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The purpose of the present study was to examine the choice of conflict management strategies made by servant leaders.

The present qualitative study uses the method of narrative enquiry within the framework of interpretative phenomenological analysis (Smith et al., 2009) to capture the life experiences as lived.

The study suggests that the servant leaders manifest conflict management styles which are more persuasive, humane and participative. Their chief strategies for resolving subordinate-subordinate conflict are initial diagnosis of the situation; leader’s intervention in facilitating an amicable solution; and impartiality of the leader while effecting resolution of conflict. Diagnosis of the conflict situation, self-restraint, patience, composure and humility of the servant leader have emerged as major leadership characteristics, as well as strategies for dealing with any provocative employee behavior.

Insight provided by this study into alternate strategies for conflict resolution will guide the academicians, working managers and trainers to understand and practice the process of managing conflict in a more humane way.

Despite the presence of a few studies linking leadership style with the choice of conflict resolution strategies, an important gap till now has been the absence of leaders’ personal account of their experiences, reflections and analysis in their choice of conflict resolution strategies. This study seeks to investigate the approach of servant leaders when they handle subordinate-subordinate and superior-subordinate conflict.

To understand social entrepreneurship and a social entrepreneur; to identify a social problem and develop a business idea; to understand the theory of entrepreneurial opportunity recognition; and to understand microfinance and its impact in the lives of the poor.

The case traces the journey of its founder Chandra Shekhar Ghosh from being a small time entrepreneur in microfinance to being the owner of a universal bank named Bandhan. Bandhan bank started its operations on August 23, 2015 with 501 branches, 2022 service center and 50 ATMs across 24 states. It had 14.3 million accounts, around 105 billion loan book and 19,500 employees. The founder of Bandhan bank, Chandra Shekhar Ghosh, an Ashoka fellow had won numerous awards such as Entrepreneur with Social Impact Award by Forbes (2014), Entrepreneur of the Year by Economic Times (2014), Skoch Financial Inclusion Award (2011), Entrepreneur of the Year Award (2014) by AIMA to name a few. In 2014, Bandhan was also recognized as Global Growth Company by World Economic Forum.

The case is suitable for analysis in a MBA level course on social entrepreneurship.

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CSS 3: Entrepreneurship.

The purpose of this study is to examine the impact of corporate social responsibility (CSR) expenditure and business responsibility report (BRR) on a firm’s financial performance. Additionally, the study explores whether CSR expenditure and firm performance are related linearly or otherwise. The study also assesses the influence of mandating CSR expenditure on a firm’s performance.

The study is set in India and uses a nine-year data set from 165 companies listed on the Bombay Stock Exchange. Data compilation and analysis are done by using content analysis and panel data regressions.

The main findings of the study are that the effect of CSR expenditure on firm performance in India is non-linear and can be characterized as parabolic for investigated firms. While some performance indicators suggest a U-shaped relationship, others show an inverted U-type pattern, making a definitive conclusion elusive in either direction. BRR scores themselves have a positive impact on firm performance. Mandatory CSR expenditure affects the financial performance negatively, but the market performance improves in general.

The study provides new insights on the relationship between CSR expenditure, BRR scores and firm performance from India, which is not only a notable emerging market but also has other gripping characteristics. It has a prolific history of philanthropy, and yet, it is the first country in the world to mandate CSR expenditure in recent times. The equation between reported economic progress and general quality of life remains intriguing, and yet the number of studies on the effects of CSR expenditure on firm performance are no match to the volume of ongoing and completed works in more developed markets. This study attempts to trim the gap and provide some useful insights for managers, policymakers and stakeholders, apart from prompting further research.

Rural Marketing, Sales and Distribution Management, Salesperson Motivation, Channel Management.

The case can be used in sales management, channel management and rural marketing courses offered to graduate students of MBA degrees. In the sales management courses, the emphasis is on understanding the typical tasks that the rural salesperson is required to conduct. The case can be used to design a suitable motivation-mix for a rural salesperson after analysing their approach towards work. In a rural marketing course, the case can be used to understand the sales and distribution management of fast-moving consumer good products in rural India. The case can be used in channel management courses to design an appropriate channel structure in the rural market in India and utilized for managing the distributors’ salesforce for effective and improved market coverage in rural areas.

Candy Confectioneries Private Limited started its operations in 1995, and was one of the largest confectionery players in India with a market share of 20 per cent. The company had achieved sales of Rs 20bn in 2014 and had 15 confectionery brands in the market. The company was also trying hard to establish itself in the snacks category. The company had nationwide operations, and it was important for the company to expand into the rural market. It served its markets through a comprehensive urban and rural distribution setup. In the rural distribution network, the rural sales representatives (RSRs) played a key role and perhaps were one of the most critical factors in covering the rural market. The RSR system was typical to suit the requirement of product-market coverage with its limitations. The case broadly profiles eight RSRs who were engaged to cover a specific territory in the State of Bihar in India. It also describes their approaches to work and complexities emerging thereof in achieving the best results for the organization.

