International Journal of Business & Economic Development, 2016
Rapid developments in the Indian Economy post-liberalization in 1991 have prompted institutions l... more Rapid developments in the Indian Economy post-liberalization in 1991 have prompted institutions like the World Bank to forecast that India would be the fourth largest economy in the world by 2020 (Budhwar and Bhatnagar, 2009). Following globalization this has attracted a large numbers of foreign investors and companies to India. HRM in India has evolved as a specialised function (Budhwar and Bhatnagar, 2009). According to Budhwar and Bhatnagar, 2009 India had a long history of labour legislation and industrial relations and there are many challenges to the HRM systems in India, due to the diverse nature of India's society which is marked by regional, sectoral, socio-cultural and political variation. In such a climate it is extremely difficult to have a uniform HR system. According to Wheatherly and Tansik (1993) employees have to deal with the demands from superiors as well as the needs and wishes of customers. Because of such a boundary spanning role, the retail frontline employees are in dilemma whether to customize the retail services as per customers needs or to obey the organizational guidelines and procedures (Bitner, 1990). This dilemma often leads to job role stress. There are different types of job role stress (Pareek, 1993) of these the research under study deals with the two job role stressors prominent in retail industry job role conflict and job role ambiguity ( Kahn et.al, 1964). According to Heskett et al. (2003) front line employee's behavior and perception affects the customer satisfaction and intent of buying behavior which in turn have impact on service productivity. There have been many studies conducted on job role stress and its impact on employee job performance but hardly any with respect to organized Indian retail sector.In the prior research studies it can be noted that employee point of view is hardly taken into consideration. Hence as an attempt to fill in this gap the research focuses on understanding how job role stressors (role conflict & role ambiguity) have signifi [...]
Purpose: A need has arrived for the airline industry to go beyond offering price discounts, tour ... more Purpose: A need has arrived for the airline industry to go beyond offering price discounts, tour packages and air miles to enhance customer experience. The research paper attempts to gain insight in how different customer delight strategies can be implemented by the airline industry to survive in the highly competitive global market'. Currently airline industry's customization is starting and ending at the booking platform (mobile/app/website/travel agent) and food preferences. As a result of advent in information, technology and communication customers are hoarded with public relations and marketing messages', social media advertisements and continuous repetitive mails. Time has come to go beyond the customer expectations and delight the tech savvy customers with the unexpected service excellence to gain and retain customer loyalty. Methodology: For this purpose a survey was carried out among customers who are frequent flyers of airlines in Mumbai catering to domestic a...
The advent of globalization, workforce mobility, and international projects are generating demand... more The advent of globalization, workforce mobility, and international projects are generating demands for culturally proficient individuals and post pandemic there is scope of creating awareness of diversity & inclusion across globe using technology. Education, training, and development of these employees begin in the webroom now (Van Dyne, Ang, Livermore, 2010). Diversity and inclusion efforts tussle since they often attempt to find a one-size-fits-all solution to eradicating bias. The Human Library is making an influence, because their approach is personalized to each individual’s own biases and prejudices. They’re tackling diversity and inclusion one person at a time and now with advent of technology they can do it on a large scale and see the benefits. The main drive of this paper is to examine whether the education system plays an important role in developing an individual with an open outlook without any discrimination, stereotypes, and prejudice and the important use of the huma...
Objective: Since December 2019, the COVID-19 pandemic has posed a considerable threat with its as... more Objective: Since December 2019, the COVID-19 pandemic has posed a considerable threat with its associated high mortality, infection, and hazard of physical, mental, emotional, financial, and spiritual stress (WHO, 2020). A large number of students are affected due to a chronic break from classroom academic activities, the pressure of being hired for an internship or final placement and staying at home. The main focus of this learning is to know the stressors of graduate and post-graduate Indian students and their major hurdles during the COVID-19 lockdown. Further, the study aims to facilitate a proposed model of training, by combining 7 psychosocial variables of emotional resilience which might empower the students to cater to stressors and improve personal, academic, and professional effectiveness (Chen et.al, 2020; Horesh et.al, 2020) Methods: Using a convenience method, an internet survey of the 6-item COVID-19 Student Stress Questionnaire (CSSQ) (modified version Zurlo et.al, 2...
