectors such as automobiles, FMCG, telecom, etc. While impressive strides have been made by certain companies, the same cannot be said of the entire Indian industry. It is mostly the MNCs, driven by their worldwide processes, that have been at the forefront of innovation. There have been some Indian companies too doing a good job but the majority seems to be ill-prepared to meet the global onslaught or even the Chinese one. In this context, this article examines the following issues: What is the concept of innovation? How do Indian companies achieve a grasp of it? Is innovation an ongoing process? Should companies strive for breakthrough developments or focus on continuous improvement? “It is not the strongest who survive nor the most intelligent — but those most responsive to change” (Charles Darwin). If this is true, are the Indian companies doing enough to respond to the changing times? Again, this article examines the Indian scenario in the manufacturing and services sector. While many companies are adapting fast, there are many that are still to awake to the changing times. Total Quality Management (TQM) has made impressive inroads in to the manufacturing and service sectors. Organizations have finally realized the difference between seeking an ISO certification and launching a process to improve continuously. The manufacturing sector is focusing on aspects like lean management, TQM, Quality Circles, and Kaizen. Its essential approach has been influenced significantly by the Japanese approach to TQM. The service sector has been using the Six Sigma banner to further its movement. Benchmarking is a common thread between the two sectors to drive improvement. Organizations have also been using variations of the business excellence models to drive their improvement. There are many reasons that go into making process improvement the most challenging exercise. This article examines the fundamental causes and recommends that this is one area where improvements will directly impact customer satisfaction. As we move into the 21st century, what are the key traits required in an organization to achieve excellence? These are as follows: having key customer insights focusing business strategies on customer value quality commitment upgrading knowledge and processes management by facts and feedback. In the Indian scenario, it is mainly the MNCs, driven by their global processes, that are driving business excellence. The same culture needs to be cultivated by the Indian companies be they large or medium ones.
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Negi, Pooja Singh, R. C. Dangwal, and Yesha Tomar. "Sustainability-oriented Organizational Culture in the Indian Service-Sector." Organizational Cultures: An International Journal 19, no. 1 (2019): 43–58. http://dx.doi.org/10.18848/2327-8013/cgp/v19i01/43-58.
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Sharma, Harsh. "Importance and performance of managerial training in Indian companies – an empirical study." Journal of Management Development 33, no. 2 (February 4, 2014): 75–89. http://dx.doi.org/10.1108/jmd-11-2013-0144.
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Purpose – The purpose of this paper is to compare the importance and performance of managerial training in India among different industrial sectors in the light of asynchronous industrial growth in last two decades which has unevenly touched various business organizations. Design/methodology/approach – For the purpose of analysis organizations are divided at two levels. At the first level, they are divided between multinational and Indian origin category and at the second level between service and manufacturing category. A 2×2 full factorial design with unequal numbers is used to analyze main as well as interaction impacts. A sample size of 542 is taken which comprises training professionals, top/general managers and trainee employees. Findings – Study concludes that Indian origin organizations fall short in terms of importance given and performance of training function compared to multinational companies. Further, it is found that service companies have an edge over manufacturing companies in terms of importance and performance of training. Research limitations/implications – Study is mainly focussed on large organizations in India and may not be representative of small organizations. The major implication is that Indian origin organizations as well as manufacturing organizations have to devote more time and financial resources to training to compete in the era of globalization. Practical implications – It is implied from the findings that a concerted effort by training professionals in Indian and manufacturing companies is required to improve the content as well as image of the training function to get the due attention and resources within the organization. Originality/value – The paper presents an original perspective on situation of training function in Indian organizations and will be of importance to training professionals and other stakeholders.
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Gangwar, Hemlata. "Understanding the Determinants of Big Data Adoption in India." Information Resources Management Journal 31, no. 4 (October 2018): 1–22. http://dx.doi.org/10.4018/irmj.2018100101.
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This article sought to identify the drivers of Big Data adoption within the manufacturing and services sectors in India. A questionnaire-based survey was used to collect data from manufacturing and service sector organizations in India. The data was analyzed using exploratory and confirmatory factor analyses. Relevant hypotheses were then derived and tested by SEM analysis. The findings revealed that the following factors are important for both sectors: relative advantage, compatibility, complexity, organizational size, top management support, competitive pressure, vendor support, data management and data privacy. Statistically significant differences between the service and the manufacturing sectors were found. In other words, the relative importance of the factors for Big Data adoption differs between the sectors. The only exception was complexity, which was found to be insignificant in regard to the manufacturing sector. The factors identified can be used to facilitate Big Data adoption outcomes in organizations.
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Ms. S.L. Sobiya and Dr. N. Thangavel. "“A Study on dimension of E-Banking Service Quality among Customer in Indian Banking Sector”." GIS Business 14, no. 6 (November 17, 2019): 55–61. http://dx.doi.org/10.26643/gis.v14i6.11063.
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Banking Industry is one the highly established in India, not only providing product it also concentrate on customer service and quality and their also try to maintain best quality among customers, clients, government and other organizations. Banking Industry in India is very powerful and plays a major role in development of our economy. It is a channel that link connection directly or indirectly towards the financial markets. It is very clear that quality plays vital role in the banking sector. Bank establishes service quality to their customers not only to impress them but also make them satisfied and win the competition among the banks. Customer satisfaction is very important concept since our Indian market totally deals with customers. Since the banker beliefs that “Customers is king”. Once, the customers are satisfied they are very much committed to the bank and will their loyalty and the banking business will be booming.
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Patrick, Harold Andrew, and Jacqueline Kareem. "Development and Validation of Work Environment Services Scale (WESS)." Central European Management Journal 29, no. 2 (June 15, 2021): 98–120. http://dx.doi.org/10.7206/cemj.2658-0845.47.
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Purpose: This study presents a nine-factor, 32-item measure of work environment scale in the service sector. A healthy work environment is one in which employees trust the people they work for, have pride in what they do, and enjoy working with the people (Levering and Moskowitz, 2004). Methodology: This instrument builds on the conceptual model espoused by Insel and Moos (1974), Gordon (1973), Fletcher and Nusbaum (2010), Amabile et al. (1996), and Spector (2003). The scale included items elicited through a literature review, the use of the Delphi technique with a panel of experts, and tested on 824 full-time employees from nine service sector industries and five major cities in India. Findings: The Work Environment Services Scale (WESS) is a reliable and valid scale useful for measuring the nine work environment factors in the Indian services organization, with its own norms and a detailed manual. Originality/Value: The prevailing scales for measuring work environment do not capture the influence of ethics, recreation facilities, and the impact of social giving on the work environment. Most scales were suitable for sectors in the Western context, and there were no Indian scales measuring service employees’ perception of their work environment.
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M., Srimannarayana. "An Exploratory Study of Training Transfer Climate in India." International Journal of Business and Management 11, no. 8 (July 20, 2016): 263. http://dx.doi.org/10.5539/ijbm.v11n8p263.