The case has the following learning objectives: Understanding the design of sales and distribution channel structure followed for distribution and selling of confectionery products in rural India. Examining whether the existing system is adequate to achieve the goals of the firm. Evaluating the performance of each salesperson and identifying common factors to formulate the salesforce policies. Arriving at a suitable motivation-mix for the rural salesperson.

Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

CSS 8: Marketing.

The purpose of this paper is to present a sensitivity analysis of fault-tolerant redundant repairable computing systems with imperfect coverage, reboot and recovery process.

In this investigation, the authors consider the computing system having a finite number of identical working units functioning simultaneously with the provision of standby units. Working and standby units are prone to random failure in nature and are administered by unreliable software, which is also likely to unpredictable failure. The redundant repairable computing system is modeled as a Markovian machine interference problem with exponentially distributed failure rates and service rates. To excerpt the failed unit from the computing system, the system either opts randomized reboot process or leads to recovery delay.

Transient-state probabilities have been determined with which the authors develop various reliability measures, namely reliability/availability, mean time to failure, failure frequency, and so on, and queueing characteristics, namely expected number of failed units, the throughput of the system and so on, for the predictive purpose. To spectacle the practicability of the developed model, a numerical simulation, sensitivity analysis and so on for different parameters have also been done, and the results are summarized in the tables and graphs. The transient results are helpful to analyze the developing model of the system before having the stability of the system. The derived measures give direct insights into parametric decision-making.

The conclusion has been drawn, and future scope is remarked. The present research study would help system analyst and system designer to make a better choice/decision in order to have the economical design and strategy based on the desired mean time to failure, reliability/availability of the systems and other queueing characteristics.

Different from previous investigations, this studied model provides a more accurate assessment of the computing system compared to uncertain environments based on sensitivity analysis.

The purpose of this paper is to efficiently assist the decision makers in evaluating and selecting the most appropriate third-party logistics (3PL) provider from environmental sustainability perspective using a two-phase model based on data envelopment analysis (DEA) and analytic network process (ANP).

The study uses an integrated approach of DEA and ANP as an evaluation and selection methodology to select an efficient and requisite 3PL. The integrated model is a sound technique for 3PL evaluation and selection. DEA effectively screens the maximally efficient 3PLs, whereas ANP easily performs the cumbersome process of weighting diverse criteria and ranks various alternatives according to their performance on the basis of these criteria. This study lists the prominent evaluation and selection criteria taking into consideration the environmental sustainability. Finally, a real-life industrial application is presented to demonstrate the proposed method.

The current research work is devoted to the emerging research topic of environmental sustainability in logistics industry and supply chain management. The results of study indicate that eco-efficient transportation and 3PLs lead better transportation planning, better inventory and warehouse management, lower inventory cost and sustainable supply chain operations. Also, the applied approach enables the decision makers to better understand the complex relationships of the relevant criteria in the decision-making process.

This study does not investigate the relationships between environmental performances and differentiation advantage from the perspective of 3PLs. Also, sensitivity analysis is not performed.

The developed integrated model enables decision analysts to better understand the complete evaluation process of 3PL evaluation and selection considering environmental sustainability perspective. Furthermore, the developed approach provides a more flexible, simple, accurate, effective, and systematic decision support tool for 3PL evaluation and selection.

The current study is first of its kind to use the integrated approach in evaluation and selection of 3PLs from environmental sustainability perspective considering the inter-dependencies among the evaluation and selection criteria.

Gas metal arc-based directed energy deposition (GMA-DED) process experiences residual stress (RS) developed due to heat accumulation during successive layer deposition as a significant challenge. To address that, monitoring of transient temperature distribution concerning time is a critical input. Finite element analysis (FEA) is considered a decisive engineering tool in quantifying temperature and RS in all manufacturing processes. However, computational time and prediction accuracy has always been a matter of concern for FEA-based prediction of responses in the GMA-DED process. Therefore, this study aims to investigate the effect of finite element mesh variations on the developed RS in the GMA-DED process.

The variation in the element shape functions, i.e. linear- and quadratic-interpolation elements, has been used to model a single-track 10-layered thin-walled component in Ansys parametric design language. Two cases have been proposed in this study: Case 1 has been meshed with the linear-interpolation elements and Case 2 has been meshed with the combination of linear- and quadratic-interpolation elements. Furthermore, the modelled responses are authenticated with the experimental results measured through the data acquisition system for temperature and RS.

A good agreement of temperature and RS profile has been observed between predicted and experimental values. Considering similar parameters, Case 1 produced an average error of 4.13%, whereas Case 2 produced an average error of 23.45% in temperature prediction. Besides, comparing the longitudinal stress in the transverse direction for Cases 1 and 2 produced an error of 8.282% and 12.796%, respectively.

