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Article
Publication date: 27 June 2019

Nikunj Kumar Jain, Alok Kumar Singh and Kapil Kaushik

The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the…

Abstract

Purpose

The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience on customer service satisfaction. The impact of service satisfaction and brand trust on word of mouth (WOM) is also explored, and the study assesses the mediating effect of customer service satisfaction on the relationship between service quality and WOM.

Design/methodology/approach

Data from a questionnaire-based survey of 259 users of automobile maintenance and repair centres were analysed using covariance-based structural equation modelling.

Findings

The findings indicate that service quality dimensions (reliability, responsiveness and empathy), perceived service fairness and convenience are positively associated with customer service satisfaction, and that service satisfaction and trust positively influence WOM. The findings support the mediating effect of service satisfaction on the relationship between reliability and responsiveness and WOM.

Research limitations/implications

The study’s main limitation is the cross-sectional design, which limits the generalisability of the findings.

Practical implications

To ensure customer satisfaction and generate trust and WOM, automobile maintenance and repair service centres should improve reliability, responsiveness and empathy, as well as perceived service fairness and convenience.

Originality/value

The study demonstrates that the reliability and responsiveness dimensions of service quality are the most significant predictors of customer service satisfaction in the automobile maintenance and repair industry.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 1
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 3 May 2016

Alok Kumar Singh

The purpose of this paper is to measure competitive service quality (SQ) performances of domestic full service airlines in India by providing a framework based on analytic…

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Abstract

Purpose

The purpose of this paper is to measure competitive service quality (SQ) performances of domestic full service airlines in India by providing a framework based on analytic hierarchy process (AHP), in order to benchmark their SQ thus, enhancing competitiveness and gaining competitive advantage.

Design/methodology/approach

The present study has used the AHP methodology to benchmark the SQ of airlines in India. Subsequently, competitive SQ gap analysis is performed to evaluate and compare strength and weakness of focal firm (Airline “B”) against its competitors.

Findings

In this research work, total of 23 SQ attributes and five dimensions have been identified based on extensive literature review, focus group brainstorming and experts opinion from the Indian airline industry. The study reveals that air travelers rate assurance as the most important criteria and safety as the most important sub criteria followed by on time performance, performing the services right, the first time and remedial process for delayed or missing baggage. Furthermore, based on AHP methodology, the result shows that Airline “A” has emerged as a market leader and is considered as a benchmark airline.

Practical implications

This framework will help airline management and policy makers to identify area of service improvements and identify SQ gaps with respect to the benchmark airline. This will help in formulating suitable competitive strategies for SQ improvements, thus gaining competitive advantage.

Originality/value

In this research work, AHP-based SQ framework have been applied in Indian domestic aviation industry for competitive SQ benchmarking which is a novel contribution, thus widening the existing knowledge base in aviation SQ literature.

Details

Benchmarking: An International Journal, vol. 23 no. 4
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 8 March 2013

Alok Kumar Singh and Sushil

The purpose of this paper is to identify and analyze the interactions among different enablers of total quality management (TQM) and its outcome variables in service…

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Abstract

Purpose

The purpose of this paper is to identify and analyze the interactions among different enablers of total quality management (TQM) and its outcome variables in service sector specific to Indian domestic airline industry. No study has been done regarding the implementation of TQM in Indian domestic aviation sector. To fill this gap interpretive structural modeling (ISM) and total interpretive structural modeling (TISM) based quality framework model has been developed to understand the mutual interactions among the variables and to identify the driving and dependence power of these variables.

Design/methodology/approach

An ISM and TISM based approach have been used to study and analyze the interactions between identified variables.

Findings

In this research work, a total of 14 variables have been identified based on extensive literature review, brainstorming and experts opining from the Indian airline industry and academia. The result showed that top management commitment, training, continuous improvement, benchmarking, employee involvement and commitment have strong driving power and weak dependence power and are at the lowest level in hierarchy in the ISM and TISM model, while the outcome variables of TQM have low driving power but have high dependence power.

