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Article
Publication date: 9 October 2007

S. Raghu Raman, Pawan Budhwar and G. Balasubramanian

The business process outsourcing (BPO) industry in India is evolving rapidly, and one of the key characteristics of this industry is the emergence of high‐end services offered by…

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Abstract

Purpose

The business process outsourcing (BPO) industry in India is evolving rapidly, and one of the key characteristics of this industry is the emergence of high‐end services offered by knowledge processing outsourcing (KPO) organizations. These organizations are set to grow at a tremendous pace. Given the people‐intensive nature of this industry, efficient employee management is bound to play a critical role. The literature lacks studies offering insights into the HR challenges involved and the ways in which they are addressed by KPOs. The purpose of this paper is to attempt to fill this gap by presenting findings from an in‐depth case study of a KPO organization.

Design/methodology/approach

To achieve the research objective we adopted an in‐depth case study approach. The research setting was that of a KPO organization in India, which specialises in offering complex analytics, accounting and support services to the real estate and financial services industries.

Findings

The results of this study highlight the differences in the nature of work characteristics in such organizations as compared to call centres. The study also highlights some of the key people management challenges that these organizations face like attracting and retaining talent. The case company adopts formal, structured, transparent and innovative human resource practices. The study also highlights that such enlightened human resource practices stand on the foundations laid by an open work environment and facilitative leadership.

Research limitations/implications

One of the key limitations is that the analysis is based on primary data from a single case study and only 18 interviews. The analysis contributes to the fields of KPO, HRM and India and has key messages for policy makers.

Originality/value

The literature on outsourcing has in general focused on call centres established in the developed world. However, the booming BPO industry in India is also beginning to offer high‐end services, which are far above the typical call centres. These KPOs and their people management challenges are relatively unexplored territories in the literature. By conducting this study in an emerging market (India) and focusing on people‐related challenges in KPOs, this study attempts to provide a fresh perspective to the extant BPO literature.

Details

Employee Relations, vol. 29 no. 6
Type: Research Article
ISSN: 0142-5455

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Article
Publication date: 1 August 2019

Sajjad Nazir, Amina Shafi, Mian Muhammad Atif, Wang Qun and Syed Muhammad Abdullah

The purpose of this paper is to analyze the relationships among organizational justice, innovative organization culture, perceived organizational support (POS), affective…

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Abstract

Purpose

The purpose of this paper is to analyze the relationships among organizational justice, innovative organization culture, perceived organizational support (POS), affective commitment and innovative behavior (IB). The mediating role of POS is tested within the relationship of justice dimensions, affective commitment and IB.

Design/methodology/approach

Data for this research were collected from 367 managerial and executive employees working in manufacturing and IT sector firms in Pakistan. Structural equation modeling was utilized to test hypothesized relationships.

Findings

Results indicate that organizational justice (distributive, procedural and interactional justice), innovative organization culture and POS are significantly related to affective commitment and employees’ IB. The findings also showed that organizational justice stimulates employees’ affective commitment and IB through mediating POS as well as directly.

Research limitations/implications

The main limitation of this study is its cross-sectional design and self-reported questionnaire data. This study is also limited to manufacturing and IT sector in Pakistan. Therefore, other sectors and geographical locations could be chosen for future research using a bigger sample size.

Originality/value

This study makes important theoretical contributions using social exchange theory. It also expands the research in the area of organizational justice dimensions, organizational culture and POS as antecedents of affective commitment and IB. This study is an exceptional investigation of justice, organization culture, POS, commitment and IB in the Pakistan cultural context.

Details

Employee Relations: The International Journal, vol. 41 no. 6
Type: Research Article
ISSN: 0142-5455

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Article
Publication date: 9 April 2018

Jayaraman Rajagopalan and Praveen Kumar Srivastava

The purpose of this paper is to develop a new comprehensive metric to successfully plan and execute IT projects. The development will be based on a study of all the variables that…

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Abstract

Purpose

The purpose of this paper is to develop a new comprehensive metric to successfully plan and execute IT projects. The development will be based on a study of all the variables that go into making a successful IT project.

