Divakara Babu Chennupati, Rajasekhara Mouly Potluri and V.S. Mangnale
The purpose of this paper is to analyze and assess the efficacy of one of India's path‐breaking and trendsetting enactments of recent origin, namely, the Right to Information Act…
Abstract
Purpose
The purpose of this paper is to analyze and assess the efficacy of one of India's path‐breaking and trendsetting enactments of recent origin, namely, the Right to Information Act, 2005 in promoting transparency, accountability and probity in governance process at the national and sub‐national level and how it is useful as a potent legal tool in fighting against and preventing maladministration, bad governance and venality in the governance process at different levels of administration in India.
Design/methodology/approach
The paper focuses purely on the doctrine study by tracing out the historical background of the Citizens' Right to Information and an overview of the Right to Information Act, 2005. It also comprehensively discusses the meaning of information and right to know under the Indian constitutional framework and how its boundaries have been further widened with the enactment and enforcement of the Right to Information Act, 2005. Further, the paper also deliberates on how the citizens are empowered to enjoy and exercise unhindered right to information under the Act on a par with the legislators.
Findings
The paper discloses that the Right to Information Act, 2005 has undoubtedly immense benefits for the Indian polity in the form of strengthening of democratic process and promoting good governance practices.
Practical implications
The study throws ample light on how the informed and empowered citizenry is imperative for a meaningful democracy and also in promoting good governance and further in exposing maladministration.
Originality/value
The study on the path‐breaking enactment of recent origin in a young democracy like India has paramount contemporary significance for young and transitional democracies across the world for strengthening democratic systems and promoting good governance.
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Rajasekhara Mouly Potluri, Sophia Johnson and Premila Koppalakrishnan
The purpose of this paper is to explore the ethnocentric tendencies of Emirati Gen Z consumers and to provide empirical evidence on how demographic variables (gender and…
Abstract
Purpose
The purpose of this paper is to explore the ethnocentric tendencies of Emirati Gen Z consumers and to provide empirical evidence on how demographic variables (gender and education) influence ethnocentric tendencies. The study also attempts to know the impact of ethnocentrism on the buying behavior of the segment.
Design/methodology/approach
Researchers collected the opinions of 310 Emirati Gen Z consumers by using a modified CETSCALE. The data was reviewed and coded by applying software R Studio and Microsoft Excel. Cronbach’s α and Kaiser–Meyer–Olkin (KMO) tests were administered to check the internal consistency and validity of the 17-item CETSCALE. Then, the factor extraction method principal component analysis (PCA) was used to analyze the data. The selected hypotheses were tested by using the Cronbach α and Kruskal–Wallis (K-W) hypothesis testing technique.
Findings
The findings suggest that Emirati Gen Z consumers substantially ethnocentric who prefer domestic products/services over foreign goods. No significant influence of gender and education on Emirati Gen Z consumers’ ethnocentric tendencies.
Research limitations/implications
The targeted subjects were selected only from Dubai and the Sharjah Emirates and not covered the remaining five emirates of the UAE. Consumers were asked to assess their ethnocentrism without reference to a specific product or service.
Originality/value
This type of meticulous study in the UAE has never been done before to explore the ethnocentric tendencies of Gen Z consumers.
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The purpose of this paper is to analyse customer service effects in creating satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived value…
Abstract
Purpose
The purpose of this paper is to analyse customer service effects in creating satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived value and service quality were not analysed in this research.
Design/methodology/approach
Exploratory factor analysis was used to classify customer service items. Confirmatory factor analysis was not applied because of there was not any significant theory based on the classification of shopping centre customer service (SCCS). The research model was developed to show the relationships and the effects of customer service which were tested through multiple regression analyses.
Findings
As a result of findings, customer service variables were classified into eight factors. Only four of them had effects on satisfaction and loyalty. The findings indicated that customer services had effects on customer satisfaction and loyalty. It was shown that “customer services about atmosphere (CSA)” affected both satisfaction and loyalty whereas “incentive customer services (ICS)”, “customer services in encounter stage (CSE)”, and “customer services about payment (CSP)” affected only loyalty.
Research limitations/implications
The research model was about only shopping centres’ customer services; it could not reflect the customer services offered by the other retail formats since the survey was conducted in the limited area and with small sample. The research did not reflect the complete retailing landscape since the survey was applied to only brick and mortar shopping centre customers. The research model was developed according to the customer services offered by Turkish shopping centres and customers’ perceptions about satisfaction and loyalty were measured. The findings can be applicable each shopping centre that offers such customer services and has nearly the same concept. It is agreed that since this research has been conducted in Izmir it reflects the Turkish consumers’ cultural intentions.
Practical implications
Although the impact degrees are at low level, customer service is an important tool for creating customer satisfaction and loyalty. According to the SCCS model in this research; it is strongly recommended that CSA, ICS, CSE, and CSP should be improved by shopping centres in order to gain customer satisfaction and loyalty. The last result of the research was surprising because it was expected that all customer service factors in the SCCS model would affect satisfaction and loyalty significantly. Although there were not any direct effects of basic customer services, facilitative customer services, customer services about children, informative customer services on satisfaction and loyalty, shopping centre management should not ignore these types of services since they are really important in the literature. Since the retailer type is important when developing customer service, each retailer should define its own customer service level according to its retail mix strategy.
Originality/value
The research is the first paper that surveyed customer service effects in creating satisfaction and loyalty in Turkey through a conceptual model. The study has suggested a new model called SCCS model which classified customer service into eight factors and showed the relationships among customer service, customer satisfaction, and customer loyalty. The paper has developed the importance of customer service in the Turkish shopping centres.
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Marcelle Colares Oliveira, Domenico Ceglia and Fernando Antonio Filho
The study aims to analyze the level of the disclosure of corporate governance practices by the companies that belong to the BRICS (Brazil, Russia, India, China and South Africa…
Abstract
Purpose
The study aims to analyze the level of the disclosure of corporate governance practices by the companies that belong to the BRICS (Brazil, Russia, India, China and South Africa) countries according to normative recommendations and coercive requirements considering the enforcement of laws and norms in the different legal systems and to explain it in the light of the institutional theory approach.
Design/methodology/approach
The practices disclosed by a sample of the 20 largest companies listed on the stock exchanges of each of the BRICS countries were analysed, and the 52 practices recommended by UNCTAD (2009) were used as a parameter. The corporate governance practices of the companies were confronted with the laws, rules and norms that require or recommend their adoption and disclosure.
Findings
China has 49 practices required by own national law in face of 52 recommended by UNCTAD/International Financial Reporting Standards (IFRS) followed by South Africa with 44, Russia with 33, Brazil with 28 and India with 24. Brazil has 47 practices recommended by own national governance code in face of 52 recommended by UNCTAD/Intergovernmental Working group of Experts on International Standards of Accounting and Reporting (ISAR), followed by Russia with 45, China with 44, South Africa with 41 and India with 22. It was found that Brazil has the higher median of number of companies disclosing corporate governance practices with 17, followed by India with 13, Russia with 11, South Africa and China with 7.
Research limitations/implications
This research shows that more studies are necessary using the institutional theory to investigate how the normative and coercive pressures influence the disclosure of corporate governance information considering the enforcement of laws and norms in the different legal systems.
Practical implications
The differences observed in this study about normative and coercive forces are presented as an opportunity in the legal sphere of some countries to implement mechanisms to increase their level of enforcement.
Originality/value
This research contributes to various audiences such as governmental institutions, professional associations, market institutions to better understand their role in the improvement of the adoption of corporate governance practices and disclosure of information related to it.