Practical implications

Top management must stress on variables having strong driving power for efficient implementation of TQM. By implementation of TISM model in the Indian airline industry, organizations would become more productive, competitive and would eventually become more profitable.

Originality/value

In this research work, ISM and TISM based quality framework structural model have been proposed for Indian domestic aviation industry which is a new effort in the area of TQM implementation in this sector.

Details

International Journal of Productivity and Performance Management, vol. 62 no. 3
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 3 August 2015

Alok Kumar Singh

The purpose of this paper is to examine the interrelationships among the extracted constructs of airline service quality (SQ), perceived image, perceived value, passenger…

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Abstract

Purpose

The purpose of this paper is to examine the interrelationships among the extracted constructs of airline service quality (SQ), perceived image, perceived value, passenger satisfaction and their influence on passengers’ future behavioral intentions in the domestic aviation sector market in Indian context.

Design/methodology/approach

A conceptual framework is developed based on previous studies. In order to address a lack of comprehensive evaluation of airline SQ, this study extracted the dimensions of airline SQ and used them in the structural model. The conceptual model is tested using structural equation modeling approach using maximum likelihood estimation technique. A sample of 526 domestic full-service passengers was used to test the hypothesized relationships among the constructs.

Findings

Out of the three dimensions of airline SQ extracted, convenience and promptness with reliability dimension of SQ was having a direct influence on perceived image, perceived value and passenger satisfaction which in turn influence BI. The findings of this study indicate the passenger evaluation process flows from perceived image to satisfaction via passenger perceived value and not directly from perceived image to passenger satisfaction. Only passengers’ satisfaction was found to have a direct influence on passengers’ future BI.

Originality/value

This study modified SERVPERF instrument for airline settings and empirically validated the instrument using data from Indian domestic passengers. This research adds to the body of knowledge by providing a conceptual framework which gives an empirical insight into the interrelationship among the constructs of airline SQ, perceived image, perceived value, passenger satisfaction and its effects on passenger’s future BI. The conceptual model developed and tested in this paper will act as a reference in forming suitable marketing strategies for airline’s competitive advantage.

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Article
Publication date: 4 December 2020

Lata Bajpai Singh, Alok Kumar and Shalini Srivastava

This paper aims to assess the relationship between academic burnout-student engagement relationships on management students of the Delhi-NCR region of Northern India. It…

Abstract

Purpose

This paper aims to assess the relationship between academic burnout-student engagement relationships on management students of the Delhi-NCR region of Northern India. It further attempts to study the moderating impact of internal locus of control and mediating impact of loneliness on the academic burnout-student engagement relationship.

Design/methodology/approach

The data was collected using standardized instruments from 264 respondents. Descriptive statistics, correlation and moderated-mediated regression analysis were used to test the hypotheses.

Findings

The study found a negative association between student engagement and academic burnout and loneliness. A positive association between academic burnout and loneliness and a moderating impact of internal locus of control on academic burnout and student engagement relationship. Loneliness acted as a partial mediator for the moderated relationship between the academic burnout-student engagement relationship.

Research limitations/implications

Sample size and sampling units are the limitations of the study.

Practical implications

The conclusion of the presented study offers different inferences including validating the self-determination theory (Ryan and Deci, 2000) and possible courses of actions to be taken by academic institutions and students themselves. It ranges from careful investigation of student’s behaviors, design and implements collaborative projects along with student’s involvement in social networking based groups for collaborations and help.

Social implications

With the help of the study, the society including parents, family, friends, officials and academicians at educational institutions can offer useful insights to students through recreational and social activities for behavior modifications.

Originality/value

The major contribution of the study is to understand the psyche of the budding professionals perceiving increased stress and pressure. Limited studies are found in the Indian context and no studies in the past have used the study variables together. Internal locus of control as a personality variable has not been studied with respect to student’s burnout and engagement. Furthermore, none of the studies done in the past have deliberated upon loneliness with respect to the student community.