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<p>The purpose of this paper is to explore the extent of training transfer climate prevailing in Indian organizations and find out the differences in the perception of employees based on organizational and respondents’ characteristics. The data collected from 2,778 employees working in 70 different organizations across India using a survey questionnaire formed the basis for analysis. The study found that the overall training transfer climate prevailing in India was moderate, leaving a room for improvement, particularly in the areas, supervisor sanctions and positive personal outcomes when learning is transferred on the job. It further found that the companies in the service sector, privately owned joint ventures, Indian multinational companies and small organizations could do better in creating transfer climate than their counterparts. Further, it was found that the higher the levels of education, the higher the perception of transfer climate. Also, the higher the experience, the higher the perception of transfer climate.</p>
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Mohanty, Manoj Kumar, and Padmabati Gahan. "SUPPLIER PERFORMANCE MEASUREMENT IN DISCRETE MANUFACTURING INDUSTRY-EMPIRICAL STUDY ON INDIAN MANUFACTURING SECTOR." Journal of Business Economics and Management 14, no. 2 (October 19, 2012): 330–47. http://dx.doi.org/10.3846/16111699.2011.631745.
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Suppliers are the value creators for the organizations and have emerged as value-adding partners in industrial relationships since last two decades. These values can be derived effectively given the buying organizations keep a long-term strategic relationship with high performing suppliers. To measure the performance organizations have to decide the performance parameters depending on the nature of business and their specific needs from the supply base. The current discrete manufacturing industries of India judging the performance of the suppliers based on technical capability, cost, delivery, quality & regulatory adherence for safety and environment. But from the larger interest of the manufacturing industry more relevant attributes are needs to be considered, which are explored from our research are responsiveness of the supplier, effectiveness of the aftersales service, delivery flexibility, documentation ability, trust & commitments. All these performance measurement attributes will drive effectiveness and efficiency of the supply chain.
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Parikh, Darshan. "Measuring Retail Service Quality: An Empirical Assessment of the Instrument." Vikalpa: The Journal for Decision Makers 31, no. 2 (April 2006): 45–56. http://dx.doi.org/10.1177/0256090920060203.
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Retailing in India is growing at the rate of about 18-20 per cent per annum. As part of its strategy to gradually open it up to foreign competition, the government is also in the process of increasing foreign direct investment in the retail sector. At the same time, the urban consumer is becoming more discerning and demanding as far as the lifestyle is concerned. Urban Indian household income and purchasing power are also on the rise. Under such circumstances, the success of organized retailing in India mainly depends on delivery of services through quality improvements. In service organizations, customer-perceived service quality is considered as one of the key determinants of business performance. So far, in the Indian context, there is a dearth of tested instruments which can measure customer-perceived service quality of a retail store. At the same time, instruments developed in other countries have not been tested for their applicability in the Indian retail industry. It is in this context that this paper reports on the application of Dabholkar, Thorpe and Rentz's (1996) retail service quality scale in measuring the gap between the customers' expectations and their perceptions about the service quality of retail stores in India. Statistical analyses were performed to test the dimensionality of service quality and to examine the reliability of the scale. Finally, the analysis of the gap scores was used to suggest relevant improvements in the retail store service quality. The results indicate the following: Although the instrument was found to be quite reliable, the gap scores did not merge into five dimensions of service quality as proposed by the scale developers; rather, the gap scores roughly merged into nine dimensions. The instrument and the five dimensions of service quality may need considerable restructuring. A few statements which showed considerable reliability problems should be restated or substituted by more relevant statements. The instrument may not be applicable to the retail sector in India without further restructuring. Further research is necessary to understand retail store service quality in India. The analysis of the gap scores indicates that the highest perceived service gap lies in the policies of the retail stores, particularly, parking facilities provided by them. Apart from this, all other statements also show a negative gap implying the need for considerable improvements in retail service quality. Therefore, as organized retailing develops in India, retail stores in India will have to improve the quality of their services significantly in order to compete successfully in the global marketplace.
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Chawla, Deepak, and Himanshu Joshi. "An Approach to KM Implementation in Indian Manufacturing and Service Sector Organizations: An Exploratory Study." Vision: The Journal of Business Perspective 16, no. 1 (March 2012): 13–25. http://dx.doi.org/10.1177/097226291201600102.
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Akerkar, Prasad G., and R. K. Srivastava. "A Study of New Age Learning Network for Business Impact in Indian Service Industry with Specific Reference to Information Technology Sector." IRA-International Journal of Management & Social Sciences (ISSN 2455-2267) 8, no. 3 (October 7, 2017): 256. http://dx.doi.org/10.21013/jmss.v8.n3.p4.
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Service Sectors in India is undergoing major transformation phase in today’s time. In order to achieve sustainable profitable growth, this sector is facing key competitive challenges such as operational efficiency, delivery productivity, global customer satisfaction and talent development & retention across their delivery centers. Training, Learning & Development (L&D) plays a significant role in these organizations by providing cutting edge leadership in technology & business management. It’s therefore very important to accomplish and measure the effectiveness and efficiency of L&D for real life business application and building learning assets for such organizations. Interestingly, India has one of the largest young workforce in the world, with over 65 % of its population under the age of 35. Today, Indian service sector employ about 3-4 generations at a time with generation Y alias millennial constituting about 70% of the total workforce. They have varied social demographic, have changing interests in diverse fields, and are innovative, creative & restless in nature. With their diverse learning& performing styles, varied expectations and challenges, it’s important to build a contemporary learning network &ecosystem that is tech-savvy, supports social and collaborative learning and provides linkages to growth of individuals, groups and organizations, thus leading to improved business performance at holistic level. The purpose of this paper, therefore, is to examine this significant variable of L&D ecosystem constituting to its effectiveness for business outcome, ways of formal and informal learning channels that resonate most with these next gen employees, being part of a multi-generation workforce today.
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Kumar, N. Suresh, and Dr Shikha Kapoor. "Impact of Covid-19 on the Future of HR in India's Service Sector." Revista Gestão Inovação e Tecnologias 11, no. 4 (August 13, 2021): 4498–507. http://dx.doi.org/10.47059/revistageintec.v11i4.2476.
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With the transition of working pattern from physical workplaces to remote workplaces amid COVID-19, there has been existence of imbalance in business organizations due to lack of effective communication channels. For continued importance and relevance in modern workplace, it is essential to upgrade the human resources management function such that these issues can be addressed. Thus, this study aims to determine the impact of COVID-19 on the human resource policies and practices in the Indian service sector. For this examination qualitative analysis has been conducted based on 10 HR managers of IT and hospitality industry in Bengaluru, India. Herein, it was observed that HR managers struggled to engage their employees in disciplined manner and there was high resistance in employees to cope up with the newly developed remote working culture of the firms. The interviewees affirmed that several online opportunities like hybrid approach or people centric working style can lead to better management of employees’ wellbeing and derive effectiveness.
