Mugdha Shirish Mujumdar and Sandeep G. Prabhu
This study aims to explore the telecom regulations and telecom reforms of different countries in the context of consumer complaints and grievance handling. The telecom dispute…
Abstract
Purpose
This study aims to explore the telecom regulations and telecom reforms of different countries in the context of consumer complaints and grievance handling. The telecom dispute resolution mechanisms of countries such as Australia, the USA, the UK and India are studied. This qualitative research is carried out for the three major telecom markets: Australia, the USA and India.
Design/methodology/approach
Here, research is conducted in two stages. In the first stage, the telecom policies of the major telecom markets, their ombudsman policies and consumer grievance redressal mechanisms are studied. In the second stage, the qualitative analysis of the three telecom markets, Australia, the USA and India, is conducted through in-depth interviews, the questionnaire method for telecom customers and secondary research.
Findings
Telecom customer satisfaction is significantly higher in countries with the telecom ombudsman as a system of telecom governance redressal. This study dedicates significant importance to the distinctiveness of the grievance resolution systems in different countries and suggests recommendations for improving the mechanisms. The recommendations given in the research study emerge as the output of interviewing telecom experts, academicians and researchers and court judges.
Research limitations/implications
This study has partial limitations as primary research was carried out only in selected countries with limited participants.
Practical implications
This study is useful for policymakers, regulators and think tanks in the telecommunications sector.
Social implications
The resolution of individual customer grievances is significant to the telecom industry and all participants. A well-oiled grievance redressal system enhances the trust among the service users and aids in the industry’s growth. Further practical assessment of redressal offered by different telecom operators can be used for benchmarking, and it can create an onus on telecom operators for timely and adequate redressal of consumer complaints. In certain countries with a well-developed alternate dispute resolution (ADR) mechanism, the service offerings of telecom operators and the quality of services are deemed to be better than those without such an ADR. The research aims to bring in the positives of ADR systems from specific telecom markets and suggest the effectiveness of such ADR for countries such as India, which has over 1.17billion active subscribers. This research aims to aid responsive communication with telecom consumers in the overall telecom industry, which can bolster telecom consumers’ confidence and help the industry grow sustainably. Discussing perspectives on telecom dispute resolution in various conferences and discussing use-cases of innovative dispute settlements can act as stimuli in this space. As ADR procedures are conducted in the shadow of the law, a dispute resolution framework must have a buy-in from the government, telecom experts, the judiciary and private telecom stakeholders. This can only help achieve a framework that can reap the benefits of various ADR/ODR processes facilitating better access to justice, including cost-effectiveness, swiftness, a broader reach for dispute resolution and improved efficiency of dispute resolution.
Originality/value
Previous studies have focused on the study of telecom reforms and mechanisms in a particular country and there was a limited comparison with other countries’ mechanisms. Also, there has been minimal research in this area in recent years. This paper contributes to analyzing the effectiveness of the telecom ombudsman framework in Australia, the USA, the UK and India. It also studies the reforms and consumer grievance-handling mechanisms in a few other countries. It also gives well-researched recommendations for improving the consumer grievance resolution system.
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Resource mobilization has come to dominate contemporary discourse on the making and survival of social enterprises (SEs). Emphasizing the socially constructed nature of…
Abstract
Purpose
Resource mobilization has come to dominate contemporary discourse on the making and survival of social enterprises (SEs). Emphasizing the socially constructed nature of idiosyncratic firm resource environments, this study integrates bricolage and social exchange theory to explore the means at hand and the kinds of practices SEs in China employ to mobilize resources to address persistent social problems.
Design/methodology/approach
Adopting a qualitative multiple case design, the research contribution is developed in the context of four SEs based in two cities in China selected through a two-stage process. The main data for the inquiry come from 21 face-to-face, semi-structured interviews conducted with key informants in 2018 and 2019. The authors supplemented this with secondary data about each SE curated from social media platforms and publicly available documentary sources, including press statements, reports and popular press video interviews.
Findings
The research findings suggest that SEs in China tend to follow a two-step resource mobilization process: fraternize and exchange. Leveraging the means at hand – “social practice know-how” and the practice of “proactiveness,” SEs strategically engage with actors in their environment (fraternize) to understand and explore the possible sources of the resources they require. Nevertheless, fraternization alone is not sufficient; SEs must demonstrate exchange values (social, economic, functional and regulatory) to convince resource owners to either directly release resources (funds, the right of use of empty spaces, technologies, time and efforts) or offer them indirect support (certification, government procurement). The process of fraternizing within the contingencies of organizing, intertwined with social exchange practices, constitutes the success of resource mobilization. The combination and reconfiguration of the expanded repertoire of mobilized resources provide opportunities for the SEs to make do and, in return, help them maintain their status as valued SEs in China.
