Abhishek Poddar, Sangita Choudhary, Aviral Kumar Tiwari and Arun Kumar Misra
The current study aims to analyze the linkage among bank competition, liquidity and loan price in an interconnected bank network system.
Abstract
Purpose
The current study aims to analyze the linkage among bank competition, liquidity and loan price in an interconnected bank network system.
Design/methodology/approach
The study employs the Lerner index to estimate bank power; Granger non-causality for estimating competition, liquidity and loan price network structure; principal component for developing competition network index, liquidity network index and price network index; and panel VAR and LASSO-VAR for analyzing the dynamics of interactive network effect. Current work considers 33 Indian banks, and the duration of the study is from 2010 to 2020.
Findings
Network structures are concentrated during the economic upcycle and dispersed during the economic downcycle. A significant interaction among bank competition, liquidity and loan price networks exists in the Indian banking system.
Practical implications
The study meaningfully contributes to the existing literature by adding new insights concerning the interrelationship between bank competition, loan price and bank liquidity networks. While enhancing competition in the banking system, the regulator should also pay attention toward making liquidity provisions. The interactive network framework provides direction to the regulator to formulate appropriate policies for managing competition and liquidity while ensuring the solvency and stability of the banking system.
Originality/value
The study contributes to the limited literature concerning interactive relationship among bank competition, liquidity and loan price in the Indian banks.
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Amit Poddar, Timucin Ozcan and Ramana Kumar Madupalli
The purpose of this paper is to investigate the role of customer service employees’ (CSEs) competence and service recovery outcomes on service evaluations of foreign and domestic…
Abstract
Purpose
The purpose of this paper is to investigate the role of customer service employees’ (CSEs) competence and service recovery outcomes on service evaluations of foreign and domestic CSEs.
Design/methodology/approach
Three experiments were conducted to test and validate the proposed hypotheses. The participants were told a cover story that they were either listening to (Study 2) or reading (Studies 1 and 3) a real conversation between a customer service representative of a bank and a customer and the authors wanted their views about the service encounter. While country of origin (COO) and competency were common independent variables across three studies, Study 2 included service recovery with a full refund and Study 3 had both full and partial refund and apology offered or not.
Findings
Results from three experiments show that while competent CSEs are evaluated the same, regardless of their COO, the domestic CSE is evaluated more negatively than the foreign CSE when both are incompetent. The authors also find that when competent CSEs deliver no service recovery, the foreign CSE evaluations are significantly lower than the domestic one. Study 3 results show that this effect is mediated by participants’ ethnocentric beliefs.
Research limitations/implications
For implications, this study provides a deeper understanding of the role of COO in services contexts. Future researchers can utilize the findings to investigate the important role that expectations play in determining service excellence and how it affects the COO effect.
Practical implications
The paper provides managers in both offshoring client and provider firms with an understanding of the effects of offshoring on employee evaluations. It discusses the relevance/irrelevance of COO on the customer evaluations of service employees.
Originality/value
The study investigates an under researched phenomenon – offshoring of services. This paper is one of the few looking at the role of different interaction factors, such as competence, recovery on service evaluations.
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The purpose of this paper is to understand motivation of young consumers to use artificial intelligence (AI) tools such as chatbots, voice assistants and augmented reality in…
Abstract
Purpose
The purpose of this paper is to understand motivation of young consumers to use artificial intelligence (AI) tools such as chatbots, voice assistants and augmented reality in shopping by generating Vroom’s expectancy theory of motivation using grounded theory approach.
Design/methodology/approach
Grounded theory approach has been used to develop the Vroom’s expectancy theory. Initially data were collected through participant interviews using theoretical sampling. These data were analyzed and coded using the three step process, i.e. open coding, axial coding and selective coding. The categories created during coding were integrated to generate Vroom’s expectancy theory of motivation.
Findings
The findings indicate that Vroom’s expectancy theory of motivation can be used to explain motivation of young consumers to use AI tools as an aid in taking shopping decisions. The motivation may be intrinsic motivation, extrinsic motivation or force choice motivation. Expectancy represents the ease of using the tools, instrumentality represents competence of tools in performing desired tasks while valence represents satisfaction, rewarding experience and trust in using of tools.
Research limitations/implications
The findings of the study are based on grounded theory approach which is an inductive approach. Alternate research methodologies, both inductive and deductive, need to be employed to strengthen the external validity and generalize the results. The study is limited to shopping motives of young consumers in India. A comparison with other consumer motivational studies has not been done. Hence no claim is made regarding the advantage of Vroom’s theory over other motivational theories.
Practical implications
The study has strong implications for retailers in developing countries which are seen as an emerging market for retail and have introduced AI tools in recent years. The Vroom’s expectancy theory will help retailers to understand consumer motivation in using AI tools or shopping.
Originality/value
Vroom’s expectancy theory to understand consumer motivation to use AI tools in shopping was generated using the grounded theory approach.
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Rajesh Chidananda Reddy, Debasisha Mishra, D.P. Goyal and Nripendra P. Rana
The study explores the potential barriers to data science (DS) implementation in organizations and identifies the key barriers. The identified barriers were explored for their…
Abstract
Purpose
The study explores the potential barriers to data science (DS) implementation in organizations and identifies the key barriers. The identified barriers were explored for their interconnectedness and characteristics. This study aims to help organizations formulate apt DS strategies by providing a close-to-reality DS implementation framework of barriers, in conjunction with extant literature and practitioners' viewpoints.
Design/methodology/approach
The authors synthesized 100 distinct barriers through systematic literature review (SLR) under the individual, organizational and governmental taxonomies. In discussions with 48 industry experts through semi-structured interviews, 14 key barriers were identified. The selected barriers were explored for their pair-wise relationships using interpretive structural modeling (ISM) and fuzzy Matriced’ Impacts Croise's Multiplication Appliquée a UN Classement (MICMAC) analyses in formulating the hierarchical framework.
Findings
The lack of awareness and data-related challenges are identified as the most prominent barriers, followed by non-alignment with organizational strategy, lack of competency with vendors and premature governmental arrangements, and classified as independent variables. The non-commitment of top-management team (TMT), significant investment costs, lack of swiftness in change management and a low tolerance for complexity and initial failures are recognized as the linkage variables. Employee reluctance, mid-level managerial resistance, a dearth of adequate skills and knowledge and working in silos depend on the rest of the identified barriers. The perceived threat to society is classified as the autonomous variable.
Originality/value
The study augments theoretical understanding from the literature with the practical viewpoints of industry experts in enhancing the knowledge of the DS ecosystem. The research offers organizations a generic framework to combat hindrances to DS initiatives strategically.