Rajnish Jain, Jayesh Aagja and Shilpa Bagdare
The purpose of this paper is to review the literature on customer experience to develop a better understanding of the concept and propose a research agenda.
Abstract
Purpose
The purpose of this paper is to review the literature on customer experience to develop a better understanding of the concept and propose a research agenda.
Design/methodology/approach
The paper is based on a thorough review of 69 full-text articles, 12 books and one published dissertation related to customer experience.
Findings
The review describes the relevance of experiential perspective, service experience and customer experience to attract, delight and retain customers. Customer experience is regarded as a holistic interactive process, facilitated through cognitive and emotional clues, moderated by customer and contextual characteristics, resulting into unique and pleasurable/un-pleasurable memories. The study provides a deeper understanding of the concept and research issues for customer experience.
Research limitations/implications
It provides important insights into the emergence, development, management and measurement of customer experience-related issues for future research.
Practical implications
Customer experience needs to be considered and managed as a holistic strategic process for creating customer value, differentiation, customer satisfaction, loyalty and competitive advantage.
Originality/value
The study contributes to the understanding of customer experience and research agenda based on a thorough review of literature spanning 25 years.
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Shilpa Bagdare and Rajnish Jain
– This study aims at developing a reliable and valid measure of retail customer experience.
Abstract
Purpose
This study aims at developing a reliable and valid measure of retail customer experience.
Design/methodology/approach
Scientific scale development process has been followed. Survey methodology was used to collect data. The results are tested for reliability and validity using Confirmatory Factor Analysis.
Findings
The study conceptualizes retail customer experience as a reliable and valid multidimensional construct, explained in four dimensions: leisure, joy, distinctive and mood.
Research limitations/implications
It was confined to only “brick and mortar” personal lifestyle retail stores. Mediating and moderating effects of contextual variables and the influence of antecedents have not been studied. It provides insights into the “delivered” retail customer experience as perceived by the shoppers for future research.
Practical implications
The scale can be used to measure the experiential responses of retail customers and provide directions for retailing strategies.
Originality/value
The study presents psychometrically valid scale to measure retail customer experience scale.
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Rajnish Jain and Shilpa Bagdare
The purpose of this review is to examine the influence of music on consumption experience and explore the relationships between musical variables and consumer responses in the…
Abstract
Purpose
The purpose of this review is to examine the influence of music on consumption experience and explore the relationships between musical variables and consumer responses in the context of retailing.
Design/methodology/approach
The paper is based on the review of studies conducted over last 30 years, empirical and conceptual, dealing with a large number of music‐related variables and their impact on various dimensions of consumption experience.
Findings
The studies report that music influences consumption experience at cognitive, emotional, and behavioural levels, specifically with regard to attitudes and perceptions, time and money spend, and moods and feelings, in retail experience. The influence of music is moderated by customer and store profiles, purchase timings, and other ambience factors.
Research limitations/implications
The study provides important insights into critical issues related to influence of music, for future research.
Practical implications
The research brings out important issues for designing musical environment in the retail stores to influence shopping experience and consumer responses.
Originality/value
Based on a critical review of important studies, the present paper proposes a framework to understand the effect of music on consumption experience in retail stores.
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Annie Singla and Rajat Agrawal
This paper aims to propose DisDSS: a Web-based smart disaster management (DM) system for decision-making that will assist disaster professionals in determining the nature of…
Abstract
Purpose
This paper aims to propose DisDSS: a Web-based smart disaster management (DM) system for decision-making that will assist disaster professionals in determining the nature of disaster-related social media (SM) messages. The research classifies the tweets into need-based, availability-based, situational-based, general and irrelevant categories and visualizes them on a web interface, location-wise.
Design/methodology/approach
It is worth mentioning that a fusion-based deep learning (DL) model is introduced to objectively determine the nature of an SM message. The proposed model uses the convolution neural network and bidirectional long short-term memory network layers.
Findings
The developed system leads to a better performance in accuracy, precision, recall, F-score, area under receiver operating characteristic curve and area under precision-recall curve, compared to other state-of-the-art methods in the literature. The contribution of this paper is three fold. First, it presents a new covid data set of SM messages with the label of nature of the message. Second, it offers a fusion-based DL model to classify SM data. Third, it presents a Web-based interface to visualize the structured information.
Originality/value
The architecture of DisDSS is analyzed based on the practical case study, i.e. COVID-19. The proposed DL-based model is embedded into a Web-based interface for decision support. To the best of the authors’ knowledge, this is India’s first SM-based DM system.
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Charul Agrawal and Taranjeet Duggal
The study aims to study the extent of research done in luxury marketing in an emerging economy like India by conducting a bibliometric analysis. A period of 21 years has been…
Abstract
The study aims to study the extent of research done in luxury marketing in an emerging economy like India by conducting a bibliometric analysis. A period of 21 years has been considered to present a comprehensive picture for results and analysis. Key findings indicate the gaps and scope of further research for academics in India and abroad. The findings indicate a dearth of research by scholars and academicians in luxury, counterfeit and masstige, especially when there is a surge of the upper middle class in India. More specifically, Indian-grown luxury brands also present a massive scope for future research.
