NMIMS Management Review最新文献

{"title":"E-SERV-EX: A Multi-item Scale for Measuring Customer Expectations from the Online Retail Services","authors":"Vikas Kumar Tyagi, Sarvesh Kumar, Manish Gulyani, Ruchi Gahlawat","doi":"10.1177/09711023231197795","DOIUrl":"https://doi.org/10.1177/09711023231197795","url":null,"abstract":"Purpose: The purpose of this article is the scale development, refinement, and psychometric evaluation of the multi-item scale (E-SERV-EX) for assessing the customers’ expectations from the online retail services and exploring the impact of different demographic and behavioral factors on customer’s expectation. Design/Methodology/Approach: It was conclusive research, which is quantitative and cross-sectional in nature. Data were collected through a survey method using a structured questionnaire from 518 respondents, selected through judgmental sampling from Delhi NCT. The primary statistical tools used in the study were exploratory factor analysis, confirmatory factor analysis for scale development, and partial least square-structural equation modelling for hypothesis testing. Findings: The final scale had 31 items divided into nine dimensions. Assurance/trust, efficiency, fulfillment/reliability, responsiveness, security/privacy, web-design, personalization, price aspects, and customer engagement. Scales demonstrated good psychometric properties based on the findings from various reliability and validity tests conducted in this study. Web design was the most crucial factor, and personalization was the least important factor expected. When we speak about demographic factors, males had more expectations than females in individual and overall expectations. With an increase in age and income, customers’ expectations from online retailer services decrease. With the increase in distance from the physical retail outlet, customers’ expectations from online retail service increase. Consumers with more experience in internet usage and online retail usage had higher expectations. Consumers who surf and purchase more from online retailers also expect more. Practical Implications: The e-expectation scale developed in this study will help marketers and retailers better understand e-service quality expectations. Knowing the consumers’ expectations would help the retailers in framing the e-marketing mix and strategies. The expectations scale can be used in policy formulation and web designing. This scale will also help fill GAP 1 (expected service and management’s perceptions of consumer expectations) and GAP 5 (customer expectations and customer perceptions) of the service quality gap model of Parasuraman, Zeithaml, and Berry. Originality/Value: This research paper contributes to the literature by developing, refining, and evaluating a novel multi-item scale, E-SERV-EX, with good psychometric properties for measuring customer expectations from online retail services whereas most of the papers in the past measured the perceptions. E-SERV-EX can be employed by marketers, retailers, and policymakers to develop effective e-marketing strategies, web designs, and policy formulation by understanding consumer expectations. Most importantly, this scale helps fill GAP 1 (expected service and management’s perceptions of consumer expectations) and GAP 5 (customer expectat","PeriodicalId":43057,"journal":{"name":"NMIMS Management Review","volume":"12 1","pages":"131 - 144"},"PeriodicalIF":0.2,"publicationDate":"2023-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139371559","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Significance and Impact of Financial Inclusion on Indian Economy: An Empirical Study","authors":"Arjit Saxena, V. Panwar","doi":"10.53908/nmmr.300405","DOIUrl":"https://doi.org/10.53908/nmmr.300405","url":null,"abstract":"Purpose: This research is an attempt to assess the current state of financial inclusion empirically, its significance and impact in the Indian context. Methodology: The present study examines the impact of financial inclusion on the economic growth of India. A multiple regression model was developed based on secondary data from 2010-11 to 2019-20. Findings: The results of the study found a positive as well as a significant impact on the total number of transactions through ICT-A/Cs-BC and the number of basic saving bank deposit account (BSBDA) on the GDP of India. Hence, the study concludes that financial inclusion has a significant impact on the growth of the Indian economy. Practical Implications: The concept of financial inclusion in the context of macroeconomics gives researcher innumerable opportunities to explore. The paper allows future researchers an opportunity to study the change in financial behaviour of the people after being financially included, to discuss the technicalities and dynamics of our financial inclusion indicators, and to suggest policymaking that may align for successful implementation of financial literacy, Originality/ Value: Financial inclusion aims to include each individual in the financial framework of the country. It focuses on the accessibility and affordability of banking services for everyone irrespective of their financial status. This study by and large analyses the quantitative aspects of