Design/methodology/approach

A questionnaire, containing qualitative and quantitative response questions, to gather data from practicing project managers is designed and used in an IT company. Cronbach’s alpha is used to analyze the data and multiple regression is used to find the equation relating project success to project management success.

Findings

A comprehensive variable called Project Health Index (PHI) has been identified. Using this variable, one can predict whether a project is likely to succeed or not. This comprehensive, composite variable is calculated by using 17 other project-related metrics identified from the responses to the questionnaire.

Research limitations/implications

The PHI has been calculated for the company studied. However, more studies need to be performed before it can be established that the PHI can also be used in other companies and projects. What has been established and validated is that PHI can be used in the studied company and that the methodology to calculate PHI is valid.

Practical implications

The PHI can be used as a predictive variable, i.e. one that can be used to take corrective and preventive actions to make a project successful. The PHI can also be used to allocate resources, prioritize the allocation and improve project management during the course of project execution.

Social implications

By implementing projects efficiently, resource utilisation increases and leads to waste avoidance. Improved sustainability is the end result.

Originality/value

The work is original. The contents and the conclusions drawn, as well as the use of the PHI will enable IT companies to implement projects efficiently, reduce cost and enhance profit.

Details

Journal of Organizational Change Management, vol. 31 no. 2
Type: Research Article
ISSN: 0953-4814

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Article
Publication date: 25 October 2024

Payel Das, Manoj Gaur Chintaluri, Santanu Mandal, Sarath Babu, V.V. Prasad Kotni and Raghu Raman

This study explored the enabler role of novelty-seeking and materialistic values on technology-based outcomes: usefulness, ease of use and enjoyment of virtual tourism…

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Abstract

Purpose

This study explored the enabler role of novelty-seeking and materialistic values on technology-based outcomes: usefulness, ease of use and enjoyment of virtual tourism. Furthermore, this study explored the direct effects of Gen Z’s word-of-mouth intentions. The study also explored the contingent effects of gender and educational level.

Design/methodology/approach

Survey-based responses were gathered from 342 Gen Z participants using specific filtering criteria to ensure sample representativeness. Subsequently, the final responses were analysed using partial least squares.

Findings

The findings suggest a significant role for novelty-seeking and materialistic values in Gen Z’s overall perception of virtual tourism. Furthermore, with higher perceived usefulness, ease of use and enjoyment, Gen Zs are more inclined to share positive word-of-mouth for virtual tourism experiences.

Originality/value

This study aims to explore the orientation of Gen Zs toward virtual travel experiences in an emerging economy such as India. Implications for managers and practitioners are also discussed.

Details

Journal of Advances in Management Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0972-7981

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Article
Publication date: 2 January 2025

Santanu Mandal, Rajesh Singh, VV Devi Prasad Kotni, Manoj Gaur Chintaluri and Raghu Raman

This paper aims to explore the antecedents of service robots’ adoption at restaurants in India, specifically focusing on Gen Z customers. This study sheds light on customer…

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Abstract

Purpose

This paper aims to explore the antecedents of service robots’ adoption at restaurants in India, specifically focusing on Gen Z customers. This study sheds light on customer preferences in getting served by service robots with the moderating role of human service preference and the perceived job lose orientation of dine-in customers.

Design/methodology/approach

Primary data was collected from Gen Z customers using purposive sampling from prime cities in South (n = 363) and North India (n = 303). The perceptions of respondents towards service robots were analysed in SmartPLS 3.3.9.

Findings

The findings suggest that performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivations and price value significantly determine service robots’ acceptance by Gen Z consumers. However, such direct associations are significantly moderated by Gen Z’s human service preference and perceived job loss. Furthermore, demographic factors like respondents’ location, i.e. north and south, affect their preferences.

Originality/value

This research provides more insights into human preferences in dining in terms of moderating variables like human service preference and job-saving orientation of customers based on which the managers can design people, processes and physical evidence strategies of restaurant service mix.

Details

International Journal of Quality and Service Sciences, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 26 December 2024

Drisya Murali, M. Suresh and Raghu Raman

This study aims to seek and identify key enablers influencing the integration of deconstruction and carbon finance to improve sustainable and resilient construction in the…

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Abstract

Purpose

This study aims to seek and identify key enablers influencing the integration of deconstruction and carbon finance to improve sustainable and resilient construction in the Industry 5.0 era and then examines how these enablers relate to one another and rank, classify and prioritize them appropriately.

