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Article
Publication date: 13 December 2022

Vandana, Ruchi Jain Garg, Vinod Kumar and Alok Kumar Singh

Present research analyzes and evaluates the impact of e-resources usage factors (training modes, awareness, influencers, utilitarian benefits and ease of use) towards satisfaction…

411

Abstract

Purpose

Present research analyzes and evaluates the impact of e-resources usage factors (training modes, awareness, influencers, utilitarian benefits and ease of use) towards satisfaction and intention to use these e-resources.

Design/methodology/approach

The data for present study were collected from postgraduate students of Delhi (India) and 248 valid responses were received through the survey. After reliability and validity tests, structural relationships between variables were studied.

Findings

The present study revealed that all five factors significantly affected satisfaction and intention to use e-resources. However, influencers were found to have the highest impact on satisfaction and intention to use e-resources.

Originality/value

The present study is a maiden attempt to explore the impact of e-resources usage factors on satisfaction and intention to use by postgraduate students at management schools in Delhi, India.

Details

Performance Measurement and Metrics, vol. 24 no. 1
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 16 January 2017

Ruchi Jain Garg, Vinod Kumar and Vandana

The purpose of this paper is to develop and validate a scale involving the factors affecting usage of e-resources.

2986

Abstract

Purpose

The purpose of this paper is to develop and validate a scale involving the factors affecting usage of e-resources.

Design/methodology/approach

The present study identifies five factors affecting the usage of e-resources: training modes, awareness, influencers, utilitarian benefits, and experiential and hedonic benefits. To generate measurement items, two focus group discussions were carried out which resulted in 20 items. To empirically ensure reliability and validity of scale, data were collected from 347 postgraduate students actively using e-resources. To test reliability of scale, internal consistency reliability and construct reliability were examined. The construct validity of scale (which includes convergent validity and discriminant validity) was verified through confirmatory factor analysis using structure equation modeling.

Findings

Findings of the study present a statistically reliable and valid scale consisting of five factors and 18 items.

Originality/value

The present study is one of the distinctive studies on introducing a scale employing factors affecting usage of e-resources.

Details

Aslib Journal of Information Management, vol. 69 no. 1
Type: Research Article
ISSN: 2050-3806

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Article
Publication date: 12 June 2023

Rubal Rathi, Sheetal Jain and Ruchi Garg

This study explores reasons for and against secondhand luxury (SHL) fashion adoption among young consumers in an emerging nation, India. As a trend, SHL has witnessed tremendous…

1673

Abstract

Purpose

This study explores reasons for and against secondhand luxury (SHL) fashion adoption among young consumers in an emerging nation, India. As a trend, SHL has witnessed tremendous growth in the past few years, but scholarly interest remains scant.

Design/methodology/approach

Drawing from an interpretivist paradigm, this study uses an exploratory qualitative approach with 26 semi-structured interviews with SHL buyers, analyzed using NVivo software.

Findings

The findings shed significant light on value drivers and find support for status value, uniqueness value, quality value and monetary value, while adding the role of emotional value in reasons for SHL adoption. The results reveal an interesting trait of Indian consumers: price, fashion and celebrity association outweigh sustainability concerns, where an attitude–behavior gap is observed. Also, the findings add depth to risk perceptions as a major reason against SHL adoption.

Originality/value

While most existing studies have only focused on the motivational drivers, this study offers in-depth insights into the growing SHL literature by drawing attention to the enablers and equally important inhibitors by applying the novel Behavioral Reasoning Theory. It also intends to enhance practitioner knowledge in understanding a culturally diverse market and developing strategies relevant to a new set of consumers. The study calls for SHL retailers to sensitize young consumers in India about the sustainability aspect of SHL consumption, which is currently less appreciated.

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 28 no. 1
Type: Research Article
ISSN: 1361-2026

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Article
Publication date: 25 May 2023

Astha Sanjeev Gupta, Jaydeep Mukherjee and Ruchi Garg

COVID-19 disrupted the lives of consumers across the globe, and the retail sector has been one of the hardest hits. The impact of COVID-19 on consumers' retail choice behaviour…

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Abstract

Purpose

COVID-19 disrupted the lives of consumers across the globe, and the retail sector has been one of the hardest hits. The impact of COVID-19 on consumers' retail choice behaviour and retailers' responses has been studied in detail through multiple lenses. Now that the effect of COVID-19 is abating, there is a need to consolidate the learnings during the lifecycle of COVID-19 and set the agenda for research post-COVID-19.