financial inclusion, its impact and significance on the Indian economy from the empirical research point of view.","PeriodicalId":43057,"journal":{"name":"NMIMS Management Review","volume":" ","pages":""},"PeriodicalIF":0.2,"publicationDate":"2022-07-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43559232","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Job Satisfaction as Antecedent of Organizational Citizenship Behavior: An Empirical Study Among Academicians","authors":"U. R, Radhamani R","doi":"10.53908/nmmr.300403","DOIUrl":"https://doi.org/10.53908/nmmr.300403","url":null,"abstract":"Purpose: Organizational citizenship behavior is significant for enhancing organizational effectiveness. Due to the importance of employee citizenship behaviors for organizations, it is necessary to analyze the impact of the antecedents of citizenship behaviors for promoting such behaviors among employees. This research work has examined the predictive ability of the different dimensions of job satisfaction in eliciting organizational citizenship behaviors among academicians working in private arts and science colleges. The dimensions of job satisfaction taken up for analysis include – salary, workload, physical work environment, interpersonal relationship, leadership style and job security. The dimensions of Organizational citizenship behavior include – altruism, sportsmanship, conscientiousness, civic virtue and courtesy. Methodology: Primary and Secondary data were used in this study. The primary data was based on the sample survey conducted among academic staff employed in private arts and science colleges. The sample size for the study is 112. Data was analyzed using Correlation and multiple regression methods using SPSS version 28. Findings: The results have established job satisfaction as a significant predictor of the organizational citizenship behavior dimensions of sportsmanship, civic virtue and courtesy. Workload was found to have the strongest antecedent ability. Practical Implication: The results of the study will help educational institutions to better manage the organizational factors that promote job satisfaction among academic staff. Satisfied staff will engage in citizenship behaviours that will strengthen the academic institution. Originality: This research work has examined and established the predictive ability of job satisfaction in eliciting organizational citizenship behaviours among academic staff. The reciprocity norm of Social Exchange theory which advocates that satisfied employee reciprocate their satisfaction by displaying citizenship behaviour is confirmed in this work.","PeriodicalId":43057,"journal":{"name":"NMIMS Management Review","volume":" ","pages":""},"PeriodicalIF":0.2,"publicationDate":"2022-07-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43278607","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Factors affecting emission revelation: Evidence from an emerging economy","authors":"Narayan Baser, Rajeshri Desai, Avani Raval","doi":"10.53908/nmmr.300402","DOIUrl":"https://doi.org/10.53908/nmmr.300402","url":null,"abstract":"Purpose: Sustainability disclosures are being increasingly adopted as value relevant by investors but they are still in a budding stage in India. The present study examines the factors affecting emission revelation by Indian companies. Methodology: The emission data disclosed by 39 Indian companies on the CDP (Carbon Disclosure Project) are taken as samples for this study and the relevant financial data of these companies are collected for analysis. A logistic regression approach has been applied to determine the disclosure possibility of selected companies. Findings: From the findings, it is inferred that the size, profitability and leverage are the key determinants of emission disclosure for the sample firms. While size has a significant positive impact, profitability and leverage are negatively related to emission revelation. Practical Implications: The current research will add value to the existing environmental research, especially in emerging economies. Further, it will assist managers and practitioners in formulating and implementing the disclosure policy. Originality: This article has contributed to the preliminary investigations on carbon emission data, disclosed by Indian companies on CDP. In this study, the size, profitability and leverage along with the environmental sensitivity of the industry were chosen as independent variables to understand disclosure practices in a better way.","PeriodicalId":43057,"journal":{"name":"NMIMS Management Review","volume":" ","pages":""},"PeriodicalIF":0.2,"publicationDate":"2022-07-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47758271","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Development and Validation of Interpersonal Relationship Measurement Scale at Workplace","authors":"Vandana Singh, Pooja Aggarwal","doi":"10.53908/nmmr.300401","DOIUrl":"https://doi.org/10.53908/nmmr.300401","url":null,"abstract":"Purpose- The paper aims to develop and validate a scale measuring interpersonal relationships among employees of an organization, notably the service sector. Design/methodology/approach- A sample of 250 employees in the first stage