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Maiti, Moinak. "India’s services: sector, trade and employment." International Journal of Law and Management 60, no. 6 (November 12, 2018): 1377–92. http://dx.doi.org/10.1108/ijlma-08-2017-0179.
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Purpose The purpose of this study is to detail about the India’s service sector with different aspects of services and the opportunities or challenges that lie within it. Design/methodology/approach Preliminary part of the study covers the following details of the India’s services sector: services gross domestic product (GDP), individual states/union territories’ services contributions, services foreign direct investment (FDI), services export, services employment, services inflation and overall service performance. Then the study compares India’s services sector performances with the top 15 services performance countries in the world in terms of GDP. Findings Study found R&D services, legal services, media and broadcasting services and “internal trade and repairs services” to be the potential services sub-sectors that will boost the services sector growth in future. Finally, the study concluded with the implication of the present study finding/results for the present Indian Government policies related to the services, trade, FDI for economic growth and employment. Practical implications The study has significant public policy content. The research focuses on the economic and commercial impact, mainly by practice. Originality/value The paper is original and brings out some valuable finding that will help the policymakers and economists to make policy decision regarding India’s services: sector, trade and employment. The study has found R&D services, legal services, media & broadcasting services and internal trade and repairs services as the potential services sub-sectors which are new and not addressed by any other studies.
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Shanker, Meera. "Recruitment process and its impact on retention of commercial pilots in Indian aviation industry." Business Process Management Journal 26, no. 3 (July 19, 2019): 736–51. http://dx.doi.org/10.1108/bpmj-12-2018-0376.
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Purpose The purpose of this paper is to find out the effect of recruitment practices on the retention of commercial pilots by the airlines in India. Often it is found that trained pilots pilfered by other airlines within/outside of India and Indian aviation industry have to rely on expatriate pilots to fly the aircrafts. Newly appointed pilots are required to be trained due to the lack of experience, which is a huge investment by the airlines. Therefore, the recruitment and retention of the commercial pilots create challenges for aviation industry in India. Design/methodology/approach Research design of the present study was exploratory and descriptive to evaluate the effect of recruitment practices on the retention of commercial pilots by airlines in India. All together, 225 commercial pilots from different Indian airlines participated in the present study. Instruments were designed to understand the practices related to recruitment, selection and retention strategies of commercial pilots used by these airlines, and how pilots perceive about recruitment practices and its relevance for retention strategies in the organization. Data were analyzed using factor analysis, Pearson’s correlation and regression analysis Findings Results of data analysis have revealed five factors of retention and selection measures, which were encouraging and employee-friendly recruitment policy, impact of external factors, organizational internal factors, employment brand and organizational growth and self-advancement opportunities. Similarly, retention strategies measures had four factors, namely, positive work culture, opportunities for individual growth, development, and salary benefit package, and opportunity for self-achievement. Pearson product moment correlation coefficient result revealed significantly positive relationship between various dimensions of recruitment and selection to retention strategies. Further regression analysis revealed the effect of those recruitment policies on retention was positive. Research limitations/implications Findings of this study could be potential bias and prejudice of the people involved and responded. As information was collected only form Indian commercial pilots, the findings might have changed if study was to be applied to a different country or economy. Random sampling error could not be ruled out. Preferred, accepted and perceived recruitment strategies and retention polices of Indian aviation sectors might be different as compare to other countries aviation sectors policies. Influence of cultural, organizational internal and external factors result might be different as compared to result of present study. Practical implications This is an important study, which will help the aviation sector to design recruitment policies and retention strategies to retain pilots to deal with a high level of attrition. Furthermore, present study will help the aviation sector in designing their policies and strategies, which forces pilots to remain with particular air carrier for longer time. It will give the same direction to other organizations, in general. Social implications The concept of recruitment and retention is applicable to each and every service sector. There could be different parameters for the same. Social implication of the present study is the same as it is for the aviation sectors. It is implied that service sectors must have appropriate recruitment policies, i.e. encouraging and employee friendly recruitment policy, conscious and continuous evaluation organizations’ external as well as internal factor, efforts shall be made to create employment branding, always focus on growth and advancement opportunities for the employees and organization. Positive work culture, opportunities for individual growth and development, salary benefit package and opportunity for self-achievement will help employees to remain with the organization for longer time. Originality/value This is an original research in the area of understanding recruitment policies and retention practices of commercial pilots in Indian aviation industry. This study is related to practical and genuine problem of attrition. Not many studies are found in this particular area.
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Rohit Kanda and Harish Handa. "The Impact of Service Ethics on Organizational Competitiveness in India - A Primary Approach to the Startup and Emerging Service Enterprises." Think India 21, no. 2 (August 23, 2018): 36–45. http://dx.doi.org/10.26643/think-india.v21i2.7763.
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Ethics concern an individual’s moral judgments about right and wrong. The decision to behave ethically is a moral one; employees must decide what they think is the right course of action. This may involve rejecting the route, which would lead to the biggest short-term profit. It seems the larger a corporation gets, the slimier their actions become. When big profits are a company’s largest and only concern, their employees and the world in general tends to suffer. Here are companies, which have engaged in terribly unethical business practices and are, fortunately, being called out for it. Many a times, business houses get involved in unethical business practices to increase their profits or improve their capability in market. Such practices were carried out throughout the world. This calls for studying the matter. Approaching towards our Focus Group, i.e., Indian Service Sector, which is the youngest and the fastest-growing sector of Economy as well as has the largest share in the structure and growth of the economy, is the foremost tool of growth and development of nation, we can have. However, this sector in recent past many a times, especially in India, has been accused of its service failures and incompetence, arising out of irresponsible behaviour / treatise of management or professionals at various levels. Now, in this research that focuses on Emerging and Start-up Indian Service Sector Corporates, the status of ethics in their practices and the need and possibility of its revival has been studied.
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Basu, Rana, and Prabha Bhola. "Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs." Journal of Enterprising Culture 23, no. 02 (June 2015): 199–235. http://dx.doi.org/10.1142/s0218495815500077.
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Substantial research exists on quality management practices in context to large organisations with plethora of studies in manufacturing organisations while exiguously aiming service sector SMEs. As more and more organisations strive to remain competitive, the concepts and practices of quality management have received increased attention by Indian industry. The contribution of service sector in Indian economy has increased at a faster rate in comparison with other sectors. Considering the pressing need this research explores the literature for a near exhaustive list of practices in quality management by deploying qualitative and descriptive approach. Thereafter, twenty service organizations were surveyed for comprehending their adoption of the type of quality management practices. On the basis of their prioritization or apportioning weight to those practices, a descriptive pattern analysis has been deployed to detect perceived level of adoption/implementation of quality management practices. The findings represent that out of twenty one quality management practices; thirteen practices substantially have been ranked on priority while others require phenomenal acclimatization towards implementation in the Indian scenario. Analysis also reflects that the strength of service SMEs lies with customer focus, management leadership and customer feedback. Further with the integration of contextual factors, as supported by theory, a conceptual framework has been proposed exhibiting relationship between quality management practices with performance and growth. The methodological approach led to the emergence of unique dimensions culminating into new findings with both managerial and entrepreneurial implications. Directions for future scope of research and suggestions for improvement have also been recommended.