Design/methodology/approach

Scopus database was searched to cull out academic papers published between March 2020 and June 6, 2022, using keywords; shopping behaviour, retailing, consumer behaviour, and retail channel choice along with COVID-19 (171 journals, 357 articles). Bibliometric analysis followed by selective content analysis was conducted.

Findings

COVID-19 was a black swan event that impacted consumers' psychology, leading to reversible and irreversible changes in retail consumer behaviour worldwide. Research on changes in consumer behaviour and consumption patterns has been mapped to the different stages of the COVID-19 lifecycle. Relevant research questions and potential theoretical lenses have been proposed for further studies.

Originality/value

This paper collates, classifies and organizes the extant research in retail from the onset of the COVID-19 pandemic. It identifies three retail consumption themes: short-term, long-term reversible and long-term irreversible changes. Research agenda related to the retailer and consumer behaviour is identified; for each of the three categories, facilitating the extraction of pertinent research questions for post-COVID-19 studies.

Details

International Journal of Retail & Distribution Management, vol. 51 no. 11
Type: Research Article
ISSN: 0959-0552

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Publication date: 30 October 2024

Ravi Kant Modi and Ruchi Garg

Tourism often conjures notions of relaxation, joy, and pleasure. The tourism industry caters to providing leisure experiences to people, whose preferences have evolved…

Abstract

Tourism often conjures notions of relaxation, joy, and pleasure. The tourism industry caters to providing leisure experiences to people, whose preferences have evolved significantly over time. With a shift toward alternative tourism rather than traditional mass travel, the emergence of Niche Tourism becomes pivotal. While India has made strides in niche tourism, one particular facet remains unexplored: Dark Tourism. This form of tourism has gained immense popularity globally in the 21st century. As tourist preferences evolve and the concept of special interest tourism takes root, policymakers in the tourism sector worldwide are compelled to include this segment in their strategies. Several nations, previously impacted by conflict or lacking in tourism infrastructure, have embraced dark tourism to gain a competitive edge in attracting visitors. India's tourism industry has yet to delve into offering dark tourism as a product. A successful product hinges on customers' perceptions of its ability to meet their expectations. Without awareness among potential customers, even the most exceptional product can falter. This chapter aims to explore the potential of dark tourism in India by gauging the public perception of this form of tourism. It will also address potential challenges in developing dark tourism in India and propose recommendations to foster the growth of this tourism segment.

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Article
Publication date: 11 March 2014

Ruchi Garg, Zillur Rahman and M.N. Qureshi

– The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction.

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Abstract

Purpose

The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction.

Design/methodology/approach

In this study, psychometric scale development procedure is followed comprising with the steps of item generation and selection, scale refinement and scale validation. A one-way ANOVA test is applied to identify the relationship between 14 experience factors and demographics of respondents.

Findings

The findings of the study present a 41-item 14 factor reliable and valid customer experience scale among which “convenience” appears as the most significant among all the factors.

Research limitations/implications

This study concentrates on a sector-specific scale, whereas a generalized scale that can be applied in other service sectors should be developed. In comparison with previous studies, the results of the current study provide a more absolute coverage and understanding of various touch points used in measuring customer experience in banks.

Practical implications

By this reliable and valid scale, bank managers can identify the current and expected experiences of the customers and can build up effective strategies for the utmost satisfaction of the customers.

Originality/value

To the best of the authors' knowledge, this study represents the foremost studies for developing a validated tool to measure the experiences of banks' customers.

Details

Journal of Modelling in Management, vol. 9 no. 1
Type: Research Article
ISSN: 1746-5664

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Article
Publication date: 29 June 2012

Ruchi Garg, Zillur Rahman, M.N. Qureshi and Ishwar Kumar

The purpose of this paper is to identify and evaluate the critical success factors which make the dimensions for measuring customer experience (CE) in banking organizations more…

3542

Abstract

Purpose

The purpose of this paper is to identify and evaluate the critical success factors which make the dimensions for measuring customer experience (CE) in banking organizations more effective and purposeful. These critical success factors have been prioritized in order to find out which is more important for the five threshold dimensions to achieve favourable CE.