Retail Industry is likely to be the next big thing for services in this decade. The industry is v... more Retail Industry is likely to be the next big thing for services in this decade. The industry is very diverse, with several sub-segments, each displaying its own unique characteristics. The retail players need to be excellent in every facet of operations as the market is highly competitive at every level and redefining itself every day. It is mainly a service oriented industry so employee’s especially frontline sales people who do have a major role in customers purchasing decision are the key people to its success. Now – adays the main USP of any industry especially service industry is satisfied customer. The main focus of this research is to determine the department store service effectiveness. This is achieved by means of assessment of the customer expectation and customer perception of the service effectiveness rendered by frontline sales personnel. For the purpose of the conduction of the study both primary and secondary data was used. The questionnaire used for primary data coll...
Objective: Since December 2019, the COVID-19 pandemic has posed a considerable threat with its as... more Objective: Since December 2019, the COVID-19 pandemic has posed a considerable threat with its associated high mortality, infection, and hazard of physical, mental, emotional, financial, and spiritual stress (WHO, 2020). A large number of students are affected due to a chronic break from classroom academic activities, the pressure of being hired for an internship or final placement and staying at home. The main focus of this learning is to know the stressors of graduate and post-graduate Indian students and their major hurdles during the COVID-19 lockdown. Further, the study aims to facilitate a proposed model of training, by combining 7 psychosocial variables of emotional resilience which might empower the students to cater to stressors and improve personal, academic, and professional effectiveness (Chen et.al, 2020; Horesh et.al, 2020) Methods: Using a convenience method, an internet survey of the 6-item COVID-19 Student Stress Questionnaire (CSSQ) (modified version Zurlo et.al, 2...
Recently there was headline in Wall street journal, 2018 stating close to 400 healthcare professi... more Recently there was headline in Wall street journal, 2018 stating close to 400 healthcare professionals a year are committing suicide. This headline is alarming and should get the immediate attention understanding the reasons for the suicides and then by means of creating support interventions to help healthcare professionals. It has been proved by research that following are 3 top reasons affecting mental and thus physical health of health care professionals: burnout, pressure and underdeveloped emotional intelligence. The burnout has an impact on around 40 percent of health care professionals in oncology field; pressure has impact on 31 percent of healthcare professionals in oncology field and 23 percent of health Care professionals approximately are facing issues due to underdeveloped emotional intelligence. This research paper focuses on investigating the Emotional intelligence factors among Health Care Professionals dealing with COVID 19 pandemic for effective relationship manag...
International Journal of Business & Economic Development, 2016
Rapid developments in the Indian Economy post-liberalization in 1991 have prompted institutions l... more Rapid developments in the Indian Economy post-liberalization in 1991 have prompted institutions like the World Bank to forecast that India would be the fourth largest economy in the world by 2020 (Budhwar and Bhatnagar, 2009). Following globalization this has attracted a large numbers of foreign investors and companies to India. HRM in India has evolved as a specialised function (Budhwar and Bhatnagar, 2009). According to Budhwar and Bhatnagar, 2009 India had a long history of labour legislation and industrial relations and there are many challenges to the HRM systems in India, due to the diverse nature of India's society which is marked by regional, sectoral, socio-cultural and political variation. In such a climate it is extremely difficult to have a uniform HR system. According to Wheatherly and Tansik (1993) employees have to deal with the demands from superiors as well as the needs and wishes of customers. Because of such a boundary spanning role, the retail frontline employees are in dilemma whether to customize the retail services as per customers needs or to obey the organizational guidelines and procedures (Bitner, 1990). This dilemma often leads to job role stress. There are different types of job role stress (Pareek, 1993) of these the research under study deals with the two job role stressors prominent in retail industry job role conflict and job role ambiguity ( Kahn et.al, 1964). According to Heskett et al. (2003) front line employee's behavior and perception affects the customer satisfaction and intent of buying behavior which in turn have impact on service productivity. There have been many studies conducted on job role stress and its impact on employee job performance but hardly any with respect to organized Indian retail sector.In the prior research studies it can be noted that employee point of view is hardly taken into consideration. Hence as an attempt to fill in this gap the research focuses on understanding how job role stressors (role conflict & role ambiguity) have signifi [...]
Purpose: A need has arrived for the airline industry to go beyond offering price discounts, tour ... more Purpose: A need has arrived for the airline industry to go beyond offering price discounts, tour packages and air miles to enhance customer experience. The research paper attempts to gain insight in how different customer delight strategies can be implemented by the airline industry to survive in the highly competitive global market'. Currently airline industry's customization is starting and ending at the booking platform (mobile/app/website/travel agent) and food preferences. As a result of advent in information, technology and communication customers are hoarded with public relations and marketing messages', social media advertisements and continuous repetitive mails. Time has come to go beyond the customer expectations and delight the tech savvy customers with the unexpected service excellence to gain and retain customer loyalty. Methodology: For this purpose a survey was carried out among customers who are frequent flyers of airlines in Mumbai catering to domestic a...