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Dahiya, Rinki, and Santosh Rangnekar. "Validation of the positive and negative affect schedule (PANAS) among employees in Indian manufacturing and service sector organisations." Industrial and Commercial Training 51, no. 3 (March 4, 2019): 184–94. http://dx.doi.org/10.1108/ict-08-2018-0070.
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Purpose The purpose of this paper is to examine the psychometric properties of the positive and negative affect schedule (PANAS) in a sample of employees working in Indian manufacturing and service sector organisations. Design/methodology/approach The data were collected through self-administered structured questionnaire from 53 employees for the pilot study and 383 employees for the final study. For the psychometric evaluation of the PANAS, item analysis, reliability, exploratory factor analysis, convergent–discriminant validity and confirmatory factor analysis were performed. Findings Results reveal that the two-factor model of affect (positive and negative affects) is valid in the Indian manufacturing and service sector organisations. Originality/value Despite being the largest skilled labour facilitator for the work economy and second largest populated country, India lags behind in studies evaluating affect at work when compared to western nations. The present study was taken up to validate an instrument to measure affect at work in Indian manufacturing and service sector organisations, which is a new contribution in the field. Validation of this instrument would help in promoting studies on affect at work in India and comparative studies across cultures.
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Gupta, Neha, and Vandna Sharma. "Relationship between leader member exchange (LMX), high-involvement HRP and employee resilience on extra-role performance." Journal of Indian Business Research 10, no. 2 (June 18, 2018): 126–50. http://dx.doi.org/10.1108/jibr-09-2017-0147.
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Purpose This paper aims to examine the role of employee engagement (EE) as a mediator in the relationship of extra-role performance (ERP) with leader member exchange (LMX), high-involvement human resource practices (HI HRPs) and employee resilience (ER) in the emerging service sector organizations in India. Design/methodology/approach Data have been gathered from 328 employees from executive and non-executive grades from metro rail organizations of North India through structured questionnaire. Before analysis, missing data and outliers were examined. Structure equation modelling (SEM) and confirmatory factor analysis have been performed to analyse the hypothesized model. Findings Findings reveal that all the constructs taken in the study – LMX, HI HRP and ER – had a positive influence on employees’ ERP through EE. Research limitations/implications This study is helpful in providing better understanding of the predictors of EE and the way it affects employees’ ERP for researches that are aiming to conduct related research studies in an Indian context. To achieve higher employee performance, organizations need to identify factors or drivers that potentially increase the EE levels, thereby, increasing the employees’ performance. This will also help HR practitioners in shaping and formulating effective organizational policies and practices. Originality/value This study has considered the emerging service sector organizations in India that have not been endeavoured before as earlier studies concentrated more on Western countries. The result of the study is congruent with that of the previous studies by establishing a positive relationship between EE and employees’ ERP and also concludes that LMX, HI HRP and ER have positive influence on EE.
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Satapathy, Suchismita. "An analysis for service quality enhancement in electricity utility sector of India by SEM." Benchmarking: An International Journal 21, no. 6 (September 30, 2014): 964–86. http://dx.doi.org/10.1108/bij-10-2012-0071.
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Purpose – The purpose of this paper is to develop a new model – namely service quality enhancement – in the electricity utility sector of south India and to test this model's fitness. Design/methodology/approach – Effective customer satisfaction investigation is a very important precondition for a power supply enterprise to win in the market competition. The problems that need to be solved for the power supply enterprise are how to use advanced and practiced methods to evaluate electricity customer satisfaction, and how to use results of the evaluation to improve their service. Planning and operating modern electric power systems involves several interlinked and complex tasks. In this paper, structural equation modeling (SEM) is applied to the electricity utility service model to verify service quality satisfaction. To determine the scope of the electricity industry and its relationship with overall service quality, a questionnaire-based survey was conducted and a standard questionnaire was designed for all customers in different groups of stakeholders (i.e. domestic, industrial, agricultural, public organization). To investigate the respondents’ perceptions regarding the service quality of the electricity utility industry, 200 questionnaires were sent, and from these 169 responses were collected, consisting of 53 responses from the domestic sector, 43 industrial, 30 agricultural, and the remaining 43 from public organization consumers. Then a model was constructed using SEM and tested by Amos 18 to verify the casual relationship between the measured dimensions and the electricity service quality. Findings – The results indicate that electricity service has a direct relationship with the dimensions of reliability, tangibility, empathy responsiveness, assurance, security and stability. Originality/value – In this era electricity is the vital need, but due to regular interruptions in the electricity service, customer dissatisfaction is the measured issue. At the current time, the Indian electricity utility sector enjoys a monopolistic business. Therefore, there is hardly any effort to improve the service quality in this sector due to a lack of administrative pressure and reformation measures. Indian electricity consumers face many quality-related problems as far as the distribution of electricity is concerned. In order to assess service quality in electricity distribution, a survey has been conducted in this work to extract quality constructs from a customer's perspective. One of the contributions of this work is that on the basis of results obtained from factor analysis of the survey data, an instrument has been proposed for the first time in the Indian context, consisting of seven dimensions (reliability, tangibility, empathy, responsiveness, assurance, security and stability). This instrument would help to measure the service quality of the Indian electricity utility sectors, and it provides insights for managers and administrators to set a service standard to fill the service gap. SEM is a tool is used for confirmatory and exploratory factor analysis. It is used to test and validate standard instruments. Through confirmatory and exploratory factor analysis using SEM, the proposed service quality model has been tested and validated for practical acceptance in Indian electricity industry.
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Randhawa, Jugraj Singh, and Inderpreet Singh Ahuja. "An investigation into manufacturing performance achievements accrued by Indian manufacturing organization through strategic 5S practices." International Journal of Productivity and Performance Management 67, no. 4 (April 9, 2018): 754–87. http://dx.doi.org/10.1108/ijppm-06-2017-0149.
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Purpose The purpose of this paper is to evaluate the quantitative and qualitative benefits accrued by an Indian automotive parts industry through strategic 5S implementation initiatives. Design/methodology/approach The study involves evaluation of steps involved in systematic implementation of 5S program methodology in an automotive manufacturing organization and investigation of achievements accrued by the industry through the successful implementation of 5S program. Findings The empirical results of the study have revealed that effective practice of 5S program brings considerable level of improvements in the quality, production, cost optimizations, employee’s morale values and work culture in the manufacturing industry. The industry accrued both tangible and non-tangible benefits through the holistic adoption of 5S principals. 5S principals have been envisioned to further support other quality improvement programs like lean manufacturing initiatives of the organizations. Research limitations/implications The limitation of the study is that this research has been carried out in only manufacturing industry while similar study will be conducted in the service industry also. Originality/value Global competition in the manufacturing sector has provided necessary impetus for manufacturing organizations for affecting continuous improvements in manufacturing performance for achieving sustainability and profitability in the competitive market. 5S implementation is the fundamental tool for the overall achievements in both quantitative and qualitative performance enhancements in the manufacturing as well as service organizations.
