Maraj Rahman Sofi, Irfan Bashir, Mohammad Ashraf Parry and Altaf Dar
The study aims to investigate the effect of four customer relationship management (CRM) dimensions, namely, customer orientation, customer relationship management organization…
Abstract
Purpose
The study aims to investigate the effect of four customer relationship management (CRM) dimensions, namely, customer orientation, customer relationship management organization, managing knowledge and CRM based technology, on customer satisfaction in the hospitality sector of Kashmir.
Design/methodology/approach
A survey instrument with a slight modification is adapted from literature and is exercised on the customers of three- and four-star hotels operating in Kashmir. A total of 176 responses received using systematic random sampling were subjected to exploratory factor and regression analyses to uncover the underlying relationships among dependent and independent variables.
Findings
The results revealed a significant and positive relationship between CRM dimensions, namely, customer orientation, managing knowledge and CRM organization on customer satisfaction. Though the results also indicate a significant positive effect of CRM-based technology on customer satisfaction, the magnitude of this effect is very weak. This suggests that hotel organizations use technology as a mere tool to store customer information only. Thus, CRM-based technology should be used by the hotels to analyze customer information and, subsequently, design customized products. This will unravel the full potential of the technology and lead to better customer satisfaction.
Practical implications
The findings of this study provide significant insights to the practitioners to understand the role of successfully implementing a CRM strategy. It reflects that establishing an effective CRM strategy helps managers in improving customer satisfaction and in maintaining a long-term relationship with customers to achieve the organizational goals. Thus, establishing an efficient and effective CRM strategy should be (one of) the key objectives for all hotel managers. Moreover, the hotels that successfully implement CRM strategy and manage customer knowledge properly will reap the rewards in terms of better customer loyalty and long-term sustainable profitability.
Originality/value
This study approaches the implementation of CRM strategy from a customer perspective with a specific focus on investigating the effect of four CRM dimensions on customer satisfaction in the hospitality sector. This will provide a novel impetus to the hotel managers to devise and manage a CRM strategy that leads to (better) customer satisfaction.
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Muhammad Edo Suryawan Siregar, Suherman Suherman, Titis Fatarina Mahfirah, Berto Usman, Gentiga Muhammad Zairin and Herni Kurniawati
This study aims to investigate how the presence of female executives on the board affects a company’s capital structure decisions. The critical mass of female executives on the…
Abstract
Purpose
This study aims to investigate how the presence of female executives on the board affects a company’s capital structure decisions. The critical mass of female executives on the board was also considered to observe their impact on capital structure.
Design/methodology/approach
Samples were taken from nonfinancial sector companies listed on the Indonesia Stock Exchange between 2012 and 2021 (3,707 firm-year observations). Capital structure was measured using four approaches, namely, debt-to-total asset ratio (DAR), debt-to-equity ratio (DER), short-term debt-to-total assets (STD) and long-term debt-to-total assets (LTD). The data were analyzed using panel data regression analysis, including a fixed effects model with clustered standard errors.
Findings
The presence of female executives on the board is significantly negatively related to capital structure as measured by DER and STD. The critical mass of women provided no evidence of a relationship with a firm’s capital structure. Robustness checks were performed, and the results were consistent with those in the main analysis.
Research limitations/implications
Female executives can be appointed to management boards when determining a strategy to achieve the capital structure desired by a company.
Originality/value
This study increases the diversity of research in corporate governance by synthesizing various indicators from female executives into a single study to determine their relationships with companies’ capital structures. In addition, this study stands out by incorporating four distinct indicators for assessing capital structure and diverging from the norm observed in many other studies, many of which rely on just two indicators: DAR and DER. Moreover, it strongly emphasizes the unique economic, legal, social and cultural landscapes of developing countries like Indonesia in comparison to their developed counterparts, particularly Western nations.
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Komal Altaf, Huma Ayub, Malik Shahzad Shabbir and Muhammad Usman
Due to increase in operational risk, banks are facing huge losses. In order to avoid losses, banks need to manage operational risk. This study aims to analyze the impact of…
Abstract
Purpose
Due to increase in operational risk, banks are facing huge losses. In order to avoid losses, banks need to manage operational risk. This study aims to analyze the impact of operational risk management (ORM) processes, which include identification, assessment, analysis, monitoring and control in the presence of corporate governance (CG) that can also contribute to effective ORM practices.
Design/methodology/approach
Operational risk management processes are used to manage operational risk along with CG. Primary data are collected through questionnaire from (167) operational risk managers of commercial banks. Multiple linear regressions has been run to analyze the data.
