Doddahulugappa Goutam, Shirshendu Ganguli and B.V. Gopalakrishna
This paper aims to explore impact of technology readiness (TR) on e-service quality (ESQ) and effect of ESQ and TR on purchase intention (PI) and behavioral loyalty (BL) in the…
Abstract
Purpose
This paper aims to explore impact of technology readiness (TR) on e-service quality (ESQ) and effect of ESQ and TR on purchase intention (PI) and behavioral loyalty (BL) in the context of online shopping.
Design/methodology/approach
With the help of the existing literature, the authors propose a conceptual model. Questionnaire was designed to collect data, and analysis has been done using a final sample of 341 respondents.
Findings
The results show how TR has a significant impact on ESQ, PI and BL. Outcomes also highlight that only three dimensions of ESQ have a positive impact on both PI and BL. System availability dimension of ESQ impacts neither PI nor BL. Therefore, TR and ESQ together play a vital role as enablers in influencing BL and PI in online shopping context.
Practical implications
The study results will serve as a guide to business-to-consumer e-commerce players and help them to determine how TR and ESQ dimensions will help them to build BL and PI for online shopping.
Originality/value
This is one of the first studies that takes into consideration both TR and ESQ and check how they impact PI and BL. Also, in the Indian context, it is an under-researched area and tries to fulfill this gap.
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Maninder Singh, P.S. James and Shirshendu Ganguli
The purpose of this paper is to identify future directions for human resource managers to provide work accommodations to chronically ill employees.
Abstract
Purpose
The purpose of this paper is to identify future directions for human resource managers to provide work accommodations to chronically ill employees.
Design/methodology/approach
The authors researched empirical studies in management, occupational health journals, and reports on chronically ill employees.
Findings
The paper provides research-based practical insights for human resource practitioners to deal with the growing number of chronically ill employees.
Practical implications
The paper highlights solutions for human resource managers to create an inclusive workplace for employees with chronic illness.
Originality/value
The authors identified effective human resource and health practices for chronically ill employees, which would help to increase their productivity.
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Giridhar B. Kamath, Shirshendu Ganguli and Simon George
This paper tests and validates a conceptual model linking the attachment points, team identification, attitude towards the team sponsors and the behavioural intentions in the…
Abstract
Purpose
This paper tests and validates a conceptual model linking the attachment points, team identification, attitude towards the team sponsors and the behavioural intentions in the context of Indian Premier League (IPL), while testing for the moderating effects of age and gender.
Design/methodology/approach
Data were collected from 1,053 participants through both online and offline survey and then analyzed using exploratory factor analysis (EFA) and structural equation modelling (SEM).
Findings
Attachment points influence the formation of team identification, which, in turn, affect the attitude towards the team sponsors. Attitude towards the team sponsors influence the behavioural intentions. Player attachment influences team identification the most. Age and gender have a moderating effect on the constructs of the study. Team identification in females is stronger because of attachment to sports, whereas males have stronger team identification based on player attachment. Males have a stronger intention to spread positive word of mouth (WOM) about sponsor products as compared to the female respondents. The younger age group of less than 21 years has more intention to spread positive WOM compared to the other age groups considered in the study.
Practical implications
This study contributes towards sports sponsorship research and the paradigms of social identity and attachment theories. Moreover, it will also help the marketers (sponsors) in IPL to strategically market their brands.
Originality/value
This is the first study to investigate the impact of attachment points on sponsorship outcomes in the context of IPL. Further, it is also the first to investigate the purchase intentions and WOM for the team sponsors in IPL. The multi-group analysis results will provide insights into marketers to better understand IPL viewers' segments and their behaviour.
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Shirshendu Ganguli and Sanjit Kumar Roy
This paper aims to identify the generic service quality dimensions of technology‐based banking and to examine the effect of these dimensions on customer satisfaction and customer…
Abstract
Purpose
This paper aims to identify the generic service quality dimensions of technology‐based banking and to examine the effect of these dimensions on customer satisfaction and customer loyalty.
Design/methodology/approach
The generic service quality dimensions are identified using an exploratory factor analysis (EFA). Next the reliability and validity of the factors and customer satisfaction and customer loyalty are established through confirmatory factor analysis (CFA) using AMOS 16.0 s/w. The related hypotheses were tested using structural equation modeling using AMOS 16.0.
Findings
The paper identifies four generic service quality dimensions in the technology‐based banking services – customer service, technology security and information quality, technology convenience, and technology usage easiness and reliability. It was found that customer service and technology usage easiness and reliability have positive and significant impact on customer satisfaction and customer loyalty. It was also found that technology convenience and customer satisfaction have significant and positive impact on customer loyalty.
Practical implications
These dimensions of service quality should be viewed as the levers of improving perceived service quality with respect to technology‐based banking in the minds of its current customers. Examining the service quality dimensions' impact on customer satisfaction and customer loyalty for technology‐based banking can offer banks valuable insights regarding which aspects of the service to focus on in order to improve customer satisfaction and loyalty towards the firms.
Originality/value
This paper introduces the concept of generic service quality and its significance for customer satisfaction and loyalty in case of technology‐based banking wherein technology is used to deliver services.
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Shirshendu Ganguli and Sanjit Kumar Roy
This paper aims to identify the dimensions of service quality in the case of hybrid services.
Abstract
Purpose
This paper aims to identify the dimensions of service quality in the case of hybrid services.
Design/methodology/approach
The service quality dimensions are identified using an exploratory factor analysis (EFA). Next the reliability and validity of the factors are established through confirmatory factor analysis (CFA) using AMOS.
Findings
The paper identifies nine service quality dimensions in the hybrid services – customer service, staff competence, reputation, price, tangibles, ease of subscription, technology security and information quality, technology convenience, and technology usage easiness and reliability.
Practical implications
The various dimensions of service quality should be viewed as the levers of improving perceived service quality in the minds of its current customers. Identifying the service quality dimensions in hybrid contexts can offer service providers valuable insights regarding on which aspects of the service to focus in order to improve customer satisfaction, loyalty, and commitment to the firm.
Originality/value
This paper introduces the concept of hybrid services, wherein a mix of technology and human interaction is used to produce and deliver services. Furthermore, since hybrid services have received little attention in the literature, the study addresses this gap by identifying a set of dimensions that are relevant for measuring service quality in hybrid contexts.
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Keywords
Marketing, Marketing environment, Marketing strategy.
Abstract
Subject area
Marketing, Marketing environment, Marketing strategy.
Study level/applicability
Post Graduate (MBA), Executive Education Program.
Case overview
The present case study deals with the marketing strategies of Punascha (meaning re-beginning), a publisher of Bengali non-textbooks based in Kolkata, India. This case is suitable for teaching in Marketing Management course in a Post Graduate Program in Business Management. It could also be taken up for an executive program in marketing strategy. The case study is a live case study, which was based on in-depth interviews with the company people and company site visit. The case study discusses how Punascha started from a humble beginning in 1988 and became one of the leading publishers of Bengali books in India. The key focus of the case is on how a company can use marketing tools effectively (and uniquely) and become successful.
Expected learning outcomes
Understanding the basics of 4Ps of marketing and how they are used in synchronisation with each other to achieve the marketing objectives. Understanding the role of marketing environment in marketing strategy. Realizing the need of a new product development strategy. Assessing the need of non-traditional modes of marketing communications and its role in product promotion.
Supplementary materials
Teaching notes.