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Chhikara, M. S. "Consultancy Services for Small Scale Sick Units." Vikalpa: The Journal for Decision Makers 23, no. 2 (April 1998): 69–76. http://dx.doi.org/10.1177/0256090919980210.
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Development of small scale industrial sector and providing multiple socio-economic benefits is one of the priorities of Indian planning. Though a number of measures were introduced to sustain healthy growth of this sector⁄ a significant k -portion of small scale units have started Ming sick. Consultants from various technical consultancy organizations⁄ small industry service institutes⁄ and private firms do play a major role in preventing and curing sickness. Based on a field study of 20 problematic units⁄this paper by Chhikara evalu ates certain important aspects of the consulting profession such as hiring consultants and utilizing their services; in volvement and commitment of promoters; the role of financial institutions and banks; overall impact of consultancy services; major gaps and limitations⁄ and additional requirements needed for making consultancy services more result-oriented.
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Sahu, Sangeeta. "Do empowerment, job interdependence and organization support drive work outcome in the Indian insurance sector?" International Journal of Productivity and Performance Management 67, no. 6 (July 9, 2018): 943–66. http://dx.doi.org/10.1108/ijppm-09-2016-0199.
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PurposeThe purpose of this paper is to examine the factors which influence positive and antagonistic job behavior of employees and their effects on work outcome. Such factors are regulated by the job design and policies of an organization. This is part of the findings.Design/methodology/approachThe paper surveys a sample of 635 middle and lower level executives working in insurance organizations. Structural equation modeling was employed to test the nomological network.FindingsResults reveal significant roles of empowerment and job interdependence in explaining positive job behavior and its influence on work outcome. In addition, limited role of organization support on employee job behavior was observed.Research limitations/implicationsThis study was limited by its cross-sectional design and self- reported data. Issues of common method bias have been addressed. The outcome of this quantitative research provides input for job design focused on increasing work outcome.Originality/valueThis study highlights that empowerment at work brings about positive work behavior that significantly enhances employee commitment to customer service. Further, organization support at work does not explain employee behavior influencing work outcome; whereas, most past studies show significant role of support factors. Antagonistic behavior does not necessarily make an individual decide to leave the organization, indicating that such behaviors can be controlled by managing the contextual factors. The findings offer insights to motivation and behavior-related theories and suggest a shift in HR practices by predicting employee behavior.
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Chahal, Hardeep, and Purnima Bakshi. "Measurement of Intellectual Capital in the Indian Banking Sector." Vikalpa: The Journal for Decision Makers 41, no. 1 (March 2016): 61–73. http://dx.doi.org/10.1177/0256090916629253.
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Executive Summary Intellectual capital has recently been receiving increased attention from both academic communities and practitioners, and is identified as an important strategic asset which provides sustainability and yields better performance. It also gives rise to the view that the organizations which possess skilled, creative, and distinctive knowledgeable employees along with supportive organizational structures and systems, and maintains cordial customer relations contribute in achieving superior organizational position. Hence, it is important to understand to what extent intellectual capital is efficiently utilized by specific sectors in creating value for organizations ( Kamath, 2007 ). The present study aims to develop, establish, and empirically validate the intellectual capital scale in the banking sector, in the context of emerging economies like India. Data were collected from three executives each (including one manager and two senior employees) from 144 branches of 21 public and seven private commercial banks operating in Jammu city, India. The three senior most executives were purposively selected because of being more knowledgeable and experienced. The study established the intellectual capital scale as a multidimensional scale comprising human capital, relational capital, and structural capital. All the three dimensions were found to significantly contribute to the intellectual capital, among which relational capital contributed relatively more, followed by human capital and structural capital. Relational capital consists of important items like meeting with customers, customer feedback, and knowledge and regular customer interaction. Similarly, human capital dimension consists of significant items like employee creativity, devoted staff, training and education, experience, attitude, and innovative employees. Structural capital is a composite of valuable items like structure, systems, information technology, capabilities, culture, empowerment, and service quality which helps in developing intellectual capital. The research findings can help bank managers in determining how to generate value using human, structural, and relational capital. For instance, the study findings offer valuable insight into how the managers can improve bank’s structural capital by encouraging innovation ability among employees, positive culture, and strengthening information technology in terms of continuously updating software and hardware. The study is limited to public and private commercial banks operating in Jammu city. In future, the scale validation can be undertaken to investigate whether the three-dimensional intellectual capital scale can be generalized for other industries and countries.
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Tomar, Avantika, and Amit Dhiman. "Exploring the Role of HRM in Service Delivery in Healthcare Organizations: A Study of an Indian Hospital." Vikalpa: The Journal for Decision Makers 38, no. 2 (April 2013): 21–38. http://dx.doi.org/10.1177/0256090920130202.
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The new service management school of thought acknowledges a set of new human resource management (HRM) practices, underpinned by the concept of satisfaction mirror between customers and front-line workers. HRM practices in the cycle of success include careful selection, high-quality training, well-designed support systems, empowerment, teamwork, appropriate measurement, rewards and recognition, and the development of a service culture. The model for achieving cycle of success in interactive service works is known as the high involvement work systems (HIWS). There is some research evidence about the positive influence of high involvement HR practices on effective service delivery. This exploratory study examines the role played by HR practices in maintaining the quality of service delivery, in the context of healthcare services. It specifically studies the administrative factors and HR policies that aid effective service quality and the practices that bring down the quality of care provided in a private sector Indian hospital. This being a relatively new area, an inductive approach was used. The study relied on semi-structured interviews for the purpose of data collection. Along with data collection, core theoretical concepts were identified and tentative linkages were developed between the theoretical core concepts and the data. The findings show that the emphasis is more on supreme hospitality and patient amenities than medical treatment. The healthcare industry is witnessing a significant change. A consultant is no longer the ‘king’; this position has now been taken by the patients. Of late the emphasis is on patient satisfaction in terms of the facilities provided rather than the nature of medical treatment given. This is primarily so for organizations such as this hospital which aim at providing world-class care and for which ‘patient centricity’ is the hallmark. HR specific issues such as standardization of nursing activities, appraisal systems, effective communication channels, and compensation structure, all affect the quality of service provided in a hospital. Similar research can be conducted across other healthcare organizations to replicate and validate the findings regarding the changing scenario in the industry.
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Agrawal, Swati. "Role of Sub-constructs of Psychological Capital and Transformational Leadership in Engaging Employees in Service Sector." Business Perspectives and Research 8, no. 2 (February 2, 2020): 244–56. http://dx.doi.org/10.1177/2278533719887455.
