Showing papers in "Vision: The Journal of Business Perspective in 2007"
TL;DR: The Indian food and grocery retail sector is in the transformation mode for various reasons like strong macroeconomic fundamentals and the changing socio-economic scene are driving what were once once... as discussed by the authors.
Abstract: The Indian food and grocery retail sector is in the transformation mode for various reasons like strong macro-economic fundamentals and the changing socio-economic scene are driving what were once ...
42 citations
TL;DR: In this paper, the authors describe the importance of customer service and quality and develop a series of transactions with consumers to increase customer loyalty and retention in the context of relationship marketing, which is an approach which emphasizes the continuing relationships that should exist between the organization and it customers.
Abstract: U LIKE in the past, the marketplace today is very dynamic, vibrant and competitive. The customers are smarter, more informed, and have an access to many channels and choices which they take little time to exercise. They can easily defect to competitors who promise better offerings at lower prices. The challenge all marketers face today is in finding ways of increasing customer loyalty and retention. Transforming indifferent customers into loyal ones and establishing a long term relationship with its customers is critical for organizational success. This brings in focus the paradigm ofRelationship Marketing which Levitt in 1983 described as \"an approach which emphasizes the continuing relationships that should exist between the organization and it customers. It emphasizes the importance of customer service and quality and of developing a series of transactions with consumers\". Customer service and focus on quality enhance customer satisfaction. Greater the level of customer satisfaction with the relationship-s-not just the product or service, greater will be the likelihood that the customer will stay with the organization. Relationship marketing is recommended for complex, high value services, which are not generic, have a high degree of variability and switching costs, with customers preferring a high degree of involvement and a continuous relationship.
30 citations
TL;DR: In the knowledge economy, library and information services are viewed as saleable products as discussed by the authors and more importantly, libraries have started treating their users as "customers" and treating them as "enablers".
Abstract: In today's knowledge economy, library and information services are viewed as saleable products. More importantly, libraries have started treating their users as ‘customers.’ The paper analyzes the ...
26 citations
TL;DR: In this paper, a study has been conducted with a view to capture impact of Internet on changes in consumer behavior, with respect to reading news on internet, and the study was conducted in two phases.
Abstract: The emergence of internet has many effects on the availability of news and information. It expands the reach of news, information and discussion forums to the public and forces traditional news media to reorient themselves in competitive situations. The newspaper/print media companies have understood this trend and have come out with new plans. Most of them have developed their on-line portals or websites that provide news as well. This study has been conducted with a view to capture impact of Internet on changes in consumer behavior, with respect to reading news on internet. The study was conducted in two phases. The first phase comprised of an exploratory research that gave the insight about the issues. It is followed through a detailed questionnaire to conduct the descriptive study. Target population considered was one who has Internet access. It was divided in two segments namely working professionals and students. The responses were collected through e-mail. It was found that Internet has not much af...
21 citations
TL;DR: In this article, the authors examined the decision-making process in respect of restaurant services in India and found that consumer decision making process has always been a subject of interest for marketers.
Abstract: Consumer decision making process has always been a subject of interest for marketers. The present study examines the decision making process in respect of restaurant services in India. Restaurant s...
21 citations
TL;DR: In this article, the authors report a strong relationship existing between market orientation and various financial and non-financial measures of business performance among manufacturing firms in India and find this relationship to be holding true, irrespective of market conditions.
Abstract: Market orientation has come to be recognized as a key concept in marketing literature. Researches in other countries point to the presence of a positive relationship between market orientation and business performance. In the Indian context, however, little evidence exists to demonstrate that market orientation is an activity worth pursuing by the business firms. Based on an empirical investigation, the present paper reports a strong relationship existing between market orientation and various financial and non-financial measures of business performance among manufacturing firms in India. Adjusting for the effects of various moderating and control variables, the authors find this relationship to be holding true, irrespective of market conditions. The obvious managerial implication of the study is that it is worth investing resources in making organizations more market-oriented as all this gets amply paid by way of superior business performance
19 citations
TL;DR: In this article, the influence of different information sources in image management of Indian destinations is identified and the influences of these sources are tested for a few segments of tourists based on certain common segmentation variables like origin, age, benefits sought and exposure of the tourists.
Abstract: This paper aims at identifying the influence of different information sources in image management of Indian destinations. Six different information sources namely, word-of-mouth, tourism department publications like travel brochure, PR effort in print and electronic media, professional sources (like tour operators, etc.) and cognitive wisdom of the tourists are examined. The influences of these information sources are tested for a few segments of tourists based on certain common segmentation variables like origin, age, benefits sought and exposure of the travellers. It is observed that cognitive wisdom (of the tourists), the often-neglected source of information, plays the most prominent role in shaping the image about a destination. On the other hand, it is seen that one of the most debated communication media in services marketing–the referral affects image formation process the least. The influences of almost all the information sources across various segments are found to be significantly different. I...