Details

Journal of International Education in Business, vol. 14 no. 2
Type: Research Article
ISSN: 2046-469X

Keywords

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Case study
Publication date: 20 June 2018

Nikunj Kumar Jain, Subhashis Sinha and N.S. Iyer

Human Resources Management (HRM), Industrial Relations and Strategic Management.

Abstract

Subject area

Human Resources Management (HRM), Industrial Relations and Strategic Management.

Study level/applicability

Post-graduate students or executive post-graduate students, Core course in Human resources Management (HRM), Industrial Relations or Strategic Management or in elective courses in Industrial Relations and Strategic HRM.

Case overview

The Personnel manager of Asian Paints Ltd., Cuddalore (Tamil Nadu) factory, found himself in a Catch 22 situation when a Union leader of the manufacturing unit refused to work. The Union leader had been transferred from the Quality Assurance department to the Production department. The case describes the sequence of events and the backdrop in which the aforementioned situation had unfolded. Given the circumstances that prevailed in the factory, the personnel manager’s decision was likely to have significant impact on the factory’s output.

Expected learning outcomes

The student will be able to understand the industrial relations/Union issues in a company and the role of different stakeholders, namely, management, Union, workmen and the government in a conflict scenario. The student will learn the application of principles of natural justice and will be able to evaluate the Industrial Relations (IR) strategy adopted by the organizations to prevent labor unrest at the workplace. The student will understand the impact of critical management decisions on the organization’s performance in an uncertain global environment.

Supplementary materials

Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

Subject code

CSS 6: Human Resource Management.

Details

Emerald Emerging Markets Case Studies, vol. 8 no. 2
Type: Case Study
ISSN: 2045-0621

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Article
Publication date: 14 August 2020

Vaithiyanathan D., Megha Singh Kurmi, Alok Kumar Mishra and Britto Pari J.

In complementary metal-oxide-semiconductor (CMOS) logic circuits, there is a direct square proportion of supply voltage on dynamic power. If the supply voltage is high…

Abstract

Purpose

In complementary metal-oxide-semiconductor (CMOS) logic circuits, there is a direct square proportion of supply voltage on dynamic power. If the supply voltage is high, then more amount of energy will be consumed. Therefore, if a low voltage supply is used, then dynamic power will also be reduced. In a mixed signal circuit, there can be a situation when lower voltage circuitry has to drive large voltage circuitry. In such a case, P-type metal-oxide-semiconductor of high-voltage circuitry may not be switched off completely by applying a low voltage as input. Therefore, there is a need for level shifter where low-voltage and high-voltage circuits are connected. In this paper the multi-scaling voltage level shifter is presented which overcomes the contention problems and suitable for low-power applications.

Design/methodology/approach

The voltage level shifter circuit is essential for digital and analog circuits in the on-chip integrated circuits. The modified voltage level shifter and reported energy-efficient voltage level shifter have been optimally designed to be functional in all process voltage and temperature corners for VDDH = 5V, VDDL = 2V and the input frequency of 5 MHz. The modified voltage level shifter and reported shifter circuits are implemented using Cadence Virtuoso at 90 nm CMOS technology and the comparison is made based on speed and power consumed by the circuit.

Findings

The voltage level shifter circuit discussed in this paper removes the contention problem that is present in conventional voltage level shifter. Moreover, it has the capability for up and down conversion and reduced power and delay as compared to conventional voltage level shifter. The efficiency of the circuit is improved in two ways, first, the current of the pull-up device is reduced and second, the strength of the pull-down device is increased.

Originality/value

The modified level shifter is faster for switching low input voltage to high output voltage and also high input voltage to low output voltage. The average power consumption for the multi-scaling voltage level shifter is 259.445 µW. The power consumption is very less in this technique and it is best suitable for low-power applications.