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The purpose of this study is to examine the relationship between transformational leadership (TL) and employee engagement through the mediating role of the sub constructs of psychological capital. The article has used a single cross-sectional descriptive design. The sample consisted of 450 full-time employees working in the service sector in India. The data were mainly analyzed through structural and measurement model. The result of the study revealed that TL has an influence on employee engagement. The relationship between TL and employee engagement is mediated by sub-construct hope of psychological capital. Implication of this study is of high importance for organizations continuously working to increase the level of employee engagement to further enhance competitiveness. Prior research has examined the antecedents of employee work engagement, but little is known about the role of TL and a positive psychological state, in shaping employee work engagement. Imparting TL training and style can help to generate psychological capital which will positively drive employee engagement. Organizations with transformational leaders will be able to make employees feel valued and happy by igniting feeling of hope. The engaged workforce will result in the positive social outcome. This study is original as earlier studies have not explored the important role of hope and also optimism as dimensions of psychological capital. The article supports the critical role of leadership and psychological capital in creating highly engaged employees which have not been studied in an Indian context with specific focus to the service sector.
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Prasad, Ch V. V. S. N. V., and Rohit Prabhudesai. "An Empirical Study on TQM Practices and its Influence on Employee Satisfaction and Performance in Technical Institutions: Teachers' Perspectives." GATR Journal of Management and Marketing Review (JMMR) Vol. 3 (3) Jul-Sep 2018 3, no. 3 (September 30, 2018): 169–78. http://dx.doi.org/10.35609/jmmr.2018.3.3(10).
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Objective - Employee satisfaction and employee performance are critical to a service-oriented organization and its performance. Employees play a crucial role in the successful delivery of service and maintaining customer relationships in service oriented organizations. Satisfied employees in general perform better in service delivery as compared to unsatisfied employees. Employee satisfaction, in turn, results from total quality management initiatives such as top management support, employee training, employee participation, employee rewards, and team work that enable employees to provide better customer service. While the relationship of TQM practices and employee satisfaction has been tested in other service sectors, it has not been explored in the education sector. The objective of this paper is to investigate how TQM practices have an impact on employee satisfaction and employee performance within the context of technical institutions in India. Methodology/Technique - The data is collected from 250 teaching faculties of technical institutions in the southern states of India. Findings - The results of the study confirm that TQM practices are significantly positive predictors of employee satisfaction, which in turn contributes to better employee performance within the educational sector in India. Novelty - This study contributes to the development of literature by empirically testing the link between TQM practices and employee satisfaction and employee performance within the context of the education sector. Type of Paper: Empirical. Keywords: Total Quality Management; Employee Satisfaction; Employee Performance; Technical Institutions. JEL Classification: A20. A29.
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Srivastava, Sonalee, Santosh Dev, and Badri Bajaj. "Human Resource Information System Use, Satisfaction, and Success." International Journal of Enterprise Information Systems 17, no. 1 (January 2021): 106–24. http://dx.doi.org/10.4018/ijeis.2021010106.
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With the advent of technology in the workplace, the applicability of the human resource information system (HRIS) within organizations has gained momentum widely. Indeed, employees' perceptions towards human resource information system has changed gradually. Human resource information system is influencing employees' work activities to such an extent that it has become imperative precedence for organizations' to maintain HRIS quality. Keeping this in the background, the study aims to examine the relationship of HRIS system quality, HRIS information quality, HRIS service quality, and HRIS perceived usefulness in determining HRIS system use and its users' satisfaction. Further, the study also aims to analyze the relationship of HRIS system use and HRIS users' satisfaction in determining HRIS success in Indian organizations. A sample of 116 HR staffs and managers working in IT-enabled service sector from National Capital Region (India) has been taken for step-wise regression analyses. The findings of the study revealed that HRIS service quality and perceived usefulness showed a significant positive relationship with HRIS system use. The results also revealed that HRIS system quality and perceived usefulness showed a significant positive relationship with users' satisfaction. Further, the findings also revealed that HRIS system use and HRIS users' satisfaction has a significant relationship with HRIS success.
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Popli, Sapna, and Irfan A. Rizvi. "Exploring the relationship between service orientation, employee engagement and perceived leadership style: a study of managers in the private service sector organizations in India." Journal of Services Marketing 29, no. 1 (February 9, 2015): 59–70. http://dx.doi.org/10.1108/jsm-06-2013-0151.
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Purpose – The aim of this paper is to explore the relationship between leadership, employee engagement and service orientation, specific to the private service sector organizations in India. The paper also explores the ability of leadership style and engagement to predict service orientation in the given cross section. Design/methodology/approach – The paper has used a single cross-sectional descriptive design. Purposive sampling has been used to identify respondents who are managers in the private service sector organisations in India. A valid sample size of 106 has been used for the analysis. Instruments used for perceived leadership style are as follows: Multifactor Leadership Questionnaire (MLQ-5X short form); Employee Engagement E3 (DDI) and Service Orientation (Frimpong and Wilson, 2012). Findings – Service orientation is found to be strongly correlated to employee engagement and employee engagement is a strong predictor of service orientation. The other relationships which are significant and moderately correlated are that of transformational leadership and employee engagement and also of transformational leadership and service orientation. Research limitations/implications – The study highlights the importance and significant role of leadership and employee engagement for higher service orientation in the given cross section. The mediating impact of employee engagement of the leadership style and service orientation relationship could be further explored through path analysis or structured equation modeling techniques. Practical implications – The research emphasizes that organizations need to focus on employee engagement as much as they focus on customers. The differential advantage to organizations will come through the employees and their behaviors towards customers. Appropriate leadership styles that drive engagement and service-oriented behaviors can be fostered in organizations to drive service performance. The mediating impact of employee engagement of the leadership style and service orientation relationship could be further explored through path analysis or structured equation modeling techniques. Originality/value – The research is focused in the private service sector organizations in India and data and results support the need to focus on employees for higher scores on customer parameters. The respondents are from a cross section of service organizations and, hence, emphasizing the interplay of the three variables across organizations. The paper supports the critical role of leadership and employees in creating a higher service orientation.
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Yadav, Vinod Kumar. "Performance Measurement System in Banking Services in India." International Journal of Productivity Management and Assessment Technologies 2, no. 2 (July 2014): 12–27. http://dx.doi.org/10.4018/ijpmat.2014040102.