15 citations
TL;DR: In this paper, the authors examined the relationships between work performance and some key variables (i.e., job satisfaction, turnover intentions and job-specific self efficacy) and found that these variables were correlated with job satisfaction and turnover intentions.
Abstract: The present study attempts to examine the relationships between work performance and some key variables (i.e. Job satisfaction, turnover intentions and job-specific self efficacy). The data was col...
14 citations
TL;DR: Current status of ICT industry as well as of I CT education & training (E & T) system are presented, future projections regarding the same are given, overviews the practices pertaining to E & T in ICT, and indicates towards the deficiencies in the said system & practices.
Abstract: In the current decade, there has been a tremendous growth of ICT & ITES industry worldwide and India has an impressive presence in the world trade of ICT & ITES. Indian ICT industry is a fast growing industry in terms of its annual growth in production, domestic market share, export, offshore outsourcing and investment. As a result, Indian ICT industry requires a large number of well-qualified and well-trained ICT professionals of all categories. However, a huge gap between the demand and supply of manpower currently exists. In order to narrow down such a gap, ICT education & training system needs to play a crucial role. Further, looking at the worldwide considerable growth of ICT/ITES demand, ICT training may be considered as a potential area to which India can diversify largely and where ICT can leverage to gain competitive edge over its overseas rivals. Though, India has all round favourable climate; system maturity and wide network for ICT education & training; however, such a system suffers from the ...
13 citations
TL;DR: In this article, the authors revisited the concept of parenting as originally proposed by Campbell et al. (1995) in the context of conglomerates in developed economies, and examined some critical yet unanswered questions.
Abstract: The concept of parenting was originally proposed by Campbell et al (1995) in the context of conglomerates in developed economies. In contrast to the divisional structure of conglomerates in developed countries, business groups as found in most emerging consist of a network of affiliated yet independent firms. This difference in the structure of multi-business firms in developed and emerging markets solicits a revisiting the concept of parenting as originally proposed by Campbell et al. (1995). Does ‘parenting advantage’ exist in emerging markets? If so, what are the sources of ‘parenting advantage’? Given the multi-firm, multi-business group affiliated setup how does ‘parenting’ differ in emerging markets when compared to conglomerates of developed economies? How does the business group structure and associated managerial practices impact ‘parenting advantage’ of firms affiliated to a business group in emerging market? This paper examines some of these critical yet unanswered questions. The contribution m...
11 citations
TL;DR: The National Hydroelectric Power Corporation Limited (NHPC Ltd) as discussed by the authors was the biggest player in Indian hydro power industry. NHPC was in the business of hydro power generation and was spread all over Indi...
Abstract: National Hydro-electric Power Corporation Limited (NHPC Ltd) was the biggest player in Indian hydro power industry. NHPC was in the business of hydro power generation. NHPC was spread all over Indi...
TL;DR: In this paper, the economic feasibility of technical analysis in Indian stock market is evaluated and it is shown that technical indicators do not outperform simple buy and hold strategy on net return.
Abstract: The study evaluates the economic feasibility of technical analysis in the Indian stock market. It discusses that technical indicators do not outperform Simple Buy and Hold strategy on net return ba...
TL;DR: A review of literature reveals that various issues pertaining to NSD (New Service Development)/Service innovation like NSD initiation strategies, internal functional integration, need for simultaneous involvement of employees, evaluation of NSD and measuring the performance of new service, leadership role, role of customers, communication, factors influencing innovative co-worker behavior, etc., have been investigated as mentioned in this paper.
Abstract: The need for developing new services organically is well recognized. Extant review of literature reveals that various issues pertaining to NSD (New Service Development)/Service innovation like NSD initiation strategies, internal functional integration, need for simultaneous involvement of employees, evaluation of NSD and measuring the performance of new service, leadership role, role of customers, communication, factors influencing innovative co-worker behavior, etc., have been investigated.However, in comparison to New Product Development (NPD), New Service Development (NSD) has received significantly less attention. Innovations that are initiated and implemented by individuals have been largely bypassed as most of the studies have investigated NSD at firm level or project level. This lack of attention is in-spite of the recognition that employees (customer contact employees in case of service firms) can be major contributors of blockbuster new ideas.Notwithstanding the benefits, the role of customer con...
TL;DR: In this article, an integrated approach to study the role of user involvement in the continuous innovation of production technology is proposed, drawing on data from questionnaire surveys and interviews in the UK to assess the extent to which supplier and user firms as well as their subcontracting firms adopt a network approach.