Originality/value
This study extends the understanding of bricolage through a social exchange lens to unpack the process through which SEs in China mobilize appropriate resources for their businesses. Emphasizing the importance of the social dimension of bricolage in resource mobilization, a two-step model, comprising fraternization exhibited in the form of social practice know-how and proactiveness and social exchange, is presented as an essential mechanism in SEs’ resource mobilization in China.
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G. Prabhu, Vijyendra Pandey, Sundaramoorthy Jeyavel and Rajgopal Greeshma
Unfortunately, workplace incivility (WI) within the information technology (IT) sector has hardly been covered in extant literature. Therefore, through narratives, this study…
Abstract
Purpose
Unfortunately, workplace incivility (WI) within the information technology (IT) sector has hardly been covered in extant literature. Therefore, through narratives, this study explored various situational and cultural attributes of WI in the Indian IT sector.
Design/methodology/approach
Semi-structured interviews were conducted among the IT professionals (N = 24; Males = 13, Females = 11) aged between 21 and 45 years (Mean = 31.20, SD = 6.56) working in the South Indian state of Karnataka (Bengaluru).
Findings
The narrative thematic analysis yielded the following themes: Experiences of managers' ill-treatment at the workplace, co-workers incivility: dominance in the IT sector and prevalence of gender-based interpersonal discrimination. Furthermore, many sub-themes emerged under each major theme.
Research limitations/implications
Contexts and cultural attributes of WI experiences warrant reconsidering and redefining the concept's theoretical underpinnings, especially from multi-cultural contexts, i.e. India, unlike leading studies in the Western culture. Current study narratives would guide further explorations of how IT professionals wish to curtail these behaviours and suggest strategies to minimize these behaviours in the respective sector.
Originality/value
The findings pose an interesting question for further investigation such as: Do individuals who seek favours from co-workers, under certain conditions, invite the experiences of WI for themselves from potential favour-doer? In a first of its kind, the study also offered relevant insights into exploring whether intentional acts as uncivil behaviours are peculiar to multi-cultural contexts, such as in India.
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The digital content distribution environment is undergoing a dramatic transformation due to the convergence of internet of things (IoT) and over-the-top (OTT) platforms, which…
Abstract
The digital content distribution environment is undergoing a dramatic transformation due to the convergence of internet of things (IoT) and over-the-top (OTT) platforms, which provide users with personalised and immersive experiences. OTT streaming platforms have not only grabbed the attention of customers for entertainment and quality content for binge-watch but also successfully changed the industry market trends. An empirical analysis of the deployment of IoT technology in OTT platforms is presented in this chapter. This chapter tries to explore the perception of viewers towards adoption of IoT in OTT streaming platforms. The unified theory of acceptance and use of technology-2 (UTAUT2) model is the main framework for this chapter, and one-way analysis of variance (ANOVA) and stepwise regression is applied to analyse the responses. Findings suggested the consumer characteristics have significant effect on the attitude of the consumers. On the other hand, security and privacy issues with data become major obstacles. In order to balance innovation and user protection, the study concluded with recommendations for OTT service providers and legislators on how to support the responsible and successful implementation of IoT technology in the media and entertainment sector. The findings highlighted that viewers are adopting IoT while streaming OTT platforms. This chapter will help the interested parties and organisations by providing them insights regarding consumer behaviour across OTT services which they can utilise to formulate strategies.
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This chapter is focused on the specification and integration of intercultural variables for human machine systems and the description of content analysis for these variables…
Abstract
This chapter is focused on the specification and integration of intercultural variables for human machine systems and the description of content analysis for these variables. Starting with basics of culture-oriented design, these are followed by an approach to machine localization issues and a cost model, then basics of the intercultural design and human machine system engineering process, a definition and specification of intercultural variables, a systematic treatment for their integration into the process, and a description of how to use these variables in the process. Finally, an example of an intercultural variables approach to “information coding” in a human-machine system is presented for China and Germany.
Zelimir William Todorovic and Jun Ma
Attempts to “Westernize” post‐socialist economies of Eastern Europe resulted in little or no progress. This paper aims to incorporate the resource‐based view (RBV) paradigm to…
Abstract
Purpose
Attempts to “Westernize” post‐socialist economies of Eastern Europe resulted in little or no progress. This paper aims to incorporate the resource‐based view (RBV) paradigm to shed light on the present difficulties and challenges. A shortage of resources, many of which are taken for granted in the West, is identified as a reason why some “Western‐style” approaches did not work.
Design/methodology/approach
Reviews of literature in entrepreneurial orientation and RBV serve as a foundation of the development of conceptual arguments. The paper presents a framework elaborating on entrepreneurial development by focusing on the national resource base called enabling resources.
Findings
Richardian, functional‐regulatory, and tacit culturally based resources are credited with building national entrepreneurial activity and developing a unique national competency.
Research limitations/implications
The paper does not include empirical validation of its argument. Further empirical research should be done in different cultural contexts.
Practical implications
The paper informs policymakers and entrepreneurs alike towards a monumental task of rebuilding these new democracies. Developed framework provides a way of building resources necessary for sustained entrepreneurial growth unique to each post‐socialist economy.