Findings
Results indicate significant impact of CG and operational risk identification (ORI), monitoring and control on ORM practices in commercial banks of Pakistan.
Originality/value
The study suggests policy makers to improve the ORM framework by CG. Beside this, in order to lessen operational risk, proper identification, monitoring and control of operational risk could also contribute.
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Pushpesh Pant, Pradeep Rathore, Krishna kumar Dadsena and Bhaskar Shandilya
This study examines the performance effect of working capital for a large sample of Indian manufacturing firms in light of supply chain disruption, i.e. the COVID-19 pandemic.
Abstract
Purpose
This study examines the performance effect of working capital for a large sample of Indian manufacturing firms in light of supply chain disruption, i.e. the COVID-19 pandemic.
Design/methodology/approach
This study is based on secondary data collected from the Prowess database on Indian manufacturing firms listed on the Bombay Stock Exchange (BSE) 500. Panel data regression analyses are used to estimate all models. Moreover, this study has employed robust standard errors to consider for heteroscedasticity concerns.
Findings
The results challenge the current notion of working capital investment and reveal that higher working capital has a positive and significant impact on firm performance. Further, it highlights that Indian manufacturing firms suffered financially post-COVID-19 as they significantly lack the working capital to run day-to-day operations.
Originality/value
This research contributes to the scant literature by examining the association between working capital financing and firm performance in light of the COVID-19 pandemic, representing typical developing economies like India.
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Aasif Ali Bhat, Kakali Majumdar and Ram Kumar Mishra
This study aims to examine the relationship between the perceptions of local residents concerning political factors and support for tourism development in the Kashmir region.
Abstract
Purpose
This study aims to examine the relationship between the perceptions of local residents concerning political factors and support for tourism development in the Kashmir region.
Design/methodology/approach
Primary data have been collected (n = 650) from the residents of the top five tourist destinations (Pahalgam, Gulmarg, Srinagar, Sonamarg and Kokernag) through a pre-tested questionnaire by multistage sampling method. In presence of non-normal data, the partial least squares structural equation model is applied for analysis. The study is based on the theoretical framework of social exchange theory (SET) and institutional theory of political trust (ITPT).
Findings
Results suggest that trust in government, the perceived economic performance of government and level of power are negative determinants of support for tourism development, which nullifies SET for politically disturbed regions.
Originality/value
The results of this study are useful for the local government and tourism institutions in policy formation and fill the vast gap in tourism literature with a theoretical base. This study is also an addition to the existing literature on city tourism for the politically disturbed region.
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Rifat Altaf, Imtiyaz Ahmad Zargar, Gousia Gani, Syed Zameer Hussain, Omar Bashir, Bazila Naseer, Sobiya Manzoor and Tawheed Amin
This study aims to develop sweet chestnut incorporated corn-based extrudates by the optimization of process conditions.
Abstract
Purpose
This study aims to develop sweet chestnut incorporated corn-based extrudates by the optimization of process conditions.
Design/methodology/approach
The independent process variables for extrusion (blend ratio, barrel temperature, screw speed and feed moisture) were investigated to govern their impact on reliant variables, namely, bulk density, specific mechanical energy, water absorption index, water solubility index, color and hardness. Product and system responses were significantly (p < 0.05) affected by the independent variables. Experimental design with quadratic models experienced a high coefficient of determination (R2 = 0.99).
Findings
Numerical optimization for the development of extrudates resulted in optimum conditions having corn flour: sweet chestnut flour (80:20), barrel temperature (120°C), screw speed (340 rpm) and feed moisture (12%). Fat, moisture and protein contents of the developed extrudates using optimum conditions were significantly (p < 0.05) lower compared to raw materials – corn and sweet chestnut. The packaging of extrudates in aluminum laminates revealed shelf stability of three months at room temperature without deterioration of quality.
Originality/value
Nutritionally rich sweet chestnut extruded products would be an exclusive option to already existing snacks in the market and can facilitate a new sphere in extruded product sector.
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Anurag Bagalkot, Dirk Pons, Don Clucas and Digby Symons
Polymer rapid tooling (PRT) inserts can be used as injection moulding (IM) cavities for prototyping and low volume production but lack the robustness of metal inserts. Metal…
Abstract
Purpose
Polymer rapid tooling (PRT) inserts can be used as injection moulding (IM) cavities for prototyping and low volume production but lack the robustness of metal inserts. Metal inserts can withstand high injection pressure and temperature required, whereas PRT inserts may fail under similar parameters. The current method of parameter setting starts with using the highest pressure setting on the machine and then fine-tuning to optimize the process parameters. This method needs modification, as high injection pressures and temperatures can damage the PRT inserts. There is a need for a methodical process to determine the upper limits of moulding parameters that can be used without damaging the PRT inserts.
