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The purpose of this paper is to explore the roles of leadership style and employee engagement (EE) as drivers of service orientation (SO). The competing models approach used in this study examines three models of influence on SO. The first model evaluates the influence of leadership on SO, the second focuses on the influence of EE on SO and the third explores the influence of leadership on SO through EE. The study provides evidence to support that the relationship between leadership styles and SO is impacted by EE. The results suggest that organizations need to develop systems and processes that focus on the employee and EE for definitive service outcomes. At a theoretical level, the paper provides a direction for further exploration of an integrated theory of leadership and engagement to drive SO in organizations.

This empirical study uses a cross-sectional descriptive design. Hierarchical regression and mediation analysis were applied to process the data that were collected from more than 400 front-line employees from five service sector organizations in the Delhi-National Capital Region (Delhi-NCR) of India using validated instruments.

The results from this study reveal both direct and indirect relationships among the variables. EE emerged as a critical variable that influences SO of employees. EE partially mediates the transformational leadership style-SO relationship and also the passive-avoidant-SO relationship and it fully mediates the transactional leadership-SO relationship. While all relationships of leadership-engagement, leadership-SO and engagement-SO are significant, the mediating effects accentuate the importance of EE in organizations.

Leadership style on its own has a direct bearing on EE and SO of employees, the three associations are significantly impacted under the mediating influence of EE. With EE emerging as a critical factor, organizations need to ensure engaging behaviors are measured and enhanced throughout the employee-life-cycle including hiring, training, rewarding and managing performance. The results of the study suggest that an integrated approach of developing and inculcating leadership styles that drive EE could be the basis for leadership development programs especially in the service sector organizations.

The originality of the paper is derived from the three variables studied in the context of the sample characteristics (front-line employees, young), industry sector (across service sector) and geographical location (Delhi-NCR-India). Not many empirical studies on these variables are available from the region. The empirical evidence on the influence of EE adds weight to the growing strategic importance of EE in organizations. The research also highlights leadership and EE together influence specific employee attitudes and behavior (SO).

The aim of this paper is to explore the relationship between leadership, employee engagement and service orientation, specific to the private service sector organizations in India. The paper also explores the ability of leadership style and engagement to predict service orientation in the given cross section.

The paper has used a single cross-sectional descriptive design. Purposive sampling has been used to identify respondents who are managers in the private service sector organisations in India. A valid sample size of 106 has been used for the analysis. Instruments used for perceived leadership style are as follows: Multifactor Leadership Questionnaire (MLQ-5X short form); Employee Engagement E3 (DDI) and Service Orientation (Frimpong and Wilson, 2012).

Service orientation is found to be strongly correlated to employee engagement and employee engagement is a strong predictor of service orientation. The other relationships which are significant and moderately correlated are that of transformational leadership and employee engagement and also of transformational leadership and service orientation.

The study highlights the importance and significant role of leadership and employee engagement for higher service orientation in the given cross section. The mediating impact of employee engagement of the leadership style and service orientation relationship could be further explored through path analysis or structured equation modeling techniques.

The research emphasizes that organizations need to focus on employee engagement as much as they focus on customers. The differential advantage to organizations will come through the employees and their behaviors towards customers. Appropriate leadership styles that drive engagement and service-oriented behaviors can be fostered in organizations to drive service performance. The mediating impact of employee engagement of the leadership style and service orientation relationship could be further explored through path analysis or structured equation modeling techniques.

The research is focused in the private service sector organizations in India and data and results support the need to focus on employees for higher scores on customer parameters. The respondents are from a cross section of service organizations and, hence, emphasizing the interplay of the three variables across organizations. The paper supports the critical role of leadership and employees in creating a higher service orientation.