Design/methodology/approach

This study adopts the Integrated Decision-Making Trial and Evaluation Laboratory-Interpretive Structural Modeling-Matrice d’impacts Croises Multiplication Appliquee a un Classment (DEMATEL-ISM-MICMAC) methodology.

Findings

The key enablers are the circular economy approach with closed-loop material flow, prioritizing material recovery and reuse, and structuring carbon credits for affordability.

Research limitations/implications

The construction industry can advance toward environmentally friendly, sustainable building techniques and help achieve the larger objectives of carbon neutrality and environmental preservation by adopting the study’s guiding principles.

Practical implications

This study implies switching to circular rather than linear economic methods. It is still unrealistic to achieve zero carbon emissions, which is why carbon finance is important because it allows companies to trade carbon credits and encourages negative carbon activities and to structure and trade carbon credits affordably so that businesses of all sizes can participate. To extend the lives of current materials and reduce waste, it is imperative to maximize their reuse and minimize their disposal.

Originality/value

The novelty of this research lies in introducing carbon trade finance concepts to the construction sector, particularly focusing on the deconstruction phase, to enhance sustainability and resilience in construction practices in the Industry 5.0 era.

Details

Construction Innovation , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1471-4175

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Article
Publication date: 24 October 2021

Sreenivasa Sekhar Josyula, M. Suresh and R. Raghu Raman

Organizations are fast adopting new technologies such as automation, analytics and artificial intelligence, collectively called intelligent automation, to drive digital…

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Abstract

Purpose

Organizations are fast adopting new technologies such as automation, analytics and artificial intelligence, collectively called intelligent automation, to drive digital transformation. When adopting intelligent automation, there is a need to understand the success factors of these new technologies and adapt agile software development (ASD) practices to meet customer expectations. The purpose of this paper is to explore the success factors of intelligent automation and create a framework for managers and practitioners to meet dynamic business demands. Total interpretive structural modeling (TISM) framework is a suitable approach to integrate quantitative measurement with qualitative semi-structured interviews capturing the context of the individual organization environment.

Design/methodology/approach

This paper identified agility factors and their interrelationships using a TISM framework. TISM results were validated using a one-tailed t-test to confirm the interrelationships between factors. Furthermore, the agility index of a case project organization was assessed using a graph-theoretic approach (GTA) to identify both the triggering factors for agility success and improvement proposals.

Findings

Results showed that leadership vision, organization structure and program methodology were driving factors. The TISM model was validated statistically and the agility index of the intelligent automation case project organization was calculated to be79.5%. Here, a GTA was applied and the triggering factors for improvement of the agility index were identified.

Research limitations/implications

The limitations of the study are described along with the opportunities for future research as the field evolves through the rapid innovation of technology and products.

Practical implications

The increasing role of digital transformation in enterprise strategy and operations requires practitioners to understand how ASD practices must be planned, measured and/or improved over time through the implementation of automation, analytics and artificial intelligence programs. The TISM digraph provides a framework of hierarchical structure to organize the influencing factors, which assists in achieving organizational goals. This study highlights the driving factors which contribute to the success of intelligent automation projects and project organizations.

Originality/value

This is a first attempt to analyze the interrelationships among agility factors in intelligent automation projects (IAP) using TISM and the assessment of the agility index of a case IAP organization using a GTA.

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Article
Publication date: 27 May 2024

Santanu Mandal, Ritesh Kumar Dubey, Bhaskar Basu and Raghu Raman

While the COVID-19 pandemic has given many firms the importance of business continuity, restaurants have yet to realize the essential enablers. In this regard, the study explored…

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Abstract

Purpose

While the COVID-19 pandemic has given many firms the importance of business continuity, restaurants have yet to realize the essential enablers. In this regard, the study explored the potential enablers that can help firms attain business continuity in the post-COVID-19 era for casual dining restaurants.

