Venkatesh Kulkarni, Jaspreet Walia, Heikki Hämmäinen, Seppo Yrjölä, Marja Matinmikko-Blue and Risto Jurva
The purpose of this paper is to build possible future scenarios for indoor connectivity in a venue such as a university campus and build alternative value network configurations…
Abstract
Purpose
The purpose of this paper is to build possible future scenarios for indoor connectivity in a venue such as a university campus and build alternative value network configurations (VNCs) defining different local network deployment options, focused on the Finnish telecom market.
Design/methodology/approach
In this paper, Schoemaker’s scenario planning method (Schoemaker, 1995) is used to construct future scenarios and the VNC method of Casey et al. (2010) is used to build alternative VNCs. The paper studies the Aalto University campus network for current end-user data usage demand and the existing technology used in meeting the end-user needs and forecasts the demand for the next five years to understand the need for 5G.
Findings
This research concludes that with the provision of local spectrum licenses, there is an opportunity for venue owners to take the role of 5G local operator on the venue premises. Furthermore, it enables venue owners to collaborate with the incumbent mobile network operators (MNOs) in a neutral host model and provide venue-specific connectivity services.
Research limitations/implications
A detailed economic assessment for the network deployment in the campus is considered for future study.
Originality/value
Considering the provision for local spectrum licenses, this paper has taken a unique attempt in identifying the future scenarios for local 5G network operations. It provides a strategic direction for the venue owners in adopting 5G technology and whether to make 5G or buy 5G from MNOs.
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Kirti Dutta, Umashankar Venkatesh and H.G. Parsa
The purpose of this research is to explore the reasons for service failure in restaurants. The paper aims to give insights into customers' perceptions and response regarding…
Abstract
Purpose
The purpose of this research is to explore the reasons for service failure in restaurants. The paper aims to give insights into customers' perceptions and response regarding service failure and recovery and to try to draw a parallel between consumers in a developing economy like India and the same in a developed society, such as USA.
Design/methodology/approach
The paper is empirical and involves data from 200 respondents from India and the USA. The sampling unit is individual restaurant customers and the data collection instrument is a structured, non‐disguised questionnaire. The questionnaires have been administered through personal interviews.
Findings
The study found conclusive results on the reasons for service failure in the restaurant business in the context of developed and developing economies. It also sheds light on the behavioral aspects of customers' perception towards these failures and their responses to the same. The paper further looked into the recovery strategy employed by restaurants and the customers' perception towards the recovery strategies.
Practical implications
The study has important managerial implications as it facilitates the understanding of where and how the failure‐points occur and how customers perceive and react to them. The paper is also helpful in designing policies and procedures to proactively weed‐out such failure‐points and, in case of their occurrence, design responses to the same.
Originality/value
The paper is valuable as very little has been done in the Indian context. It also creates a comparative perspective as to service failure in the restaurant sector between a developed and a developing country.
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Vanishree Beloor and T.S. Nanjundeswaraswamy
The purpose of this study is to determine the enablers of the quality of work life (QWL) of employees working in the Garment industries.
Abstract
Purpose
The purpose of this study is to determine the enablers of the quality of work life (QWL) of employees working in the Garment industries.
Design/methodology/approach
The study was carried out in a fivefold step. In the first step, the enablers of QWL were identified through an exhaustive literature survey, in the second step identified vital few components through Pareto analysis. Then the third step was followed by exploratory factor analysis (EFA) to further, to identify the precise components and validate the same using confirmatory factor analysis in fourth step. The final step included interpretive structural modeling and Cross-Impact Matrix Multiplication Applied to Classification analysis to model the validated components and determine the interrelationships and linkages.
Findings
Predominant QWL enablers of employees working in the garment industries are training and development, satisfaction in job, compensation and rewards, relation and co-operation, grievance handling, work environment, job nature, job security and facilities.
Research limitations/implications
In this study, the interpretive structural model is designed based on the opinion of the experts who are working in the garment industry considering the responses from employees in garment sectors. The framework can be extended further to the other sectors.