and 421 employees in the second stage were selected and purposive sampling was employed to validate the scale. The scale was refined using exploratory factor analysis in the first stage and in the second stage, it was refined through measurement model evaluation in PLS-SEM. Findings- The results reveal that the scale cleared all the psychometric properties required for confirming the application of the tool at second order in a remarkable manner, where Cronbach’s alpha value of the scale was 0.934 and composite reliability ranged between 0.893 to 0.937. Practical implications- Current literature is flooded with articles describing marital relations, social relations in general and the relationship between leader and member in an organization, but the relationship between employees within an organization has received scanty attention and particularly in the service sector. Originality/value- Current research contributes in a theoretical and practical manner in understanding interpersonal relationships and some of its attributes. It mainly contributes to developing and validating the scale at second order in the service sector, which evaluates interpersonal regard, mutual acceptance and upliftment, mutual trust and workplace harmony.","PeriodicalId":43057,"journal":{"name":"NMIMS Management Review","volume":" ","pages":""},"PeriodicalIF":0.2,"publicationDate":"2022-07-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47708187","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The Role of Corporate Governance and Company Specific Characteristics on Environmental Disclosure Practices in India","authors":"Suchismita Ghosh, Ritu Pareek, T. N. Sahu","doi":"10.53908/nmmr.300404","DOIUrl":"https://doi.org/10.53908/nmmr.300404","url":null,"abstract":"Purpose-The purpose of this paper is to investigate the determinants of corporate governance factors and company specific characteristics of environmental disclosure in a developing country, namely, India. Design / Methodology/ Approach-A static and GMM-based dynamic panel data regression analysis is used to measure the ecological practices by considering the sample size of 100 non-financial listed companies taken from the National Stock Exchange between 2010 to 2021. Findings-Using two-step dynamic panel data GMM-based estimation, the study finds that governance factors like board size and board meetings are showing a positive effect on disclosure practices. whereas, in the case of an independent director a negative influence can be seen. But in the case of the squared term of independent director, there remains a positive effect on environmental activities. However, in the case of company specific characteristics firm age and the debt-equity ratio are positively influencing environmental activities where as firm size is found to influence negatively on disclosure practices. Originality/value-This study improves the mounting literature on the association between corporate governance factors, company specific characteristics, and environmental practices from an emerging economy standpoint. Specifically, the study inspects the dynamism and endogeneity effect along with the non-linear effect of different independent factors on environmental disclosure.","PeriodicalId":43057,"journal":{"name":"NMIMS Management Review","volume":" ","pages":""},"PeriodicalIF":0.2,"publicationDate":"2022-07-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41627595","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Causality between Service Quality and Customers’ Satisfaction Across Star Hotels","authors":"A. Samal, Sitikantha Mishra","doi":"10.53908/nmmr.300205","DOIUrl":"https://doi.org/10.53908/nmmr.300205","url":null,"abstract":"Background: To win the race of hares, one has to become a leopard performing in faster and pro-active manners than others to win the competition. But to come first and remain ahead of others for longer durations, demands quality initiatives in business processes and therefore the topic on quality in service operations beards paramount importance. Objectives: On this note, we have tried to assess the prevailing service quality of various star category hotels in the state of Odisha in India where the renowned SERVQUAL scale is employed to map the difference of opinions between the guests visiting the hotels. Materials & Methods: A total of 395 numbers of interviews were conducted through convenient sampling process and the data was captured through the use of a structured questionnaire. The collected data were assessed through the use of descriptive statistics that includes percentage calculations, cross tabulations, t-test, analysis of variance, correlation coefficient, and multiple regression analysis, etc. Results: The results revealed sorry state of affairs at the selected hotels where positive gap scores were obtained between the expectations and perceptions of the customers. Based upon the findings, curtain corrective measures are proposed in the study for enhancing the qualitative parameters of the hotels. Epilogue: Survival of the fittest is the word that describes the market scenario. The entities that remain fit, agile, anticipatory, proactive, caring, and most importantly quality conscious can only win