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The purpose of this study is to investigate and develop capabilities to make supply chains resilient using qualitative analysis of fast-moving consumer goods (FMCG) industry located in India. In particular, authors aim to propose a framework to make supply chains resilient by infusing artificial intelligence (AI).

The authors acquired supportive data by conducting semi-structured interviews with 25 FMCG supply chain professionals during 2023. Using open, axial and selective coding approaches, the authors mapped and discovered the themes that constitute the essential elements of AI-enabled supply chain resilience.

The research findings reveal that supply chain capabilities are useful for mitigating the disruptions impact when infused with AI. The authors’ analysis underscore four principal domains in which AI is poised to enhance the resilience of supply chains. This study delves into four key capabilities of interest, namely: Routing Optimization, Efficiency, Periodic Monitoring and Demand Forecasting. The result of this study is the proposed framework which shows the impact of different AI-powered capabilities on supply chain which builds resilient supply chains.

Infusing AI to different supply chain capabilities appears to be a successful way for making FMCG supply chains resilient. Only the supply chain capabilities cannot overcome the impact of disruptions, but the use of AI helps professionals and policymakers to better respond to disruptions.

Few studies demonstrate the impact of advanced technology in building resilient supply chains. To the best of the authors’ knowledge, no earlier researcher has attempted to infuse AI into supply chain capabilities to make them resilient with empirical studies with the theoretical framework of Dynamic Capability View (DCV).

Natural calamities like earthquakes, floods and epidemics/pandemics like COVID-19 significantly disrupt almost all the supply networks, ranging from medicines to numerous daily/emergency use items. Supply Chain Resilience is one such option to overcome the impact of the disruption, which is achieved by developing supply chain factors with Artificial Intelligence (AI) and Big Data Analytics (BDA).

This research examines how organizations using AI and BDA can bring resilience to supply chains. To achieve the objective, the authors developed the methodology to gather useful information from the literature studied and developed the Total Interpretive Structural Modeling (TISM) by consulting 44 supply chain professionals. The authors developed a quantitative questionnaire to collect 229 responses and further test the model. With the analysis, a conceptual and comprehensive framework is developed.

A major finding, this research advocates that supply chain resilience is contingent upon utilizing supply chain analytics. An empirical study provides further evidence that the utilization of supply chain analytics has a positive and favorable effect on the flexibility of demand forecasting to inventory management, resulting in increased efficiency.

Few studies demonstrate the impact of advanced technology in building resilient supply chains by enhancing their factors. To the best of the authors' knowledge, no earlier researcher has attempted to infuse AI and BDA into supply chain factors to make them resilient.

The importance of key account management (KAM) as a management technique in business-to-business markets has grown in recent years. The success of KAM programmes is highly dependent on the efforts of individual employees, specifically key account managers. Research on KAM at an individual level is important but lacking in the academic domain. This study aims to fill this gap by developing and evaluating a model of key account manager personality traits and how they impact the adoption of artificial intelligence (AI) technologies. The study also depicts the effect of the adoption of AI technologies on competitive advantage and firm performance.

The study examines how the adoption of AI technologies impacts firms’ competitive advantage and performance. The study used competitive advantage as a mediator and organisational culture as a moderator. A mixed-method analysis was used to conduct the study. In the first phase, an exploratory study was conducted using interviews with 26 key account managers from the automobile industry and thematic analysis to establish 9 constructs. In the second phase, which is a confirmatory study, 496 respondents finally responded to the questionnaire.

All constructs are used for confirmatory analysis and validate the data. Our research shows that key account managers’ adoption of AI technologies is influenced significantly by personality traits. Extraversion, agreeableness, conscientiousness, neuroticism and openness have substantial links to adopting AI technologies, which impacts firms’ competitive advantage and performance. Organisational culture significantly moderates the association between agreeableness and the adoption of AI technologies.

The findings of this research allow organisations to optimise team composition, customise training programs based on individual traits and incorporate personality assessments into recruitment processes for streamlined technology adoption and improved competitiveness. Overall, these actions aim to enhance AI integration, driving competitive advantage and client satisfaction.

This study stands out as one of the limited inquiries examining how the Big-five personality traits of key account managers influence the integration of AI technologies and its resulting impact on company performance. Therefore, this research makes notable contributions to the realms of organisational psychology and technology adoption studies.

The Metaverse, an emergent Web 3.0 platform, offers users immersive virtual reality experiences. This study employs a case study approach to explore the concept of sustainability within the Metaverse. It examines the environmental, social, and economic implications of virtual interactions and the role of sustainable technologies in shaping user behavior and virtual economies. Through selected case studies, the research provides insights into the potential and challenges of integrating sustainable practices in the Metaverse, with implications for stakeholders ranging from policymakers to end-users.

Borrowing from the dynamic capabilities theory and augmented by the relational view, the study investigates the criticality of supply chain agility in delivering operational performance while understanding the determinant role of key cross-firm resources. Additionally, based on the contingency theory, the interactive influence of two critical context factors, supply uncertainty and product complexity, is examined to enrich the understanding of the contingent nature of the operational performance implications.

The study draws its conclusions from the survey data collected from a 152-respondent sample of executives from US manufacturing firms. The empirical data analyses using partial least square structural equation modeling (PLS-SEM) relate agility to operational performance enhancements while incorporating the moderating effects of contextual factors.

The study relates agility capability to operational performance enhancements, while resource specificity and resource complementarity emerge as significant determinants of the capability. Results on the contingent impact of contextual factors suggest differential influences of supply uncertainty and product complexity on the agility–performance relationship: while the former enhances, the latter detracts from the relationship.

The study’s contributions suggest theory extensions into supply chains as contexts, reinforcing the importance of market-responsive capabilities and the foundational nature of supply chains as repositories of vital cross-firm resources. The contingent nature of the agility–performance relationship accents the importance of market context factors.