Design/methodology/approach

The paper examines the critical success factors of CE which have been identified from the literature survey and through expert's opinion have finally confirmed in context of this study on banking organizations. Further, analytic hierarchy process (AHP) has been used in order to evaluate the identified 14 critical factors of CE and to find their priorities for success in banking organizations.

Findings

On the basis of the proposed hierarchical model, the findings suggest that the factors such as convenience, employees, online functional elements, and servicescape are critical for measuring CE in banking organizations.

Research limitations/implications

In the literature, it is assumed that the criteria for measuring CE are mutually exclusive. But it has been found that in the real world these criteria may sometimes depend on one other, particularly in banking organizations. Therefore, in order to resolve such issues it is advised that future research may apply analytic network process (ANP).

Practical implications

The findings suggest that the managers in banking organizations must ameliorate these critical factors according to their weights, in order to attain favourable CE, sustainable competitive advantage and customer delight.

Originality/value

Because of the subjective nature of CE, AHP serves as an empirical approach in prioritization of critical success factors of CE, which has been a major lacuna in available literature. The results presented in this paper are objective, reliable, and may be generalized for measuring CE in banking organizations.

Details

Journal of Modelling in Management, vol. 7 no. 2
Type: Research Article
ISSN: 1746-5664

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Article
Publication date: 8 July 2024

Taral Pathak, Ruchi Tewari and Samuel Drempetic

With corporate social responsibility (CSR) becoming mandatory, several firms in India have been compelled into spending resources on CSR while their business strategy and…

149

Abstract

Purpose

With corporate social responsibility (CSR) becoming mandatory, several firms in India have been compelled into spending resources on CSR while their business strategy and processes were unprepared to take up CSR activities, effectively. In this light, the CSR relationship with other business functions would be altered. Using Thomson Reuters data from 2010 to 2018 (pre-mandate to post-mandate) this study aims to re-examine the relationship between CSR and financial performance.

Design/methodology/approach

The current study is rooted in the bandwagon-bias effect theory and uses a long-term data (2010–2018) of Indian firms. It uses Refinitiv Thomson Reuters ESG rating to measure CSR and accounting measures for financial performance (FP) to make a pre-post analysis of the impact that mandatory CSR regime has had on firms performance. The study uses the weighted panel regression method.

Findings

The relationship between CSR and FP is different when CSR was voluntary than when it has been mandated by Law. CSR has a positive effect over the FP during the voluntary phase but this positive relationship weakens during the mandatory phase. The waning effect of CSR over FP substantiates the presence of bandwagon bias effect which can be explained by the crowding-in of several companies engaged in CSR activities because of the mandatory CSR law.

Research limitations/implicationsv

Few countries have made CSR mandatory therefore CSR literature is limited. But mandating CSR is a growing phenomenon so this study augments to the body of knowledge. Until now literature generally converged on a positive relationship between CSR performance and FP but the current study shows altering directions to this relationship in a changing CSR environment. The use of the bandwagon-bias theory contributes to the theoretical approaches. Theoretically, the findings add to the body CSR literature and offer impetus to the evolving domain of impact measurement and reporting.

Practical implications

Results of the study offer a clear indication to managers that they need to re-strategise their CSR activities during the mandatory CSR environment if they wish to draw instrumental benefits of a positive impact on the FP of their firms. CSR expenditure is now a leveller so managers may either exceed the mandatory 2% expenditure as some firms did during the voluntary CSR phase or else design their CSR implementation plans to bring about a more impactful positive change. Communicating the impact of CSR to influential and powerful stakeholders beyond the mandatory reporting to the government is yet another way through which managers can draw benefits of CSR activities. Additionally to draw positive results from CSR activities firms may consider adopting international reporting and benchmarking standards such as the GRI and ISO 26000. Finally, the results of the study can be used by policymakers to make a note that the CSR law is causing a weakening of the financial benefits and therefore.

Social implications

The results of the study can be used by policymakers also need to make a note that the CSR law is causing a weakening of the financial benefits and therefore firms are adopting shortcuts, by donating the required amount of funds. But donation of funds defeats the real purpose of mandatory CSR which is social impact, therefore the regulators may want to make the necessary changes unplug the gaps in the CSR law to ensure better adherence to the law in spirit and a real impact on the ground activities.