Design/methodology/approach
A case study analysis was performed to investigate the causes of failure in a PRT insert. From this, a candidate set-up process was developed to avoid start-up failure and possibly prolong tool life. This was then tested on a second mould, which successfully avoided start-up failure and moulded 54 parts before becoming unusable due to safety issues.
Findings
Process parameters that are critical for tool life are identified as mould temperature, injection pressure, injection speed, hold pressure and cooling time.
Originality/value
This paper presents a novel method for setting IM process parameters for PRT inserts. This has the potential to prevent failure at start up when using PRT inserts and possibly extend the operating life of the PRT inserts.
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Mahnoor Anjum Butt, Huma Ayub, Bilal Latif, Fawad Asif, Malik Shahzad Shabbir and Ammar Aftab Raja
The purpose of this paper is to shed light on the reputational risk, which is elusive and difficult to measure due to the lack of its conclusive definition. Literature supports…
Abstract
Purpose
The purpose of this paper is to shed light on the reputational risk, which is elusive and difficult to measure due to the lack of its conclusive definition. Literature supports the notion that financial risks may translate into reputational risks that pose threat to bank performance. However, empirical investigations in this context are still at their nascent stage.
Design/methodology/approach
This study has used a panel dataset for the sample of 24 conventional and Islamic banks regarding the period 2007–2017 by using a structural equation model.
Findings
The results of this study show that reputational risk partially mediates the relationship between financial risks and the performance of conventional banks. However, for Islamic banks, the reputational risk remains insignificant as a mediator. This study provides significant implications to risk managers in banks, regulators and academics to understand the role of reputational risk linked to financial risks for the improvement of bank performance.
Originality/value
This study aims to add to the literature by measuring reputational risk through the shareholders reputational score index, which is used as a mediator to determine whether financial risks of banks affect the performance of conventional and Islamic banks in Pakistan.
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The purpose of this paper is to develop understanding of the problems of classification, to discover the classification practices of libraries with rich collections on Islam cited…
Abstract
Purpose
The purpose of this paper is to develop understanding of the problems of classification, to discover the classification practices of libraries with rich collections on Islam cited in the literature, to find the gaps, and to determine the point from which to start work on further development.
Design/methodology/approach
Published and unpublished literature, both print and electronic, that is relevant to the problem was reviewed objectively in the compilation of this paper.
Findings
Standard classification systems lack proper space for materials on Islam for two reasons: less awareness on the part of devisers of the depth and variety of Islamic topics; and their bias and lack of interest in Islam. Different indigenous classification systems and expansions have been developed, using either the original notation or alternative notations. Some systems have been developed without following any standards or logic. This study has revealed a need for empirical study of libraries with rich collections on Islam in order to gain a better understanding of the problem and find an optimal solution.
Research limitations/implications
No empirical field data are included in this study. This is a review of the literature.
Originality/value
The author indicates the current situation of the problem and a potential framework for its solution.
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Benson Rugalema Mwemezi, Geraldine John Kikwasi and Sarah Phoya
Although there are several established frameworks for health and safety in construction, there are inadequate health and safety conditions at informal construction sites, and no…
Abstract
Purpose
Although there are several established frameworks for health and safety in construction, there are inadequate health and safety conditions at informal construction sites, and no framework has been designed to address this problem. The purpose of this paper is to develop a validated framework for health and safety risk management (HSRM) in informal construction sites with the aim of supporting Sustainable Development Goals 3, 8 and 11 of the 2030 Agenda, which are to ensure everyone enjoys a healthy life and to create inclusive, secure, robust and sustainable cities and human settlements, respectively.
Design/methodology/approach
The study is based on HSRM questionnaire survey and interviews with construction workers working on informal construction sites in Tanzania. A total of 13 health and safety specialists in construction were specifically chosen to validate the proposed framework for HSRM in informal construction to determine its applicability, efficacy and adaptation.
Findings
The validation results demonstrated that all of the suggested metrics within the framework for HSRM in informal construction scored higher than the test value, proving the framework’s feasibility
Originality/value
This research adds to the body of knowledge on the issue in a never-before-seen setting. To the best of the authors’ knowledge, this study is the first empirical study in Tanzania to develop and validate a framework for HSRM in informal construction.