Design/methodology/approach

This study used an extensive literature review and further supported 28 restaurant managers with an average experience of 8.5 years to identify the potential enablers for ensuring business continuity for casual dining restaurants. Subsequently, this study used the interpretive structural modelling coupled with Matrice d'Impacts Croisés Multiplication Appliquée à un Classement (MICMAC) analysis to understand the context-specific inter-relationships as a hierarchical structural model.

Findings

Findings suggest that financial capability forms the key driver for other enablers in the hierarchy of business continuity for casual dining restaurants. Furthermore, manpower (local and outstation) are the second-level drivers of restaurant process control, digital presence, online reviews and feedback management, scalability, food quality, food delivery management, employee safety and hygiene. The third-level factors further help restaurants to achieve the dynamic capability required to provide customer value and ensure business continuity.

Originality/value

The study is the foremost to explore a business continuity framework in the new normal for casual dining restaurants in the country. Furthermore, several contextual inter-relationships exhibiting the hierarchy are also established for the business continuity of restaurants in the new normal.

Details

International Journal of Quality and Service Sciences, vol. 16 no. 2
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 17 November 2021

Shalini Menon, M. Suresh and R. Raghu Raman

The study has a two-fold purpose: first, to identify the enablers of partnering agility in higher education, and, second, to analyze the interplay between the enablers.

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Abstract

Purpose

The study has a two-fold purpose: first, to identify the enablers of partnering agility in higher education, and, second, to analyze the interplay between the enablers.

Design/methodology/approach

Total interpretive structural modelling (TISM) was used to construct a theoretical model of partnering agility enablers, and cross-impact matrix multiplication applied to classification (MICMAC) analysis was used to rank and segregate the enablers into independent, autonomous, dependent and linkage zones on the basis of their driving and dependence power.

Findings

The study helped in identifying eight enablers that can be instrumental in driving partnering agility in higher education. According to the TISM model, clarity on roles and responsibilities of partners was found to be the most crucial and vital enabler followed by resource sharing.

Practical implications

The conceptual model provides a new direction on how to develop and strengthen higher education partnerships. The model has prioritized all the crucial enablers that the management can work around in order to drive partnering agility in higher education institutions.

Originality/value

Studies in the past have majorly focused on academia–industry partnerships. This research has tried to provide a comprehensive view of the enablers and the multidirectional interplay between the enablers that can facilitate partnerships between academia and industry, Indian and international universities, and academia and community.

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Article
Publication date: 2 July 2018

Prema P. Nedungadi, Rajani Menon, Georg Gutjahr, Lynnea Erickson and Raghu Raman

The purpose of this paper is to illustrate an Inclusive Digital Literacy Framework for vulnerable populations in rural areas under the Digital India program. Key challenges…

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Abstract

Purpose

The purpose of this paper is to illustrate an Inclusive Digital Literacy Framework for vulnerable populations in rural areas under the Digital India program. Key challenges include addressing multiple literacies such as health literacy, financial literacy and eSafety for low-literate learners in low-resource settings with low internet bandwidth, lack of ICT facilities and intermittent electricity.

Design/methodology/approach

This research implemented an educational model based on the proposed framework to train over 1,000 indigenous people using an integrated curriculum for digital literacies at remote settlements. The model uses mobile technology adapted for remote areas, context enabled curriculum, along with flexible learning schedules.

Findings

The education model exemplifies a viable strategy to overcome persistent challenges by taking tablet-based digital literacies directly to communities. It engages different actors such as existing civil societies, schools and government organizations to provide digital literacy and awareness thereby improving both digital and life skills. It demonstrates the potential value of a comprehensive Digital Literacy framework as a powerful lever for Digital Inclusion.

Practical Implications

Policy makers can use this transformational model to extend the reach and effectiveness of Digital Inclusion through the last mile enhancing existing training and service centers that offer the traditional model of Digital Literacy Education.

Originality/value

This innovative mobile learning model based on the proposed Digital Framework for Inclusion instilled motivation, interest and confidence while providing effective digital training and conducting exams directly in the tribal settlements for low-literate learners in remote settings. Through incorporating multiple literacies, this model serves to empower learners, enhance potential, improve well-being and reduce the risk of exploitation.

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