Originality/value
By focusing on the unique national resource base, the economic development of post‐socialist economies of Eastern Europe may be improved and accelerated. This paper emphasizes the need to consider and examine available resources in the transformation and development of enterprising communities.
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Innovation and entrepreneurship are regarded as the key drivers to steer the engine of economic development in any nation. As a result, to understand the context and process of…
Abstract
Purpose
Innovation and entrepreneurship are regarded as the key drivers to steer the engine of economic development in any nation. As a result, to understand the context and process of innovation and entrepreneurship there has been a steady rise in scientific literature and empirical studies. The purpose of this paper is to study the trends and progress of academic research on innovation and entrepreneurship in India by identifying the key articles, journals, authors and institutions.
Design/methodology/approach
Scientometric methods especially bibliometrics is used, for measuring the maturity of this research field in the country. The paper studies the research landscape in innovation and entrepreneurship in India by doing a bibliometric analysis using data from publications indexed in the Scopus database from the year 2000 to 2018. The study takes a multidisciplinary review of the literature in innovation and entrepreneurship research in India and could be used as a reference for future studies in this theme.
Findings
The study finds an increase in the scholarly studies in innovation and entrepreneurship in India in the last decade. It was also found that a large number of publications were joint-authored and collaborations between Indian and foreign universities is happening. The paper also highlights the authorship patterns, top journals and the most cited papers.
Research limitations/implications
A major limitation of this study is that it has considered publications which are indexed in Scopus. This paper has contributed by highlighting the growth of studies in the field of innovation and entrepreneurship in the Indian context. The results can be used by future studies in this area as a starting point to highlight the nature of this research area.
Originality/value
The study attempts to present a trend analysis of published literature on innovation and entrepreneurship in India.
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This paper aims to discuss findings from a study which explored the lived experiences of leadership among owner-managers and employees of growing entrepreneurial firms. In doing…
Abstract
Purpose
This paper aims to discuss findings from a study which explored the lived experiences of leadership among owner-managers and employees of growing entrepreneurial firms. In doing so it contributes to the conceptual development of entrepreneurial leadership via shared leadership theory and qualitative empirical material.
Design/methodology/approach
The study utilised a qualitative, interpretivist and comparative case study approach. Findings were developed from the analysis of 38 interviews conducted with organisational members of 5 entrepreneurial firms located in the northwest of England.
Findings
The findings illustrate an understanding of shared entrepreneurial leadership, which is premised upon organisational ownership and characterized by three mutually interacting forms of influence in the settings of interest. These three forms of influence are: (1) hierarchical downward influence, which includes (2) empowerment as a means of enabling employees so they are positioned to influence work processes and (3) lateral peer influence within teams.
Research limitations/implications
This paper also highlights the importance of organisational ownership as a contextual factor that may influence entrepreneurial leadership. It offers recommendations for further research in this regard to develop entrepreneurial leadership research.
Practical implications
For practitioners, this paper highlights the dynamics of a more collectivist approach to leadership and how this might be practiced within entrepreneurial firms. The findings illustrate more trust, delegation and empowerment on the part of hierarchical leaders and mutuality and co-performance on the part of organisational members as all involved work collaboratively towards objectives associated with venture-building.
Originality/value
This paper contributes a contextualised, nuanced account of shared leadership processes and dynamics in owner-managed, growth-oriented entrepreneurial firms, representing the first to do so via qualitative insights in entrepreneurial leadership research.
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Oğuz Kara, Levent Altinay, Mehmet Bağış, Mehmet Nurullah Kurutkan and Sanaz Vatankhah
Entrepreneurial activity is a phenomenon that increases the economic growth of countries and improves their social welfare. The economic development levels of countries have…
Abstract
Purpose
Entrepreneurial activity is a phenomenon that increases the economic growth of countries and improves their social welfare. The economic development levels of countries have significant effects on these entrepreneurial activities. This research examines which institutional and macroeconomic variables explain early-stage entrepreneurship activities in developed and developing economies.
Design/methodology/approach
The authors conducted panel data analysis on the data from the Global Entrepreneurship Monitor (GEM) and International Monetary Fund (IMF) surveys covering the years 2009–2018.
Findings
First, the authors' results reveal that cognitive, normative and regulatory institutions and macroeconomic factors affect early-stage entrepreneurial activity in developed and developing countries differently. Second, the authors' findings indicate that cognitive, normative and regulatory institutions affect early-stage entrepreneurship more positively in developed than developing countries. Finally, the authors' results report that macroeconomic factors are more effective in early-stage entrepreneurial activity in developing countries than in developed countries.
Originality/value
This study provides a better understanding of the components that help explain the differences in entrepreneurship between developed and developing countries regarding institutions and macroeconomic factors. In this way, it contributes to developing entrepreneurship literature with the theoretical achievements of combining institutional theory and macroeconomic indicators with entrepreneurship literature.