The aim of this research is to investigate the factors influencing the adoption of digital payments by the semi-rural women in India.

The study extended the factors of unified theory of acceptance and use of technology UTAUT-2, with perceived credibility and self-determination theory to understand the use behaviour of the rural Indian women. The study checked the mediating role of some constructs besides testing the direct relationship. The study was conducted in the rural parts of the adjoining areas of Delhi, where the women from different states, education and financial background live. The research model was empirically tested on 568 respondents using structural equation modelling (SEM) technique.

The research model was able to explain 72.6% variance in the user behaviour variable. Effort expectancy, habit, facilitating conditions as well as perceived competence emerged out to be significant determinants of use behaviour. Besides these direct relationships, two constructs, habit as well as facilitating conditions were found to partially mediate the relationship between behavioural intention and behaviour.

This study provides some very critical clues for the companies providing digital payment services, by highlighting the significant factors explaining the technology adoption by semi-rural women. The companies must devise suitable marketing strategies to inculcate trust in mind of perspective customers towards their companies as well as the service provided by them. The role of simple digital platform, that is easy to learn and use, is also an important element in determining the technology adoption.

The learning outcomes of this paper is as follows: to understand and analyze the turnaround model of Pearce and Robbins (1993); to familiarize with parameters and actions in the Prompt Corrective Action (PCA) framework of Reserve Bank of India (RBI); to comprehend the probable situation warranting turnaround; to identify the key ratios which signal the financial health of a bank; and to understand the applicability of the turnaround model in bank’s revival.

The case explores various challenges faced by Mr Prashant Kumar during the turnaround process of Yes bank. The youngest bank started its operation in 2004, and in the first six years of operations, Yes bank registered a compound annual growth rate of 100% on the balance sheet, becoming the fourth-largest private sector bank in the country. However, the irony is that this shine and glitter was a short-lived phenomenon and after the regulatory inspection of 2016, Yes bank collapsed like a house of cards. This case has incorporated the three major phases of Yes bank i.e. the rise, the fall and the revival. The turnaround process led by Mr Kumar was explained using the turnaround model given by Pearce and Robbins (1993) and the PCA framework of the RBI. The conditions which warranted the need for the turnaround in Yes bank and the factors responsible for the same are discussed. The multiple challenges faced by Mr Kumar and the strategic responses adopted by him were incorporated in great detail. What were the outcomes of those strategic choices? Should he continue with similar approaches? Was he successful in stabilizing the bank which was broken from the core? What next if stability is achieved? How Mr Kumar should lift Yes bank to the recovery zone? And most importantly, will Mr Kumar be able to change the poor public image of Yes bank? The reflections of all the above questions are narrated with the actions of Mr Kumar.

The case is intended to be taught in the class of strategic management for postgraduate-, master- or executive-level participants of business administration. As the case is focused on a banking organization, it also can be taught in banking class.

Teaching Notes are available for educators only.

CSS 1: Accounting and Finance.

This chapter reviews the Metaverse’s inception and digitalization’s impact on the fashion and apparel retail industry. This review demonstrates how digital clothing rooted in the Metaverse assists industry environmental sustainability, the planet, and consumers, providing business strategies for growth through research in theory and an analysis of practices. Virtual checkout uses digital tools to help marketers and designers better understand their target audience. In the foreseeable future, the Metaverse of our works will be a well-known and safe space for budding designers. Designers will find it much simpler to bring their concepts to life thanks to the immediate relationship that Metaverse technology creates with humans.

Eco-friendly methods and technology found in the Metaverse will transform the industry. Expanding acceptance of Metaverse could lead to a 97% decrease in the amount of carbon dioxide in approximately per item 4,000 L of water, reducing its carbon footprint by around thirty percent during the company’s design and development phases.

Digital apparel may be extremely helpful leading up to the real physical manufacturing of a garment, applied to sampling, marketing and modeling prior the actual variants are put into manufacturing, significantly lowering the environmental impact of a clothing item’s entire lifecycle. Computer-generated representations of clothing cannot replace real garments entirely, and they can help reduce waste and help address overproduction-related difficulties.

This chapter clarifies how digital fashion based on the Metaverse assists business environmental sustainability, users, and acts as a resource to improve approaches.

In mobile banking (m-banking), understanding the factors contributing to customer satisfaction is crucial for bank managers to design effective strategies for enhancing the uptake of mobile banking services. This study assesses the relationships between quality, technology acceptance and credibility factors and behavioural outcomes (actual use, continuance intention and loyalty) and satisfaction with m-banking. It further investigates the moderating influence of economy type, innovation level, connectivity level and sample size on all these relationships.

The study employs a meta-analysis technique and reviews 54 published studies to investigate the antecedents and consequences of satisfaction with m-banking.

The study finds a significant relationship between satisfaction with m-banking and quality, technology acceptance and credibility factors and behavioural outcomes. It concludes that the moderating effect of economy type, innovation level, connectivity level and sample size partially moderate the majority of the hypothesized relationships.

Drawing on a comprehensive literature review, this study presents a novel framework elucidating the antecedents and behavioural outcomes of satisfaction with mobile banking. It contributes to the literature by exploring the moderating effects of sample size and country context on the relationships between these factors, presenting important implications for future mobile banking research.

This study has practical implications for m-banking service providers, offering insights into the factors that drive user satisfaction with mobile banking and highlighting the need for tailored strategies in different country contexts.

This study examines the effects of factors leading to satisfaction and the subsequent outcomes within the context of m-banking. The findings offer fresh perspectives that can be valuable for managers and policymakers, enabling them to enhance customer satisfaction in the realm of m-banking.