Details

World Journal of Engineering, vol. 17 no. 6
Type: Research Article
ISSN: 1708-5284

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Article
Publication date: 17 June 2021

Alok Kumar Mishra, Vaithiyanathan D., Yogesh Pal and Baljit Kaur

This work is proposed for low power energy-efficient applications like laptops, mobile phones, and palmtops. In this study, P-channel metal–oxide–semiconductor (PMOS)’s…

Abstract

Purpose

This work is proposed for low power energy-efficient applications like laptops, mobile phones, and palmtops. In this study, P-channel metal–oxide–semiconductor (PMOS)’s are used as access transistor in 7 transistors (7 T) Static Random Access Memory (SRAM) cell, and the theoretical Static Noise Margin (SNM) analysis for the proposed cell is also performed. A cell is designed using 7 T which consists of 4 PMOS and 3 NMOS. In this paper write and hold SNM is addressed and read SNM is also calculated for the proposed 7 T SRAM cell.

Design/methodology/approach

The authors have replaced N-channel metal–oxide–semiconductor (NMOS) access transistors with the PMOS access transistors, which results in proper data line recovery and provides the desired coupling. An error is likely to occur, if the read operation is performed too often probably by using the NMOS pass gate. It results in an improper recovery of the data line. Instead, by using PMOS as a pass gate, the time required for read operation can be brought down. As we know the mobility (µ) of the PMOS transistor is low, so the authors have used this property into the proposed design. When a low signal is applied to its control gate, the PMOS transistor come up with the desired coupling, when working as a pass gate.

Findings

Feedback switched transistor is used in the proposed circuit, which plays an important role in the write operation. This transistor is in OFF state and PMOS’s work as access transistor, when the proposed cell operating in read mode. This helps in the reduction of power. This work is simulated using UMC 40 nm technology node in the cadence virtuoso environment. The simulated result shows that, write power saving of 51.54% and 61.17%, hold power saving of 25.68% and 48.93% when compared with reported 7 T and 6 T, respectively.

Originality/value

The proposed 7 T SRAM cell provides proper data line recovery at a lower voltage when PMOS works as the access transistor. Power consumption is very less in this technique and it is best suitable for low power applications.

Details

Circuit World, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0305-6120

Keywords

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Book part
Publication date: 1 February 2007

Ruth N. Bolton and Crina O. Tarasi

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-7656-1306-6

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Article
Publication date: 11 November 2019

Alok Mishra and Amrita Poonia

This paper aims to review the recent advances in processing and utilization of Madhuca longifolia flowers to address its potential as an industrial ingredient.

Abstract

Purpose

This paper aims to review the recent advances in processing and utilization of Madhuca longifolia flowers to address its potential as an industrial ingredient.

Design/methodology/approach

The paper analyzes the harvesting practices of flowers and recent works on the value addition.

Findings

Mahua flowers are rich source of natural sugars (glucose, fructose, sucrose, etc.) and hence are deliberately used for liquor production by tribal besides various food products, namely, Mahua ladoo, barfi, kheer, sweet puri and as grain staple. Mahuain medicine has been curing people since ages such as in rakhtpitta, diarrhoea and skin diseases and as aphrodisiac, galactagogue, carminative, antihelmenthic, antibacterial and antioxidant. Mahua candy, cake, ready to serve beverages, toffee, squash, ladoo, bars, etc. have been developed as value-added products. However, such a wonderful nature’s gift remains underused due to post harvest spoilage.

Practical implications

Improvement in storage facilities and processing of flowers after harvesting and drying will lead to enhanced availability of flowers for industrial purposes for food, feed and fodder. More value-added products can be prepared by the preparation of flower-juice concentrate, as well as efforts are made to produce powder from the flowers.

Originality/value

Post-harvest spoilage of Mahua flowers due to improper collection and handling practices, and filthy storage conditions is the major limitation of Mahua flowers to be used as a potential industrial ingredient. An improvement in collection, handling and pre-processing practices can diversify its use from liquor production to various value-added and functional food products at an industrial scale.

Details

Nutrition & Food Science , vol. 49 no. 6
Type: Research Article
ISSN: 0034-6659

Keywords

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