textEstablishing predictive validity of measures is a major concern in marketing research. This paper investigates the conditions favoring the use of single items versus multi-item scales in terms of predictive validity. A series of complementary studies reveals that the predictive validity of single items varies considerably across different (concrete) constructs and stimuli objects. In an attempt to explain the observed instability, a comprehensive simulation study is conducted aimed at identifying the influence of different factors on the predictive validity of single versus multi-item measures. These include the average inter-item correlations in the predictor and criterion constructs, the number of items measuring these constructs, as well as the correlation patterns of multiple and single items between the predictor and criterion constructs. The simulation results show that, under most conditions typically encountered in practical applications, multi-item scales clearly outperform single items in terms of predictive validity. Only under very specific conditions do single items perform equally well as multi-item scales. Therefore, the use of single-item measures in empirical research should be approached with caution, and the use of such measures should be limited to special circumstances.

Guidelines for choosing between multi-item and single-item scales for construct measurement: A predictive validity perspective

The study, conducted with the aim to find out the mediating role of consumer buying behaviour. 68.5 percent respondents represent the young generation of the country, 36 percent students participated in the response. As per results, 46 percent respondents’ family contain 1-5 members. 567 respondents represents the population of Pakistan. Smart PLS 3.2.7 has been used in the study. In order to measure scale and model bootstrapping, Algorithm, Fornell and Larker criterion (Discriminant Validity) and HTMT (sensitivity of multicollinearity) ratio has been used along with rule of thumbs set of scholars related to results founded. Study filled the gap of mediation of CBB. Research findings involve a direct relationship of price with customer satisfaction. Positive relationship between price and consumer buying behaviour, and positive mediating role of consumer buying behaviour between price and customer satisfaction.

Impact of Price on Customer Satisfaction: Mediating Role of Consumer Buying Behaviour in Telecom Sector

Indian mobile industry is the most rapidly expanding businesses in the world. Presently, India is one of the second world’s largest telecommunication market and is still mounting. The main aim of this review paper is to explore the factors affecting towards the customer retention from the customers prospective in line with the experience of mobile connections to our country. The present study conducts a systematic review of 50 research papers published across reference peer reviewed journals during 2001-2019 in telecom sector. During the analysis of the literature review, various categories are adopted such as publication year, journals, research design, methodology, related research area, findings, limitations and challenges to the telecom industries. The study is useful for academic researchers, managers and practitioners in the telecom field. The authors critically reviewed the papers and develop a framework to study the significant factors influencing retention in telecom domain. The recommendations also have been made to this review paper on factors influencing customer retention and the directions for future researches are indicated. The authors have found 64 sub factors affecting retention in telecom sector and then categorized these factors into significant factors such as service, support, brand, network coverage, pricing, and customer relation and regulation impact.

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Factors Affecting Customer Retention in Telecom Sector: A systematic review in Indian perspective

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Factors Affecting Customers' Satisfaction TowardsServices Provided by Telecom Sector: A Study ofHaryana

The Human Resource function plays an important role in the betterment of any organization and hence the senior executives‟ naturally expect more from the Human Resource Department. If there is one industry that has emerged relatively unscathed in the economic downturn, it is call-centre industry. As companies get more cost conscious, India is becoming more attractive as an outsourcing destination. The country offers many advantages like very good technical support, cheap manpower, and skilled people and so on. India‟s time zone position has made the country a popular choice for outsourcing BPO activities. There is a lot of potential in the domestic market for a BPO; a large number of Indian and Multinational companies are entering the domestic BPO segment, the domestic market is gearing up for companies. “Business process outsourcing (BPO) is a broad term referring to outsourcing in all fields. A BPO differentiates itself by either putting in new technology or applying existing technology in a new way to improve a process.”

Employee retention challenges in BPO Industry: an Empirical Study of Problems and Solutions

Mediating role of growth needs and job satisfaction on talent sustainability in BPOs and call centres: An evidence from India

Objective of the study is to make a comparative analysis of customer satisfaction of different Telecom Service Providers in Haryana along with identification of factors which influence customer satisfaction. After completing extensive literature review, eight attributes  namely ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’, ‘reliability’, ‘promptness of response’,  ‘it delivers promises, it makes’, ‘availability’ and ‘network’ are identified influencing customers satisfaction. Survey method was adopted for the study. 250 respondents of different TSP’s covering all Telecom Districts in Haryana. SPSS 21.0 was applied for analysis of the collected data. Statistical tools namely Descriptive Analysis, Frequency Analysis, Cross-Tabs Analysis and One Way ANOVA were used in the research study. After systematic analysis and findings of the study, it is found that highest percentage of respondents are satisfied with the attributes namely ‘attractive offers’, ‘mobile provider being friendly’, ‘availability’ and ‘network’ of Airtel along with ‘reliability’ and ‘it delivers promises, it makes’ of Vodafone-Idea, ‘promptness of response’ of BSNL and ‘using advanced technology’ of Reliance-Jio. It is also revealed from the study that Airtel is required to improve ‘reliability’ and ‘availability’ of its mobile networks. Vodafone-Idea needs to improve upon the attributes ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’ and ‘network’. BSNL may further improve ‘promptness of response’ and Reliance-Jio needs to show improvement about ‘it delivers promises, it makes’. It is concluded from the research study that services of Airtel are preferred by maximum percentage of respondents.

Vikas Tyagi

Papers

Mediating role of growth needs and job satisfaction on talent sustainability in BPOs and call centres: An evidence from India

Comparative analysis of customer satisfaction of telecom service providers in haryana