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The case is aimed at providing students with an opportunity to understand various aspects of corporate governance and the consequences of poor corporate governance. The case…
Abstract
Learning outcomes
The case is aimed at providing students with an opportunity to understand various aspects of corporate governance and the consequences of poor corporate governance. The case addresses the following objectives: The students need to assess the role of the board in implementing corporate governance. The students should be able to explain the conflicts experienced by various stakeholders in an organization. The students need to evaluate the balancing act of growth and governance in a startup. The students should be able to determine the current state of business sustainability of the high-growth startups in India.
Case overview/synopsis
The case presents the challenges faced by the CEO of BharatPe, Suhail Sameer. Beginning in 2022, Bharatpe was in deep trouble as there were allegations of financial mismanagement, toxic work culture and widening losses. Co-founder Ashneer Grover and his wife Madhuri had to leave the company following charges against them. As Grover was the face of the company, Sameer would have to quickly act on filling the void and reassuring investors. Because of the uncertainty, scores of employees had already quit or were looking for other jobs. Questions were also raised about the board’s inaction and lack of proactive measures. After a meteoric rise for three years, BharatPe was struggling to survive the whole episode and put its focus back on business.
Complexity academic level
The case is intended for MBA students in corporate governance, organizational behaviour, business ethics and strategic management areas. As the case reveals the impact of poor corporate governance, it can also be used for executive training purposes on corporate sustainability, governance and leadership with a special focus on Indian startups.
Supplementary materials
Teaching notes are available for educators only.
Subject code
CSS 11: Strategy.
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Asiya Nasreen and Sarika Tomar
Regardless of where the business stood at the beginning of 2020, COVID-19 afflicted the corporate world as well as most of the workforce worked remotely due to government-mandated…
Abstract
Regardless of where the business stood at the beginning of 2020, COVID-19 afflicted the corporate world as well as most of the workforce worked remotely due to government-mandated isolation. The range of personal and professional problems experienced due to remote working by employees was explored at one of the Non-Financial Banking companies and how the company responded to their well-being by interviewing 124 employees and a senior HR personnel. Remote work induced by COVID-19 was not a cakewalk as 56.5% of employees desired physical connectivity with colleagues, for 50.8% work done from home was not interesting and more than 50% of the respondents agreed to work more hours than usual. The outcome was anxiety for some of them. The imbalance between personal and professional life was dissipated with the support of the management as 94.4% of them got sufficient support from their respective managers and colleagues, as they were able to communicate and collaborate with them. The managerial side validated the responses in a way that a flexible and target-oriented approach was adopted for employees. They organized stress management activities and ensured connections through regular employee connect and communication by Learning and Development department. Additionally, COVID-19 advisories and guidelines were followed while engaging with employees. The work–life balance shaken due to remote work was managed with responsive humanistic management practices that had the enduring effect of garnering employee engagement levels with the organization.
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Tanu Manocha and Vinita Sharma
For a sustainable and eco-friendly supply chain, the objective is to reduce the harmful effects on the environment caused by a variety of factors, such as supply chain revenue and…
Abstract
For a sustainable and eco-friendly supply chain, the objective is to reduce the harmful effects on the environment caused by a variety of factors, such as supply chain revenue and profit concerns, water and energy use and waste production. The primary barrier to more sustainable supply chains is cost, and smaller enterprises in particular find it difficult to pay for the upfront expenses. The prices are utmost important in freight forwarding services. The chapter aims to identify the different variables that affect the spot freight rate, considering a small number of Indian logistics firms, and to determine the spot freight rate factors that affects freight rates and supply chain management's sustainability. Using a structured questionnaire, the information was gathered from 308 logistics service companies. Descriptive statistics was used and factor analysis using principal component analysis (PCA) are the tools and methodologies employed for the analysis of the data gathered. The software tool utilized for the data analysis is SPSS (Statistical Package for the Social Sciences) 17.0. SPSS helps to obtain clear and precise results. From the analysis, it was deduced that there are five factors of spot freight rate which was done by using factor analysis using PCA, which affects the volatility explaining a total of 67.75% variation in the data set. The study shows that these identified factors impact the freight rate and also the sustainability in management of supply chain practices in India.
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Nisha Solanki, Rohit Yadav and Anita Sharma
The competition is increasing every moment for the organizations and hence organizations are putting their best possible efforts to compete. This chapter is designed with the…
Abstract
The competition is increasing every moment for the organizations and hence organizations are putting their best possible efforts to compete. This chapter is designed with the objective to explore various HR practices that can contribute in achieving the total quality management (TQM) in business. The basis for the study is taken from the aspects of competition that are cost reduction, differentiation and innovation. The extensive literature review from Scopus, J-gate, EBSCO and Springer databases are studied to integrate various aspects of TQM and HR practices that inculcate the competitive advantage for organizations. The framework may be developed for the reference to introduce and implement HR practices and manage TQM in the organization. The study may also help the professionals in designing the relevant HR practices for more value to the organizations. The linkage between various factors of the study may be helpful for the academicians and corporate organizations.