Practical implications
In future, the researchers in QWL may develop a model to quantify the level of employees’ QWL who are working in different sectors. Enablers of QWL are essential, and based on this further statistical analysis can be carried out. This study will provide limelight to the researchers in choosing the valid and reliable set of enablers for the empirical studies. Organizations can get benefit by implementing the outcome of this research for the enhancement of the QWL of employees.
Originality/value
The study was carried out in 133 garment industries where 851 workers constituted the final valid responses that were considered for analysis. The outcomes from the study help administrators, policy and decision-takers in taking decisions to enhance QWL.
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Bishwajit Nayak, Som Sekhar Sekhar Bhattacharyya, Onkar Kulkarni and Syed Nawaz Mehdi
The purpose of this study is to identify antecedents of adoption and post-adoption switching of online pharmacy applications (OPA) in Indian society. A push-pull-mooring (PPM…
Abstract
Purpose
The purpose of this study is to identify antecedents of adoption and post-adoption switching of online pharmacy applications (OPA) in Indian society. A push-pull-mooring (PPM) model was formulated to evaluate the impact of various constructs upon “consumers’ switching intention” (CSI).
Design/methodology/approach
An online questionnaire was sent to 252 users of OPA in India. Hypotheses were generated to examine the push, pull and mooring effects of constructs developed. The relationships between dependent and independent variables were evaluated using structured equation modeling (SEM).
Findings
The study explicated the effect of PPM constructs on CSI in the context of OPA adoption. “Perceived usefulness,” “perceived ease of use” and “alternative attractiveness” had a significant “pull” effect on CSI. “Switching cost” had a “mooring” effect on CSI, whereas the degree of “customer involvement in decision-making” was found to have a “push” effect upon CSI.
Research limitations/implications
This study theoretically established that the constructs of “perceived usefulness,” “perceived ease of use” and “alternative attractiveness” had significant “pull” effect on “consumers’ switching intention.” The construct of “switching cost” had a “mooring” effect on CSI, whereas the degree of “customer involvement in decision-making” was found to have a “push” effect upon CSI.
Practical implications
The study provided valuable insights regarding consumer behavior regarding OPAs. These findings could be applied by managers in framing effective strategies to grow and retain the customer base of OPAs.
Originality/value
To the best of the authors’ knowledge, this was one of the first empirical investigative studies to assess precursors of adoption and post-adoption characteristics of consumer behavior through the PPM model, in the context of Indian OPAs.
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Som Sekhar Bhattacharyya, Shaileshwar Goswami, Raunak Mehta and Bishwajit Nayak
The purpose of this paper is to identify and predict the key factors that influenced the usage intention of over the top (OTT) services by consumers. This was done by applying the…
Abstract
Purpose
The purpose of this paper is to identify and predict the key factors that influenced the usage intention of over the top (OTT) services by consumers. This was done by applying the modified unified theory of acceptance and use of technology 2 (UTAUT2) model.
Design/methodology/approach
An online survey questionnaire assessed the proposed motivational factors for the adoption of OTT services. Confirmatory factor analysis and structural equation modelling were conducted on collected data (n = 598) to demonstrate the reliability and validity of the measurement and structural model.
Findings
The model consisted of nine factors, namely, value expectancy (VE), ease of effort (EE), social influence (SI), favourable infrastructure conditions (FIC), hedonistic motivation for usage (HMU), favourable economic position (FEP), content quality (CQ), habitual behaviour (HB) and security conditions (SC). SC, VE, SI, HB and EE were the antecedent variables. FEP, CQ and FIC were the mediating variables and HMU was the dependant variable. SI and CQ of OTT services were positively associated with HMU of OTT services, FEP had no significant effects on HMU. The results also supported the explanatory strength and predictability of UTAUT2 as a model. It further extended UTAUT2 boundaries and paved the way for an extended UTAUT2 model to be developed.