Abstract: Drawing its argument from a range of theoretical perspectives, this paper proposes an integrated approach to study the role of user involvement in the continuous innovation of production technology. A framework is developed that outlines several sets of inter-organizational relationships among the organizations related to a given type of production technology. It also draws on data from questionnaire surveys and interviews in the UK to assess the extent to which supplier and user firms as well as their subcontracting firms adopt a network approach to sharing knowledge in the continuous innovation of the production technology to enhance performance.
TL;DR: The fertiliser industry in developing countries is facing challenge and uncertain future due to their commitments to the WTO as mentioned in this paper. This is part of the reason that the developing countries are pushing fo...
Abstract: The fertiliser industry in developing countries is facing challenge and uncertain future due to their commitments to the WTO. This is part of the reason that the developing countries are pushing fo...
TL;DR: The balanced scorecard is designed to provide a strategic vision for the organization by looking at four perspectives: financial, customer, internal business processes, and learning and growth as mentioned in this paper. But, it has been questioned for practicality.
Abstract: To survive and grow, a business organisation must Ineet its .stated objectives. It therefore needs to measure its performance frequently, to evaluate its past performance and identify areas where it must improve in the future. After World War II, several national economies grew significantly, leading to global competitive environment. From time-motion studies to quality improvement tools, businesses deployed methods to improve their performance. Beginning in the 1970s, Japanese automakers challenged u.s. industry by deploying quality improvement tools. In the 1980s, the western world created the three major process improvement and performance measurement systems, International Organisation for standardization launched ISO 9000 and Motorola launched the Six Sigma methodology and the U.S. Congress launched the Malcolm Baldrige National Quality Award (MBNQA) in 1987. The ISO 9000 provides a framework for an organisation to achieve good results consistently by improving inter relationships between business functions while the MBNQA provides a role model for organisations to achieve superior performance, The focus of Six Sigma methodology is to develop systems that will catch and correct errors before the customer receives the product. It accelerated the rate of improvement. In addition to ISO, MBNQA and Six Sigma, several companies have developed their own way of achieving excellence. In 1991, Kaplan and Norton introduced the most popular performance measurement tool, balanced scorecard in Harvard Business Review. The balanced scorecard is designed to provide a strategic vision for the organization by looking at four perspectives: financial, customer, internal business processes, and learning and growth. It gave management a new way of monitoring an organisation's performance by measuring past success and setting goals for the future. However, the balanced scorecard implementation at the grassroots level has been questioned for practicality.
TL;DR: This paper proposes that MD should be closely integrated with seven key dimensions; MD research should not only be concentrated on the MD component itself, but also on the relationships that it has with these dimensions.
Abstract: Human performance is instrumental in achieving organisational objectives; management development (MD) has been evident in organisations as an important tool to enhance individual and team performan...
TL;DR: In this article, the authors studied the response of manufacturing industries in Punjab to the changed policy regime after the advent of liberalization and privatisation process in India and examined the trends in partial productivities as well as total factor productivity in two sub periods to see whether there has been an improvement in productivity in the post 1991 period, the period associated with liberalisation and globalisation.
Abstract: Productivity is an important concept in the context of the economic growth of a nation. The rate of productivity in accelerating the pace of economic growth is well recognised in both the theoretical as well as empirical literature on growth. The significance of productivity for economic growth was highlighted by Kuznets (1966) when he showed that rapid gain in industrial productivity was the crucial underpinning of Western Industrialization. The Indian Economy was thrust into throes of rapid change in the nineties when the then government of India adopted the New Economic Policy. Liberalization, Privatization and Globalization — became the three planks by which the Indian Economy was propelled into the fusion. This process has had maximum impact on the manufacturing sector, as it has radically changed its business environment and future growth dynamics. All the states of Indian union have been affected differently due to the structural changes. In response to changed policy regime different sub sectors of industry of Punjab have responded differently to adjust optimally. The present research work focuses on studying the response of manufacturing industries in Punjab to the changed policy regime after the advent of liberalisation and privatisation process in India. The present study analyses the trends in value added, labour, capital as well as trends in labour, capital and total factor productivity for sixteen industrial groups on the organised manufacturing sector for the period 1980 — 81 to 2002 — 03 and also for two sub periods, period I, 1980 — 81 to 1990 — 91 and period II, 1991 — 92 to 2002 — 03. The present study tries to examine the trends in partial productivities as well as total factor productivity in the two sub periods to see whether there has been an improvement in productivity in the post 1991 period, the period associated with liberalisation and globalisation. The study tries to analyse the industries which have been showing better performance in terms of partial and total factor productivity and also study the trends of the industries which have not performed well in the period of analysis.
TL;DR: In this article, the authors pointed out that India has reached a level where there is a predominance of service-oriented economic development and that economic development has been associated with structural changes in the national economies.
