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Book part
Publication date: 24 June 2024

Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu

Free Access. Free Access

Abstract

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Cognitive Psychology and Tourism
Type: Book
ISBN: 978-1-80262-579-0

Available. Open Access. Open Access
Article
Publication date: 21 September 2023

Krishna K. Tummala

This paper examines the decline of the largest working parliamentary democracy in India overtime, but accelerating since 2014 as the Bharatiya Janata Party (BJP), under the…

1262

Abstract

Purpose

This paper examines the decline of the largest working parliamentary democracy in India overtime, but accelerating since 2014 as the Bharatiya Janata Party (BJP), under the leadership of Prime Minister Narendra Modi at the Center (as the federal government is commonly known).

Design/methodology/approach

It is eclectic. Original constitution, along with commentaries, are studied. News outlets, government pronouncements, journal articles, and other media outlets — electronic and print — are also sourced.

Findings

The findings show how three important features in democracy — elections and their outcomes, control of information, and suppression of dissent are widely used to undermine constitutional democracy.

Originality/value

Democracy can be undermined without altering the Constitution itself. It also explains the irony of Modi’s popularity, given the undemocratic practices. As he may continue in office for some time to come, commanding a log-rolling majority, the need of the hour is a united, constructive and effective opposition to ensure a healthy working democracy.

Details

Public Administration and Policy, vol. 26 no. 3
Type: Research Article
ISSN: 1727-2645

Keywords

Available. Open Access. Open Access
Article
Publication date: 23 May 2023

Ignacio Cepeda-Carrión, David Alarcon-Rubio, Carlos Correa-Rodriguez and Gabriel Cepeda-Carrion

This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of…

4226

Abstract

Purpose

This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), focus on results (FR) and peace of mind (PM).

Design/methodology/approach

A total sample of 185 industrial customers in Spain was collected via an online platform from March to April 2020. The data were analysed using partial least squares-structural equation modelling (PLS-SEM).

Findings

The results indicated that the four dimensions of customer experience are the foundation of commercial success (i.e. customer satisfaction) for express parcel companies in the business-to-business (B2B) environment. Therefore, the most innovative express parcel companies should not only pay attention to providing services in accordance with the customer agreement but also go beyond that; hence, these companies must understand customer needs to be able to offer a unique experience. Therefore, these companies must design experiences that go beyond pure technical delivery services.

Originality/value

Although previous work has linked customer experience to customer satisfaction, there is little work that does so specifically in an industry as in vogue as express parcels and less so in the B2B environment. In addition, this work analyses fine-grained customer experience in terms of grain's four dimensions, and therefore, the authors analyse how each dimension (e.g. more rational or more subjective dimensions) impacts customer satisfaction. Few studies have focussed on this type of analysis for express parcel companies in the B2B environment.

Details

International Journal of Physical Distribution & Logistics Management, vol. 53 no. 7/8
Type: Research Article
ISSN: 0960-0035

Keywords

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Book part
Publication date: 3 June 2021

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Productivity Growth in the Manufacturing Sector
Type: Book
ISBN: 978-1-80071-094-8

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Book part
Publication date: 8 June 2021

Free Access. Free Access

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Comparative Advantage in the Knowledge Economy
Type: Book
ISBN: 978-1-80071-040-5

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Book part
Publication date: 8 March 2021

Abstract

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Corruption in the Public Sector: An International Perspective
Type: Book
ISBN: 978-1-83909-643-3

Available. Content available
Article
Publication date: 30 January 2009

427

Abstract

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Corporate Communications: An International Journal, vol. 14 no. 1
Type: Research Article
ISSN: 1356-3289

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Book part
Publication date: 25 May 2022

Free Access. Free Access

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Globalization, Income Distribution and Sustainable Development
Type: Book
ISBN: 978-1-80117-870-9

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Book part
Publication date: 28 November 2024

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Sustainable Agricultural Practices: Economic and Environmental Implications
Type: Book
ISBN: 978-1-83608-337-5

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Book part
Publication date: 18 November 2024

M. Mahadeva

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Rural Social Infrastructure Development in India: An Inclusive Approach
Type: Book
ISBN: 978-1-83608-381-8

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