This chapter focusses on ‘emotions’ as one of the most crucial elements of customer experience. Emotions form the basis of experience as well as the basis for assessing, interpreting, understanding and responding to situations, brands, events and organisations as a customer interacts with the organisation or any of the touchpoints throughout their purchase journey. We discuss the psychological context of emotions, the role emotions play in judgement and decision-making in general and more specifically consumer decision-making. In this chapter, we review the extensive literature and theory in psychology and customer experience to explain how customers perceive bundles of cues, selectively perceive and retain information, and how memories keep reinforcing experiences. We discuss the practical implications for business leaders focussing on understanding customers' emotions and utilising the knowledge to create and capture value through customer experience.

This paper aims to investigate the risk-return and volatility spillover within the Tunisian stock market during the COVID-19 pandemic analyzing both the Islamic and conventional stocks’ performance.

Both symmetric (GARCH and GARCH-M) and asymmetric (Threshold GARCH and Exponential GARCH) models are used to analyze the market returns and volatility response. Standard and Poor’s (S&P) index has been used to test both the Islamic and conventional stocks within the Tunisian stock market.

The findings suggest that both Tunisia Islamic and conventional stock markets are highly persistent; however, the conventional stock index showed a negative return spillover on the Islamic stocks during the pandemic. The conventional stock index has also shown a higher exposure to risk for a lower amount of return, and evidence of potential diversification benefit between both indexes was found during the pandemic, whereas the Islamic market showed a positive leverage effect, indicating a positive correlation between past return and future return; the conventional index implied a negative leverage effect.

The value of this paper emerges in studying three main aspects that are specific to the Tunisian stock market. This includes COVID-19 effect of return spillovers, volatility transmission across both conventional and Islamic stock market within the local financial market.

In recent times, mobile banking has become the best alternative for transactions associated with payments like bills, fees, and peer-to-peer payments. Therefore, the pace of adoption is increasing day after other. However, the numbers of customers are not equal to the expectations as there are several challenges and threats hindering in the way of excellence and growth of mobile banking. Therefore, this chapter has been written purposively to address all the elements that are associated with the use of mobile banking with special emphasis on Pakistan and other developing sides of Asia. In fact, concern towards Asian sides is mandatory as the continent has the massive charm to attract users towards the use of mobile banking, but there is a need for proper policy and concern from stakeholders in order to give a push to the technology, which is fruitful for society, environment, as well as economy. The study includes an in-depth discussion on factors that need attention to make the study implicative and thorough for conducting further research in the field of Fin-Tech and mobile banking.

The purpose of this paper is to analyze the effects of data-driven capabilities on supply chain integration (SCI) and competitive performance of firms in the food and beverages (F & B) industry in Pakistan.

The authors adopt the structural equation modeling approach to test the proposed hypotheses using AMOS 23. Survey data were collected from 240 firms in the F & B industry in Pakistan.

The results revealed that SCI (i.e. internal integration (II) and external integration (EI)) significantly mediates the effect of data-driven capabilities (i.e. flexible information technology resources and data assimilation) on a firm’s competitive performance. In addition to the direct effects, II also has an indirect effect on competitive performance through EI.

The study has several implications for managers in the context of big data application in food supply chain management (FSCM) in a developing country context. The study posits that firms can achieve excellence in performance by governing data-driven supply chain operations. The study also has implications for distributors and importers in the F & B industry. The cloud-based sharing of data can improve the operational performance of channel members while reducing their overall cost of operations. In practice, food franchises largely get the advantage of shared resources of their suppliers in managing orders, payments, inventory and after-sales services.

The study is novel and deepens the understanding about the use of big data in FSCM keeping in view the industry trends and stakeholder’s priorities in a developing country context.

This study uncovers interdependent mechanisms triggered by excessive use of mobile phones which lower the performance of individuals in business organizations. The quantum of cognitive and attentional fluctuations caused by Nomophobia-induced impulsive use of mobile phone that degrades job performance is the focus of this study for suggesting realistic regulatory measures. Similarly, the threshold of allowable smartphone use was determined as a foundation to strike balance between adverse psycho-behavioral implications of blanket ban policy and the cognitive overload of unregulated mobile phone usage.