Abstract: Economic development has been associated with structural changes in the national economies. On the path of its economic development, India has reached a level where there is predominance of service...
TL;DR: In this paper, the authors discuss automated service quality definitions, the potential influence of automated services quality on employee retention and financial performance, and the marketing strategies of banks to foster financing of small and medium enterprises in India.
Abstract: The study shows the impact of technology on the way banks conduct business and proceeds to discuss automated service quality definitions, the potential influence of automated service quality definitions and the potential influence of automated service quality on employee retention and financial performance. The main focus of the article is on the marketing strategies of banks to foster financing of small and medium enterprises in India.
TL;DR: In this article, a study was conceptualised to scrutinise whether anomalous patterns yield abnormal return consistently for any specific day of the week even after introduction of the compulsory rolling settlement on Indian bourses.
Abstract: Investors and analysts are unable to predict stock price movements consistently so as to beat the market in informationally efficient markets. Still, concerted efforts are being made to earn abnormal returns discerning some anomalous pattern in the stock price movements. Also, the study of some structural changes in the market leading to, or removing some anomalous pattern in the stock prices, are of interest to investors and analysts. The present study was conceptualised to scrutinise whether anomalous patterns yield abnormal return consistently for any specific day of the week even after introduction of the compulsory rolling settlement on Indian bourses. Three market series viz., BSE Sensex, S and P CNX Nifty and S and P CNX 500 were observed on daily basis for ten years viz., i) Pre-rolling settlement period, April 1997 - December, 2001 and ii) Post-rolling settlement period, January 2002 - March 2007 to discern evidences in this regard.Contrary to developed capital markets, the results reported in th...
TL;DR: In this article, the level of commitment and personal efficacy among the associates of Delhi Metro Rail Corporation (DMRC) and also to understand the relationship between these two variables were studied.
Abstract: Present research was designed to study the level of commitment and personal efficacy amongst the associates of Delhi Metro Rail Corporation (DMRC) and also to understand the relationship between these two variables. Data was collected from 50 executives and 50 non-executives of DMRC. For this purpose, Organisational Commitment Instrument (OCI) and Personal Efficacy Test was administered individually to all employees. Chi-Square was applied to see the level of commitment and personal efficacy of executives and non-executives. The results were analysed using Chi–square test Pearson Product Moment correlation. The Chi–square results of commitment are shown in Table 1. The results revealed that Chi–square for commitment was 35.78, which was significant at 0.01 level. The comparison of results of executive and non–executive associates showed that large number of executive associates (n = 27) where highly committed, moderate number of employees (n = 15) fell into medium commitment range and few (n = 8) were low...
TL;DR: In this paper, the authors have attempted to extend the EVA Methodology to a State Passenger Road Transport Undertaking (SRTU) in India, which is relatively a better performing one on operational parameters though it is loss making.
Abstract: Economic Value Added (EVAR) has immense potential for evaluating State Owned Enterprises as it provides an excellent methodology for capturing social and economic contributions of these organisations, instead of merely going by financial returns. If EVA is applied in private enterprises to correct accounting distortions, in public enterprises it can be applied to correct earnings distortions. In this paper we have attempted to extend the EVA Methodology to a State Passenger Road Transport Undertaking (SRTU) in India. This SRTU is relatively a better performing one on operational parameters though it is loss making. This paper captures the opportunity cost of the following three factors which make significant difference to their performance: 1. Loss of revenue from providing concessional fares to students. 2. Opportunity cost of providing services in interior rural areas. 3. Opportunity cost of providing unviable urban schedules.Motor Vehicle Tax is another factor considered. The analysis shows that EVA re...
TL;DR: In this article, the authors present an exercise aimed at demonstrating such dynamics that influence the individuals to achieve the organizational goal as a whole, more effectively and efficiently, by placing two balls (one small and the other big) in front of the participants and they are asked to get the small ball bounced back, up to that height from where it is put on the ground, to achieve a target.
Abstract: This exercise is aimed at demonstrating such dynamics that influence the individuals to achieve the organizational goal as a whole, more effectively and efficiently. During this exercise two balls (one small and the other big) are put in front of the participants and they are asked to get the small ball bounced back, up to that height from where it is put on the ground, to achieve the target. The paper states about five achievable methods (method 1–5), out of which the fifth method is the most appropriate. Also, it reveals that only 3 and 0.5 per cent of the respondents adopted the fourth and fifth method respectively, and those who implemented these methods, their performance in the work life is excellent. All these five methods demonstrate respondents' different traits. Through this simple exercise, participants will be able to internalize their attitude, creativity, information seeking ability, listening and learning attitude, persuasion and problem-solving skills, etc. in class room.