the race with flying colours. Originality: This study analyzes the quality of various services initiatives prevailing at the star hotels in the state of Odisha in India for which our study can certainly help in generating different guidelines to ensure the optimal levels of quality as desired by the guests at the hotels which will help in development of a long term and sustainable quality initiative in the sector compared to international standards.","PeriodicalId":43057,"journal":{"name":"NMIMS Management Review","volume":" ","pages":""},"PeriodicalIF":0.2,"publicationDate":"2022-04-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46300940","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A Lonely Planet","authors":"T. Panda","doi":"10.53908/nmmr.300209","DOIUrl":"https://doi.org/10.53908/nmmr.300209","url":null,"abstract":"Editorial","PeriodicalId":43057,"journal":{"name":"NMIMS Management Review","volume":" ","pages":""},"PeriodicalIF":0.2,"publicationDate":"2022-04-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47015778","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Application of Confirmatory Factor Analysis and Structural Modelling to Measure Experience Economy of Tourists","authors":"Ashish Mohanty, Sitikantha Mishra","doi":"10.53908/nmmr.300202","DOIUrl":"https://doi.org/10.53908/nmmr.300202","url":null,"abstract":"Objective –The present study looked at the connections between dance festival travelers’ experiences, satisfaction, and behavioural intention on the basing of the model on experience economy by Pine and Gilmore and the existing literature. The research is on how escape tourist experience and tourist satisfaction mediated other aspects of experience on behavioral intention. Methodology/Approach/Scope – The data was collected with the help of a structured questionnaire administered to 221 respondents in Konark Temple, Odisha, the venue of Konark Dance Festival 2022 held between 19th February to 23rd February 2022. The study employed confirmatory factor analysis and structural modelling techniques to evaluate the dimensions and test the hypotheses. Findings – The findings backed up the anticipated theoretical linkages between the dimensions, as well as the application of the scales of experience economy to dance festival. The findings further support the idea that the escapist experience plays a role in influencing the tourist’s evaluations of dance festival performance and behavioural desire to attend the same in the future. Implications & Conclusion – This study attempts to provide an initial path to view the escape experience of tourists as a sense of tourism sector accomplishments and the destination’s performance as a dimension. The model proposed in the study seems to be beneficial to festival management. Hence, the organisers of the dance festival are invigorated to improve upon and authenticate the model proposed by the researchers transversely to other festival settings.","PeriodicalId":43057,"journal":{"name":"NMIMS Management Review","volume":" ","pages":""},"PeriodicalIF":0.2,"publicationDate":"2022-04-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42319588","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A Study to Investigate Consumer’s Resonance Experience Effect and Engagement Behaviour on Travel Vlogs","authors":"S. Mohanty, B. Pradhan, Debasis Sahoo","doi":"10.53908/nmmr.300203","DOIUrl":"https://doi.org/10.53908/nmmr.300203","url":null,"abstract":"Objective – This research is carried out with an objective to comprehend the experience of consumers via travel vlogs and its influence on customer engagement behaviour and travel objective based on the Resonance theory incorporating the cognitive and emotional resonance. Methodology/Approach/Scope – The data was collected via online mode with the help of a structured questionnaire administered to 300 respondents in the Bhubaneswar city, Odisha, who were avid and regular vlogs watchers actively engaged over a period of one year or so. The study used correlation and multiple & linear regression analyses to examine the variables and test the hypotheses. Findings – The analysis revealed that out of seven variables (Cognitive: Information acquisition, source credibility & video clarity and Emotional: Entertainment, escapism, entertainment & self-congruence), six variables viz., Information Acquisition, source credibility, entertainment, self-congruence, inspiration and escapism impacted positively on Consumer engagement behaviours with source credibility as the most important predictor influencing travel intention. Implications & Conclusion – There is a need for an emotional connection between the travel vloggers and the consumers with a high level of enthusiasm on the part of the vloggers. The management of hotel organisations and destination marketers have a crucial role to play as far as the promotion of their products is concerned about providing incentives to the consumers to engage with travel vlogs.","PeriodicalId":43057,"journal":{"name":"NMIMS Management Review","volume":" ","pages":""},"PeriodicalIF":0.2,"publicationDate":"2022-04-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44951038","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}