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Increased competition and technological breakthroughs in banking services has sidelined the customer focus and opened new vistas of managing figures of success not only to show past performance rather as a strategy to sustain in business. This has led to many practices in banking as non standardized services. The non- core businesses subsidizing the core businesses on failure fronts also cause this deviation. Performance of any organization is one of the mechanisms to gain people's commitment towards achieving the stated objectives of the organization. This study is an attempt to address the questions, which includes: (a) the different performance measurement systems adopted by Indian companies in banking services; (b) the approaches used to measure the performance of the organization in banking services in India; (c) the different factors distorting the PMS of the organization and (d) the effectiveness of PMS and need for the change in the existing PMS. This study also aims to establish an equation between performance measurement practices and environmental variables in Indian banking services. The primary data as well as secondary data has been used to decipher the trends in performance measurement practices in banking services in India. The empirical study deciphers the trend used to identify the potential of banking services in context of economic and social changes underway in India. Although, banking industry is lagging behind in the level of understanding of performance measurement system, but the sector realizes the importance of effective PMS for the organization. The different banking companies are found to use different approaches to measure the performance. The performance measurement systems adopted by Indian companies are also found to be different than that followed by multinational banks. The role of social, economic and cultural factors is being realized by most of the service providers in India. Therefore, the development of performance measurement practices in this dynamic world is need of banking service business.
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Meil, Pamela, and Hal Salzman. "Technological entrepreneurship in India." Journal of Entrepreneurship in Emerging Economies 9, no. 1 (March 6, 2017): 65–84. http://dx.doi.org/10.1108/jeee-08-2015-0044.
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Purpose Is the rise of the Indian software industry simply another Asian state-dominated industrial growth story or is India distinctive, an economy where small technology entrepreneurs also find niches for development and can be drivers of innovation? Research has focused on the large integrated Indian and international service providers. This study examines the opportunity for growth among smaller innovative technology entrepreneurial firms. Two areas of inquiry are: What factors have been responsible for spurring growth in the Indian IT industry? What type of work is being carried out at Indian firms and is this profile changing? This paper aims to examine the emergence of technology entrepreneurs, particularly in terms of their links to multinational firms and their role and position in global value chains. The paper takes a multi-level approach to understanding development trajectories in the IT sector in India: a global value chain approach to the extent that company processes are seen in their larger networked context across organizations and an institutional approach in terms of state policies that influence the creation of infrastructure that, in turn, shapes organizational development trajectories. Additionally, it examines the role of the various actors within IT sector organizations – the workers, the managers and, in the case of the small companies in our sample, the owners – on the outcome of growth trajectories in the Indian IT sector. We find that the various levels of change and policy all contribute to the outcome in company trajectories: the dominance of multinational enterprises on the market, the entrepreneurial vision and survival strategies of returned technology expatriates, and the changing policies of the government in promoting indigenous business. Design/methodology/approach Qualitative research interviews; comparative case study; literature review; multi-tier analysis. Findings The technology entrepreneurial development in India appears to represent quite a distinctive path in terms of both firm development and broader economic development. It is focused on the IT sector, in which high skill “knowledge work” is carried out and which has been able to develop despite lack of basic infrastructure (roads and reliable electricity). Research limitations/implications After the opening up of the business environment to large Western multinational enterprises (MNEs), it was difficult for indigenous Indian entrepreneurs to compete in innovative product development markets. Developing such companies depended on individual risk taking, as no specific infrastructure existed for niche production. However, the knowledge base and innovation clusters did offer opportunities for obtaining contracts. The Indian entrepreneurs did have to make a lot of compromises about defining their business and the tasks they could undertake. More research is needed on the paths and development opportunities for these smaller Indian-owned firms. Practical implications Unique opportunities are emergent and defy easy policy prescriptions, other than precluding change that does not foreclose emergent possibilities (e.g. such as strong state controlled business development). Social implications Indian-owned innovative companies, although having difficulties competing with large Indian and Western MNEs, do put pressure on these MNEs to move work up the value chain, thereby providing more interesting and challenging opportunities for Indian knowledge workers. Originality/value This paper provides a unique company-level perspective about entrepreneurialism in the Indian software sector from the perspective of different actors in the process. It then links this company-level perspective to a larger context both in terms of trajectories of development at the macro level, as well as the role that the company’s place in multinational value chains has in its development perspectives. It gives a special insight into the motivations and obstacles facing entrepreneurs in India’s dynamic software sector.
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Thakre, Nilesh, and Pauline Mathew. "Psychological empowerment, work engagement, and organizational citizenship behavior among Indian service‐sector employees." Global Business and Organizational Excellence 39, no. 4 (March 25, 2020): 45–52. http://dx.doi.org/10.1002/joe.22003.
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Rani, Seema. "COVID-19 - PANDEMIC IMPACTS ON INDIAN IT INDUSTRY." Edumania-An International Multidisciplinary Journal 01, no. 01 (May 15, 2023): 64–74. http://dx.doi.org/10.59231/edumania/edmn8968.
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COVID-19 has been a big disruptor. The impact of COVID-19 on organizations and people across the world has been significant. This impact has been completely different across industries and comprehensive. Directly or indirectly, Coronavirus (COVID-19) pandemic has affected most of the companies in India. Increased economic uncertainty and risk may pose significant financial implications. Although India has managed well to date the spread of the virus. The COVID-19 pandemic has already disrupted normal life and economic activity in our nation. The COVID – 19 Pandemic has caused forceful changes in several industries, and data Technology (IT) trade is that the major among them. The negative impacts of COVID are more as compared to positive effects. India is one of the world's hubs of information technology-enabled services. In India, IT companies provide a broad range of services to companies across almost all commercial verticals. It is evaluated that customers in the manufacturing, retail, energy, travel, transportation, and hospitality sectors are directly impacted by this global pandemic. Indian IT corporations might have to be compelled to assess to ensuing impact on their setups from providing company services concerned in these sectors. COVID-19 main impact is on the technology sector. This descriptive article elaborates the studies that how covid-19 global pandemic impacted the information technology industry in India.
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Srivastava, Ritu. "The Role of Front Line Service Employee in Select Service Industries in India." Ushus - Journal of Business Management 12, no. 4 (September 9, 2013): 67–82. http://dx.doi.org/10.12725/ujbm.25.4.
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Employee actions form a very important aspect of service delivery. It is the employee who is reflected as the organization across and along with the various touch points to the customers. The Indian services sector hosts a lot of industries and dynamics within each are undergoing change. However, the understanding and knowledge of critical customer behavior does cut across industries and enable firms towards success. The role of the employee is the key to success especially in the high customer contact service industries as the employee actions convey the professionalism, sincerity and seriousness expected from a company towards understanding its customer base. Researchers in the developed world have done studies but the literature developed in the West cannot be adopted to the Indian context. Research studies done in other countries need to be replicated to see if the findings are applicable in the changed context and condition and only then be generalized. This is very important as businesses in the marketplace may tend to build strategies based on literature and experience established in a different context. This research study is an attempt to analyze the impact that employee actions have on customers in select service industries in India. For the purpose of this study the service employee has been confined to the front line staff in the Retail, Hospital, Airlines, Hotels and Banking industries.
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Luxmi. "Organizational Learning Act as a Mediator between the Relationship of Knowledge Management and Organizational Performance." Management and Labour Studies 39, no. 1 (February 2014): 31–41. http://dx.doi.org/10.1177/0258042x14535158.