Adopting the quasi-experimental design, a sample of 159 individuals working in six different organizations was tested under dissimilar conditions using a variety of experimental interventions. Participants were subjected to different intensity of planned interruptions inciting responses through sets of short message services (SMS), messages on Whatsapp, X (formerly twitter), Instagram and emails. The main data obtained from the experiment comprised 636 test performances and 5,724 reactive responses on smartphones along with 642 video recordings as supplementary evidence.

The analysis of data revealed five underlying inter-related mechanisms impacting performance of individuals, i.e. slow-down of cognitive processing, increased temptation for peripheral activities/side scrolling, widened lag between focus and refocus, depletion of short-term working memory and reduced attention span. The strength of relationships between the mechanisms and intensity of Nomophobia significantly varied with the experimental interventions. Based on the identified mechanisms, organizations were suggested certain regulatory measures to minimize negative effects of Nomophobia-induced impulsive mobile phone usage.

The study is based on a comparatively smaller sample size (total 159, 27 from each of the six organizations). Though sufficient, yet, the sample size could have been a little larger.

The blanket ban policy adopted by organizations for regulating use of mobile phone has been found to adversely affect performance more than the excessive use of mobile phone. Using mobile phone thrice an hour (1–2 min each) was found to have negligible effects on job performance. Allowing use of mobile phones at workplace (except in highly hazardous areas) can reduce stress, anxiety and depression caused by Nomophobia.

To meeting social need, workers may not be denied the facility of mobile phone at workplace, except highly hazardous areas to allow them to remain connected and accessible. This study suggests viable measures to regulate use of mobile phones without depriving them of this vital facility.

The study is unique as it is based on experimental data, contrary to most of the studies relying on self-report methods of data collection. The mechanisms which degrade performance of workers due to excessive use of mobile phones (induced by Nomophobia) have not been explored and how the impact is propagated to the performance of workers is not known. This study has identified the five mechanisms and based on the mechanisms has suggested measures for the organizations to regulate the use of mobile phones in the organizations. This study has found that use of mobile phone thrice in an hour (1–2 min each) affects performance of individuals negligibly. Organizations adopting a blanket ban policy on use of mobile phone increase stress of workers (Nomophobia) that is more harmful for job performance.

The purpose of this paper is to review Lean Six Sigma (LSS) literature and report different definitions, demographics, methodologies and industries.

This paper highlights various definitions by different researchers and practitioners. A total of 235 research papers has been reviewed for the LSS theme, research methodology adopted, type of industry, author profile, country of research and year of publication.

From the review, four significant LSS classifications were identified that deal with the spread of LSS in different industries followed by observation for classification.

LSS is a strategy for success, but it did not examine its presence in various Industries. From this paper, readers can understand the quantum of its spread before implementing LSS. For academicians, it will be a comprehensive list of papers for research.

This paper reviews 235 research papers for their year, author profile, research methodology and type of industry. Various characteristics of LSS definitions and their theme are also reviewed.

This study examines the convergence of energy diversification, financial development and per-capita income in OECD countries.

The research employs the club convergence test to assess convergence among OECD countries and uses Granger causality tests and panel regressions to identify the determinants of convergence, using data from 1997 to 2021.

The convergence tests showed no overall convergence but revealed convergence clubs for each factor. Granger causality tests indicated short-run bi-directional relationships between the variables. Long-run panel regression analysis confirmed that technological progress significantly improves per capita income and energy diversification. Additionally, it revealed bi-directional relationships between energy diversification and financial development, a uni-directional relationship from financial development to per capita income and a U-shaped effect of per capita income on energy diversification, with a turning point at $67,112.8 per year.

The findings suggest that within each convergence club, implementing microeconomic incentives for technology development and diffusion in energy, production and financial services could help lagging countries catch up.

This study pioneers the testing of convergence in energy diversification, financial development and per capita income in OECD countries and identifies the determinants of this convergence.