Originality/value
The promising role of OTT services in the entertainment and media industry had gained consumer attention, however, limited empirical investigations had been conducted on explicating how user attitude and usage intention were shaped regarding the use of OTT services in the Indian context. This study served as one of the first attempts to empirically examine the adoption process, with implications for the HMU regarding OTT services. This was one of the first studies to extend the UTAUT2 theoretical model.
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Wajeeha Aslam, Danish Ahmed Siddiqui, Imtiaz Arif and Kashif Farhat
By extending the service robot acceptance model (sRAM), this study aims to explore and enhance the acceptance of chatbots. The study considered functional, relational, social…
Abstract
Purpose
By extending the service robot acceptance model (sRAM), this study aims to explore and enhance the acceptance of chatbots. The study considered functional, relational, social, user and gratification elements in determining the acceptance of chatbots.
Design/methodology/approach
By using the purposive sampling technique, data of 321 service customers, gathered from millennials through a questionnaire and subsequent PLS-SEM modeling, was applied for hypotheses testing.
Findings
Findings revealed that the functional elements, perceived usefulness and perceived ease of use affect acceptance of chatbots. However, in social elements, only perceived social interactivity affects the acceptance of chatbots. Moreover, both user and gratification elements (hedonic motivation and symbolic motivation) significantly influence the acceptance of chatbots. Lastly, trust is the only contributing factor for the acceptance of chatbots in the relational elements.
Practical implications
The study extends the literature related to chatbots and offers several guidelines to the service industry to effectively employ chatbots.
Originality/value
This is one of the first studies that used newly developed sRAM in determining chatbot acceptance. Moreover, the study extended the sRAM by adding user and gratification elements and privacy concerns as originally sRAM model was limited to functional, relational and social elements.
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Sushil S. Chaurasia, Surabhi Verma and Vibhav Singh
The purpose of this study is to develop a model that explains a user’s attitude toward M-payments in India, based on the motivational model and awareness about demonetization…
Abstract
Purpose
The purpose of this study is to develop a model that explains a user’s attitude toward M-payments in India, based on the motivational model and awareness about demonetization policy. The study also investigates the validity and differential predictive power of four different M-payment usage models, by considering the effect of improved awareness regarding demonetization policy on the core construct of the motivational model.
Design/methodology/approach
The model was tested with survey data from 362 M-payment users using partial least squares. Respondents were M-payment users with significant usage experience.
Findings
This study empirically determined that the motivation model and awareness about demonetization policy in M-payment usage after demonetization are connected. As hypothesized, the study found: a positive relationship between extrinsic motivation and intention to use M-payment, positive relationship between awareness about demonetization policy and behavioral intention to use M-payment, positive relationship between intrinsic motivation and extrinsic motivation, positive relationship between awareness about demonetization policy and extrinsic motivation and positive moderation effect of awareness about demonetization policy on the extrinsic motivation-behavioral intention relationships. The hypothesis that awareness about demonetization policy would have a moderating effect on intrinsic motivation–behavioral intention relationship was not supported.
Practical implications
From a practitioner’s perspective, this study underscores the importance of raising sufficient awareness about the demonetization policy as a determinant of users’ willingness to use M-payment services. Mandatory regulations by the government and motivation toward M-payment use can be a good starting point for a cashless economy.
Originality/value
This study makes a needed contribution to the literature by validating the integrated motivation model, emphasizing the importance of raising awareness about the demonetization policy among M-payment users. The model may provide a useful foundation for future research in this area.
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Kritika Nagdev, Anupama Rajesh and Richa Misra
The purpose of this paper is to explore the mediating role of demonetisation in the usage of IT-enabled banking services (ITeBS). The study extends the theory of technology…
Abstract
Purpose
The purpose of this paper is to explore the mediating role of demonetisation in the usage of IT-enabled banking services (ITeBS). The study extends the theory of technology readiness (TR) (Parasuraman and Colby, 2015) by incorporating the behavioural intention and actual usage of ITeBS.