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The study seeks to examine the correlation between organizational learning (OL), knowledge management (KM) and organizational performance (OP) and to investigate the mediating role of OL between the relationship of KM and OP. The scope of the study was service and manufacturing sector organizations in India. The sample comprised of 118 respondents drawn from eight service and manufacturing sector organizations. The results revealed that OL is said to be partially mediating the relationship between KM and OP. The findings approve the assertion of previous studies ( Liao and Wu, 2009 ). It was also found that there is a significant positive correlation between KM, OL and OP.
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Sanagavarapu, Lalit Mohan, Gangadharan G.R., and Raghu Reddy Y. "KIET Framework for Cloud Adoption." International Journal of Cloud Applications and Computing 8, no. 4 (October 2018): 72–87. http://dx.doi.org/10.4018/ijcac.2018100105.
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The expenses in the sustenance of IT investments has become a major ledger item in businesses to the extent that in some cases business priorities had to be changed for sustaining IT systems. Cloud computing, a disruptive technology, is changing the sustenance model with on-demand and metered service approach. However, the adoption of this technology has not been consistent across sectors due to fear on loss of control and changes required in application development and deployment. Authors propose KIET (Knowing, Initiating, Evolving and Transforming) framework based on diffusion theory for adoption of cloud computing in organizations that have strong regulatory framework. Authors implemented the proposed framework on the Indian Banking sector, with majority of the banks being in the public sector. After the implementation of the framework, 49.4% of the banks have adopted cloud computing and another 27.8% of the banks have started the initial steps for adoption.
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Raut, Rakesh D., Bhaskar Gardas, Sunil Luthra, Balkrishna Narkhede, and Sachin Kumar Mangla. "Analysing green human resource management indicators of automotive service sector." International Journal of Manpower 41, no. 7 (February 28, 2020): 925–44. http://dx.doi.org/10.1108/ijm-09-2019-0435.
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PurposeThe objective of this article is to carry out the driving power and dependency analysis of green human resource management (GHRM) indicators of the automotive service sector to identify the most significant ones.Design/methodology/approachThe GHRM indicators were identified through exhaustive literature search and validated through the semi-structured interview with 15 domain experts. The ‘Total Interpretive Structural Modelling (TISM)’ approach was applied for exploring the contextual relationship between the indicators and simultaneously developing their structural hierarchy. The MICMAC analysis was used for categorising the indicators based on their ability to influence the other ones.FindingsIn the present study, indicators namely ‘Green organisational culture and adoption of green strategy (C5)’ and ‘Green training and development (C1)’ were found to be the significant ones, whereas ‘Green employee relations and union-management (C10)’ was found to be highly dependent on the rest of the indicators.Research limitations/implicationsThe proposed model has been developed in the Indian context and is limited to the automotive sector. However, the same model may apply to other domains of different economies by carrying out slight modifications to the same. Also, the inputs taken from the experts of the case sector could be biased. For the HR professionals, the present study helps to identify the key indicators which need to be considered for enlightening the environmental performance of the service organisation.Originality/valueThis research adds a significant assessment to the current knowledge base by assessing the contextual relationship between the indicators of GHRM as none of the past studies focused on the same by using the TISM method in the Indian service sectors context.
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Thamilselvan, R., and J. Kumar. "Performance Evaluation of Customer service in selected Indian commercial banks." Restaurant Business 118, no. 3 (March 22, 2019): 123–36. http://dx.doi.org/10.26643/rb.v118i3.7636.
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The banking industry like many financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition, and especially more demanding customers, and the changing climate has presented an unprecedented set of challenges. Performance evaluation of customer service is one integral part of any facet of banking and it defines future of any banking organization. In banking sector, the whole range of activity and generation of income swivels around the customer. From a very comfortable and peaceful environment, now the Indian Banking Sector is characterized by stiff competition for the customer’s satisfaction and profits war between different banking groups i.e. this paper tries to analyze the performance evaluation of customer service in selected Indian commercial banks. This study is just a small step in understanding the multi dimensional construct of customer service quality and its implications in today’s competitive environment. There is no significant difference in opinion among the customers about confidence building and technology augmentation aspect of Customer service quality. It is concluded that the performance evaluation of customers are more satisfied than the customers of Indian commercial banks and there is a strong bondage between expectations, level of satisfaction and customer loyalty in banks.
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Baber, Hasnan. "Service Quality Perception of Customers – a Study of Toyota Motors in India." Organizations and Markets in Emerging Economies 9, no. 2 (December 31, 2018): 311–23. http://dx.doi.org/10.15388/omee.2018.10.00016.
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Attrition is the major problem in the Indian Retail Industry which experienced the attrition rate of 19.4% in FY 2016 according to KPMG Annual Compensation Trends Survey 2017-18. The focus of these organizations is to reduce turnover by focusing on the underlying factors leading to turnover intentions and actual turnover. The present study was conducted to explore the effect of job satisfaction and core self-evaluation on turnover intentions. The purpose of the study was also to see if core self-evaluation (CSE) moderates the relationship between job satisfaction and turnover intentions. The study was conducted using structured questionnaires for measuring the above-mentioned variables. The sample of the study was 347 salespersons from various retail organizations working in Delhi and NCR. Hierarchical multiple regression showed that both job satisfaction and CSE were negatively related to turnover intentions. Also, CSE was found to moderate the relationship between job satisfaction and turnover intentions such that the relationship was stronger for the employees with low core self-evaluation. The present study has important implications for policy makers in the retail sector. Managers should use strategies to increase job satisfaction in order to curb high attrition in this sector. They must be aware of the moderating role played by personality attributes in the relationship between job satisfaction and turnover intentions.
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Arora, Mamta, and Arpita Kaul. "Green Human Resource Management: An Empirical Study of India." Visegrad Journal on Bioeconomy and Sustainable Development 9, no. 2 (November 1, 2020): 61–66. http://dx.doi.org/10.2478/vjbsd-2020-0012.
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Abstract Purpose: The broad over-arching goals of this work were to study the existing constituents of green human resource management (HRM), to understand the green HRM practices being followed by different companies in India (belonging to certain sectors) and to compare the different sectors in terms of adoption of green HRM. Methodology: A questionnaire was meticulously prepared by the authors to collect the data for this study and was sent to various Indian companies belonging to four sectors: IT/IT services, banking/finance, consultancy and engineering/technology. The questionnaire included a carefully selected collection of questions to gain rich insights into different aspects of green HRM implementation. Findings: most of the companies included in this study are following green HRM (though to varying extents). Green recruitment, green training and development & green safety and health management are the most prominent green HRM functions while green performance appraisal is the least popular green HRM function among these organizations. The IT/IT services sector is most actively using green HRM practices while the banking/finance sector is the most reluctant to adopt green HRM. Practical Implications: a rigorous structure for companies to implement green HRM is provided.