The 2010 Journal of Information Technology (JIT) article, ‘A Review of the IT Outsourcing Empirical Literature and Future Research Directions,’ analyzed 741 findings on the determinants of Information Technology Outsourcing (ITO) decisions and outcomes from 164 empirical articles published between 1992 and 2010. Using the same coding method, the 2011 JIT article, ‘Business Process Outsourcing Studies: A Critical Review and Research Directions,’ analyzed 615 findings on the determinants of Business Process Outsourcing (BPO) decisions and outcomes from 67 empirical articles published between 1996 and 2011. Taken together, these two reviews found that the preponderance of evidence from both ITO and BPO research streams produced largely consistent results pertaining to the categories of independent variables that affected outsourcing decisions and outcomes. To investigate the most current research findings on business services, which comprise ITO and BPO, and to compare the results with the prior JIT reviews, we replicated the method used in the prior JIT reviews. In this update, we examined 174 newly published articles across 78 academic journals published between 2010 and 2014. We found that researchers have significantly expanded the variables of interest in the last 4 years. In all, researchers investigated 69 new variables. Compared with earlier research, this review of recent articles found a deeper exploration of the direct effects of transaction attributes, sourcing motivations, client and provider capabilities, and governance on sourcing decisions and outcomes. Researchers have also studied a broader variety of sourcing decisions, including shared services, captive centers, rural sourcing and backsourcing. This update also found a more nuanced understanding of relational governance and its interaction with contractual governance. We assessed the research progress that has been made on ten previously identified gaps in knowledge. We proposed a future research agenda that includes continued, incremental progress on ‘normal science’ research questions, as well as more ambitious research goals. We challenged researchers to investigate how sourcing clients, providers, and advisors can protect jobs, protect the environment, and ensure security in an increasingly automated world.

Review of the Empirical Business Services Sourcing Literature: An Update and Future Directions

Fuzzy AHP is a hybrid method that combines Fuzzy Set Theory and AHP. It has been developed to take into account uncertainty and imprecision in the evaluations. Fuzzy Set Theory requires the definition of a membership function. At present, there are no indications of how these membership functions can be constructed. In this paper, a way to calibrate the membership functions with comparisons given by the decision-maker on alternatives with known measures is proposed. This new technique is illustrated in a study measuring the most important factors in selecting a student current account.

https://researchportal.port.ac.uk/portal/files/186566/Fuzzy_AHP.pdf

Calibrated fuzzy AHP for current bank account selection

What is “toxic leadership?”

An Indian customer surrounding 7P׳s of service marketing

Purpose – There is a plethora of research which has dealt with service quality issues in various service organizations. But a few researchers have presented state of service quality from a cultural perspective, especially within an Asian cultural context. The purpose of this paper is to measure service quality of Pakistani Islamic banks through validating a culturally sensitive scale: PAKSERV. Furthermore, the path from service quality to customer loyalty has been presented through applying PAKSERV service quality scale. Design/methodology/approach – Following a positivist tradition, the service quality to loyalty path in Islamic banking sector of Pakistan is established. A self-administered survey was conducted to approach 300 Islamic bank customers in major cities of Pakistan. The respondents were purposefully selected based on their extent of using the retail banking services. The data were analysed through employing various quantitative measures such as correlation and structural equation modelling em...

Customer perceived service quality and loyalty in Islamic banks

Purpose – The purpose of this paper is to identify the factors impacting customer satisfaction in Indian banks and analyze their effects the level of customer satisfaction through a regression analysis. The primary contribution of this study is the analysis and resulting insights on the critical factors impacting client satisfaction within the Indian retail banking sector.Design/methodology/approach – A 28 item questionnaire was prepared based on literature review and discussions with current customers of Indian banks. The questionnaire was then sent out to current customers of 13 retail banks in India. In total, 420 completed questionnaires were received, out of which 400 were found to have been accurately and completely answered. The 28‐item instrument has been empirically tested for unidimensionality, reliability and validity using Cronbach alpha and exploratory factor analysis.Findings – A factor analysis suggests that there are five factors driving customer satisfaction: “service quality”, “ambience/...

Client satisfaction in Indian banks: an empirical study

Recent misuses of power in politics, corporate and religious arena have invigorated interest in dark side of leadership. This chapter sheds light on a menacing type of dark leadership--toxic leadership. Owing to the dearth of a comprehensive delineation of "toxic" leadership from its related phenomena, this chapter addresses the paucities and clarifies the nature, process, reasons and consequences of "toxic" leadership. It reviews, summarizes and integrates the existing literature on toxic leadership to draw nomological distinctions amongst different constructs of dark leadership and eventually presents stimulators and behavioral symptoms of toxic leadership. Few contemporary myths and detoxification measures are discussed to combat toxicity in a leader for a sustainable organization. The goal of the chapter is to reach our readers' curiosity, enhance their frame of reference and bring new insights to educate them by providing guidelines and awareness about toxic leadership.

/pdf/toxic-leadership-the-most-menacing-form-of-leadership-1v2sutjiq9.pdf

Toxic Leadership: The Most Menacing Form of Leadership

Purpose – Business process outsourcing (BPO) industry in India is progressing with an unparalleled velocity. Although, much research has taken place time and again elaborating on attrition, which is a menace to this industry, not much of work has been done on retention. The present study aims to explore the dimensions of retention in a comprehensive manner. The paper identifies the main factors that lead to retention, compares these dimensions across various demographic characteristics and develops a regression model to find out the contribution of the factors to the long term sustenance of employees in a BPO. Design/methodology/approach – A questionnaire was completed by 500 BPO employees located in the National Capital region of India. It measured their perception towards the importance of factors that are responsible for their sustenance in the organization. Data was analyzed using tests like factor analysis, descriptive stats, correlation and regression. Findings – Four major dimensions of retention w...

What makes employees stay

Perceived toxicity in leaders: Through the demographic lens of subordinates

The purpose of this paper is to examine the relationship between work culture and employee satisfaction and to gauge the impact of work culture on employee satisfaction in the banking industry in India. A 37-item questionnaire was filled by 661 bank employees and was empirically tested. Nine dimensions of work culture and two dimensions of employee satisfaction emerged from factor analysis. Work culture showed a positive significant correlation with most of the dimensions of employee satisfaction implying that as the work culture became stronger, the employee satisfaction also increased. Further, regression analysis proved that disciplined and enterprising culture, meritorious culture, innovative and participative culture, affinity with the organisation, performance norms and empowerment from the work culture dimensions and age and income from the demographic characteristics emerged as determinants of employee satisfaction in Indian banks.

Santosh Dev

Papers

Client satisfaction in Indian banks: an empirical study

Toxic Leadership: The Most Menacing Form of Leadership

What makes employees stay

Perceived toxicity in leaders: Through the demographic lens of subordinates

The impact of work culture on employee satisfaction - empirical evidence from the Indian banking sector