Design/methodology/approach
Based on the theory of TR and encompassing the impact of demonetisation, the study examines the functional relationship of TR, behavioural intention and actual usage. Structural equation modelling and mediation analysis are applied on a data set of 474 usable responses.
Findings
The study confirms that TR is a significant factor in customer’s intention to use ITeBS. The demonetisation variable fully mediates the relationship model, which implies a significant finding in the consumer acceptance literature.
Practical implications
The result of this study proposes three major implications. Primarily, the banks should focus on providing simple and user-friendly ITeBS interface and its uninterrupted access. It is necessary to educate the customers by giving them a trial of the service. Furthermore, social media platforms may be utilised as an effective and efficient tool to resolve customer complaints.
Originality/value
This study is first of the attempts to investigate government’s digital push in the technology adoption literature. The results indicate significant influence of demonetisation on the usage of ITeBS.
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Himanshu, Sanjay Dhingra and Shelly Gupta
As the global financial ecosystem grapples with the complexities of modernization, blockchain technology emerges as a pivotal catalyst, offering the banking, financial services…
Abstract
Purpose
As the global financial ecosystem grapples with the complexities of modernization, blockchain technology emerges as a pivotal catalyst, offering the banking, financial services, and insurance (BFSI) industry unprecedented opportunities for secured digital transformation and enhanced customer trust. To gain a comprehensive understanding of blockchain technology adoption, this study aims to identify the factors and establish the contextual interrelationships among them.
Design/methodology/approach
The authors have identified the factors affecting blockchain technology adoption in BFSI industry through extensive literature review and experts’ interviews. After identification of factors, contextual relationship has been established based on experts’ opinion and total interpretive structural modeling (TISM) approach. Furthermore, factors are categorized into autonomous, dependent, linkage and driving variables using cross-impact matrix multiplication applied to classification analysis.
Findings
The TISM-based structural model is divided into eight different hierarchal levels in which Government support is placed on the lower most layer (level 8) which indicates that this is the most crucial factor in blockchain adoption. Further social influence and security are placed on seventh and sixth level in the hierarchy.
Practical implications
The results of this study will help the policymakers to direct the resources from the most crucial factor to other factors in the hierarchy as per their relevance. In essence, this study serves as a guiding compass, steering the course of blockchain technology adoption in the BFSI sector toward a more secure and digitally transformed future.
Originality/value
In the current landscape, blockchain technology remains in its nascent stage, leaving ample room for exploration and innovation. This study stands as the pioneering effort to comprehensively identify and establish the contextual relationships among the adoption factors of blockchain technology within BFSI industry. Through rigorous TISM analysis, this paper enriches the existing body of knowledge on blockchain technology adoption.
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Khaldoon Jahmani, Samson Oluwaseun Fadiya, A. Mohammed Abubakar and Hamzah Elrehail
Flock leadership theory explores how different collective learning capacities emerge when interacting individuals work through challenges. While research has link other leadership…
Abstract
Purpose
Flock leadership theory explores how different collective learning capacities emerge when interacting individuals work through challenges. While research has link other leadership styles with knowledge management systems (KMS), studies examining flock leadership and KMS are largely lacking. This paper aims to investigate the nexus between flock leadership, knowledge content quality, perceived usefulness of KMS, KMS use for sharing and KMS use for retrieval.
Design/methodology/approach
Using survey data (n = 442) from health-care establishments in Jordan, the authors apply structural equation modeling (SEM).
Findings
The results show the following: flock leadership influences knowledge content quality; knowledge content quality influences perceived usefulness of KMS; perceived usefulness of KMS influences KMS use for sharing and retrieval; and knowledge content quality and perceived usefulness of KMS mediates the link between flock leadership and KMS use for sharing and retrieval.
Originality/value
Existing research considered KMS through a narrow lens, without consideration of the social context (collective capacities) that surrounds knowledge workers. This study responds to call for research concerning the motion that says technical and adaptive capacity are the underlying norm that configures flock behaviors. Implications for research and practice are discussed.