Originality/value

While CSR–FP relationship has been extensively explored but limited studies have explored this relationship in a mandatory CSR environment and no other work presents a comparative view of the CSR–FP relationship, namely, before and after the mandatory CSR policy. The current study is one of the limited few studying the impact of mandatory CSR policy on FP, and the only one that uses the bandwagon-bias effect to explain the phenomenon of weakening impact of CSR on FP of firms. Bandwagon-bias effect has been used in studying consumer behaviour, where group effect impacts behaviour of individuals and with mandatory CSR policy, firms following the other firms leading to crowding in. Using the bandwagon-bias effect has found limited attention from the CSR scholars, the current study uses this theoretical basis and therefore augments the CSR literature.

Details

Society and Business Review, vol. 19 no. 4
Type: Research Article
ISSN: 1746-5680

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Article
Publication date: 24 July 2020

Amitabh Anand, Piera Centobelli and Roberto Cerchione

The significance of managing and sharing employee knowledge for successful organizational change, innovation, and for sustainable advantage has indeed been suggested by research…

4467

Abstract

Purpose

The significance of managing and sharing employee knowledge for successful organizational change, innovation, and for sustainable advantage has indeed been suggested by research since the last few decades. Despite numerous attempts to foster the sharing of knowledge in organizations, employees may not always be willing to share knowledge attributed due to personal beliefs or situational constraints leading to hiding of knowledge. This article provides a theoretical basis by identifying and illustrating the present and the possible myriad of knowledge hiding (KH) events by employees within organizations.

Design/methodology/approach

Drawing literature from numerous sources, this paper adopts synthesis and provides a review of the literature and proposes framework.

Findings

This paper identifies six broad drivers which may lead to KH, including: driven by situation explain the reason for unintentional hiding as a result of performance and competition leads to individual to have a motive to hide knowledge, driven by psychological ownership leads to controlled hiding, driven by hostility and abuse by employees or managers leads to victimized hiding and lastly driven by identity and norms leads to favoured hiding. Furthermore, this study uncovers three potential future events, which need managerial attention: negative reciprocity, influenced disengagement and perceived disengagement.

Originality/value

This paper also offers new insights to managers to understand the present events and foresee the possible reasons about the KH behaviour and how they can strategize to reduce these events and undergo organizational change.

Details

Journal of Organizational Change Management, vol. 33 no. 2
Type: Research Article
ISSN: 0953-4814

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Article
Publication date: 6 June 2016

Ruchi Mishra

The purpose of this paper is to analyse and compare the status of manufacturing flexibility adoption, its barriers and adoption practices in small and medium-sized enterprises…

1221

Abstract

Purpose

The purpose of this paper is to analyse and compare the status of manufacturing flexibility adoption, its barriers and adoption practices in small and medium-sized enterprises (SMEs) and large firms in India.

Design/methodology/approach

Using mixed methods sequential explanatory design, this study employs survey responses from 121 firms, followed by 16 semi-structured interviews to investigate and explain the status of manufacturing flexibility adoption, barriers to adoption and practices adopted to achieve flexibility in SMEs and large firms in India.

Findings

The study suggests that awareness of manufacturing flexibility concept in SMEs is considerably low and application of manufacturing flexibility is still at embryonic stage. It was found that both SMEs and large firms employ manufacturing flexibility, but they differ with respect to their emphasis on adoption practices used to achieve flexibility. SMEs emphasize entrepreneurial orientation and flexible human resource practices to achieve flexibility, whereas large firms emphasize practices such as technological capability, sourcing practices and integration practices to achieve flexibility. The study also illustrates barriers that hinder manufacturing flexibility adoption at plant level in India.

Research limitations/implications

The study is cross-sectional in nature and is limited to specific regions of India. The use of subjective measures in survey questionnaire is another limitation of the study.

Practical implications

Practitioners should consider combinations of adoption practices to achieve the desired level of manufacturing flexibility. It is also important to give due consideration to barriers before considering manufacturing flexibility adoption.

Originality/value

The findings contribute to the manufacturing flexibility and SMEs research by providing insights into manufacturing flexibility adoption from the developing economy perspective and by widening the scope of existing research into SMEs.

Details

Journal of Manufacturing Technology Management, vol. 27 no. 5
Type: Research Article
ISSN: 1741-038X

Keywords

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