To avoid the costly and time-taking experimental approach, the experts have suggested the utilization of numerical methods in the design optimization of engineering problems. The FEA approach, however, is a subtle tool, still, it faces high computational cost and low accuracy based on the choice of selected element technology. This research can serve as a basis for the choice of element technology which can predict better responses in the thermo-mechanical modelling of the GMA-DED process.

The purpose of this paper is to study the performance metrics of redundant repairable machining system which is applicable in various systems like computer and communication system, manufacturing and production system, etc.

In the present investigation, the authors develop Markov model for the system consisting of identical active operating machines which are prone to breakdown. The operating machines are under the care of one permanent repair facility that provides time-sharing basis repair services. The maintenance is facilitated with the provision of standby machines of mixed type and permanent as well as additional repair facility. From the economic point of view, F-policy and N-policy to control the service and arrival of failed machines effectively are included.

For the performance analysis of the system in long run, the authors compute steady-state probabilities using product-type solution method recursively. Sensitivity analysis is performed numerically for various parameters by developing code in MATLAB.

The performance prediction done may be helpful for the system designers and decision makers for the improvement of the existing machining systems in various industries.

Markovian model for the performance prediction of fault tolerant multi-identical operating and standby machines redundant system is developed in generic frameworks by incorporating many noble features which were not all taken together by other researchers working on the same lines. The key concepts incorporated for the modeling of the concerned system is: F-policy, N-policy, time-sharing, and sensitivity analysis of availability and cost function.

Depression and anxiety are the most common comorbidities in TB patients, adversely impacting TB treatment outcomes. The purpose of this study is to assess the effect of lay counselling in reducing symptoms of depression and anxiety and TB treatment completion.

The study used a pre-post interventional research design. Patients were screened for depression and anxiety. All symptomatic TB patients were followed up and offered four to six or more lay counselling sessions whenever necessary. The authors assessed changes in depression and anxiety symptoms before lay counselling intervention and after fourth lay counselling session or the completion of TB treatment, whichever occurred the last.

Approximately 6,974 TB patients were screened for symptoms of depression and anxiety. The mean age was 36.7 ± 14.7 years. Total 25.9% patients were symptomatic. About 99.8% were provided lay counselling and received at least one to two follow-up sessions, while two patients who screened with severe depression were referred to a mental health specialist. Nearly 96.9% TB patients did not report symptoms of depression or anxiety after four lay counselling sessions, and TB treatment completion rate was higher among symptomatic TB patients who completed at least four counselling sessions (92.5%).

Lay counselling services delivered by field coordinators offer a promising approach to address mental health comorbidities among TB patients in resource-limited settings.

It explores a novel approach – lay counselling delivered by field coordinators – in tackling depression and anxiety among TB patients, which is a potentially scalable solution in resource-limited settings.

Purpose: In recent times, ‘artificial intelligence (AI)’ has been pervasive even in organisations or at home. AI is defined as programming computers or other technological devices to act, react, respond, or assist the same way humans do. AI has undeniably made people’s lives easier. In organisations, the impact of AI is even more visible. The main aim of this chapter is to examine the significant role of future work skill’s (FWS) each component in the field of on-growing automation. The focus will be especially on emotional and social intelligence (ESI) (a key component of FWS) while adopting AI.

Need of the Study: In terms of human resource management (HRM), AI is useful for people management, payroll services, staff monitoring and improving the recruiting network, among other things. Even managers put their organisation’s job openings on the web and get applicant resumes electronically. People and employees in the organisation have become more advanced and innovative due to AI. A device obtains employee attendance, and human resource (HR) can track their employees and their organisation’s workforce data. HR has now been awarded more authority to manage and fix their employee’s problems because of AI. In a rapidly changing world, AI is affecting all aspects. AI is yearning to automate all of the jobs.

Methodology: Now a question arises how we can stay relevant in AI economic development? As humans, we learned that every issue is a problem of optimisation because we simply require human skills to develop, create and innovate new things. Therefore, researchers recognised that adopting sustainable growth skills encourages people to continue learning throughout their lives. Moreover, AI has enabled machines the ability to learn over time. Still, they will never be able to develop new ideas like human intelligence. A machine can use only one fixed data algorithm. Now humans have made significant progress in various fields with the help of FWS; without integrated computer sciences, brain science would not make such an outstanding achievement. On the other hand, human minds are masters of their intelligence, such as creativity, complex problem-solving, cognitive thinking, ESI and communication. Breakthrough human mind are masters of algorithms represented people have to understand new trends of technology around us, and the best way to move forward is to be aware, adapt and update skills.

Practical Implications: However, AI is required because, regardless of technological advancements, AI is leading Industry 4.0. The industry’s transformation is in 4.0, and hopefully, 5.0 will jump on board soon. Undoubtedly, AI should streamline the process and eliminate redundancy or administrative tasks.

Finding: AI can be more effective in organisations if they incorporate other FWS, particularly the soft human ESI skills, whereas AI is present everywhere, we can still not neglect FWS, especially ESI. So, this chapter highlights the important role of soft skills, that is, ESI and FWS, while adapting AI for an effective HRM.