The advent of globalization, workforce mobility, and international projects are generating demand... more The advent of globalization, workforce mobility, and international projects are generating demands for culturally proficient individuals and post pandemic there is scope of creating awareness of diversity & inclusion across globe using technology. Education, training, and development of these employees begin in the webroom now (Van Dyne, Ang, Livermore, 2010). Diversity and inclusion efforts tussle since they often attempt to find a one-size-fits-all solution to eradicating bias. The Human Library is making an influence, because their approach is personalized to each individual’s own biases and prejudices. They’re tackling diversity and inclusion one person at a time and now with advent of technology they can do it on a large scale and see the benefits. The main drive of this paper is to examine whether the education system plays an important role in developing an individual with an open outlook without any discrimination, stereotypes, and prejudice and the important use of the huma...
Objective: Since December 2019, the COVID-19 pandemic has posed a considerable threat with its as... more Objective: Since December 2019, the COVID-19 pandemic has posed a considerable threat with its associated high mortality, infection, and hazard of physical, mental, emotional, financial, and spiritual stress (WHO, 2020). A large number of students are affected due to a chronic break from classroom academic activities, the pressure of being hired for an internship or final placement and staying at home. The main focus of this learning is to know the stressors of graduate and post-graduate Indian students and their major hurdles during the COVID-19 lockdown. Further, the study aims to facilitate a proposed model of training, by combining 7 psychosocial variables of emotional resilience which might empower the students to cater to stressors and improve personal, academic, and professional effectiveness (Chen et.al, 2020; Horesh et.al, 2020) Methods: Using a convenience method, an internet survey of the 6-item COVID-19 Student Stress Questionnaire (CSSQ) (modified version Zurlo et.al, 2...
Retail Industry is likely to be the next big thing for services in this decade. The industry is v... more Retail Industry is likely to be the next big thing for services in this decade. The industry is very diverse, with several sub-segments, each displaying its own unique characteristics. The retail players need to be excellent in every facet of operations as the market is highly competitive at every level and redefining itself every day. It is mainly a service oriented industry so employee’s especially frontline sales people who do have a major role in customers purchasing decision are the key people to its success. Now – adays the main USP of any industry especially service industry is satisfied customer. The main focus of this research is to determine the department store service effectiveness. This is achieved by means of assessment of the customer expectation and customer perception of the service effectiveness rendered by frontline sales personnel. For the purpose of the conduction of the study both primary and secondary data was used. The questionnaire used for primary data coll...
Objective: Since December 2019, the COVID-19 pandemic has posed a considerable threat with its as... more Objective: Since December 2019, the COVID-19 pandemic has posed a considerable threat with its associated high mortality, infection, and hazard of physical, mental, emotional, financial, and spiritual stress (WHO, 2020). A large number of students are affected due to a chronic break from classroom academic activities, the pressure of being hired for an internship or final placement and staying at home. The main focus of this learning is to know the stressors of graduate and post-graduate Indian students and their major hurdles during the COVID-19 lockdown. Further, the study aims to facilitate a proposed model of training, by combining 7 psychosocial variables of emotional resilience which might empower the students to cater to stressors and improve personal, academic, and professional effectiveness (Chen et.al, 2020; Horesh et.al, 2020) Methods: Using a convenience method, an internet survey of the 6-item COVID-19 Student Stress Questionnaire (CSSQ) (modified version Zurlo et.al, 2...
Recently there was headline in Wall street journal, 2018 stating close to 400 healthcare professi... more Recently there was headline in Wall street journal, 2018 stating close to 400 healthcare professionals a year are committing suicide. This headline is alarming and should get the immediate attention understanding the reasons for the suicides and then by means of creating support interventions to help healthcare professionals. It has been proved by research that following are 3 top reasons affecting mental and thus physical health of health care professionals: burnout, pressure and underdeveloped emotional intelligence. The burnout has an impact on around 40 percent of health care professionals in oncology field; pressure has impact on 31 percent of healthcare professionals in oncology field and 23 percent of health Care professionals approximately are facing issues due to underdeveloped emotional intelligence. This research paper focuses on investigating the Emotional intelligence factors among Health Care Professionals dealing with COVID 19 pandemic for effective relationship manag...
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