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Present research analyzes and evaluates the impact of e-resources usage factors (training modes, awareness, influencers, utilitarian benefits and ease of use) towards satisfaction and intention to use these e-resources.

The data for present study were collected from postgraduate students of Delhi (India) and 248 valid responses were received through the survey. After reliability and validity tests, structural relationships between variables were studied.

The present study revealed that all five factors significantly affected satisfaction and intention to use e-resources. However, influencers were found to have the highest impact on satisfaction and intention to use e-resources.

The present study is a maiden attempt to explore the impact of e-resources usage factors on satisfaction and intention to use by postgraduate students at management schools in Delhi, India.

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.

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

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.

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

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.

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.

In this chapter, we draw on social science theoretical and empirical literatures to discuss the factors that influence buying and using an electric vehicle (EV), as well as how adopting an EV can impact on other travel choices or broader sustainability behaviours. We provide an overview of theories of technology adoption, which expose the interplay of individual, technological, and societal factors that dictate how rapidly a technology will spread throughout society. From the empirical literature, we show that far from being a purely economic or pragmatic decision, choosing an EV is also deeply grounded in social, moral and personality factors, such as self-presentation, norms and values, and appetite for risking the novel. Furthermore, since running an EV is not the same as running an internal combustion engine vehicle (ICEV), we explore how adopters adjust their behaviour to the technology, and also how EV ownership may trigger or undermine broader shifts in lifestyle required to achieve climate change and other sustainability goals. We therefore provide a critical reflection on the drivers, barriers, and behavioural implications of choosing an EV.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

In the last 10 years, India has amended its laws dealing with sexual offences against women with the changes ranging from increasing terms of imprisonment for the offence of rape to state-funded compensation schemes for women and child victims. In this regard, challenges persist for the agencies of the criminal justice system in India especially the courts to realise the vision of restorative justice as these forums have to navigate the relevant statutory provisions and binding precedents. This chapter seeks to analyse the challenges faced by courts in proper reintegration of victims and offenders of sexual offences, the institutional responses of the courts and suggests reforms to the criminal justice system in India in consonance with the principles of restorative justice acknowledged in the restorative justice movement in the international discourse.

The purpose of this paper is to identify potential constraints and determine the constraint structure in a steel manufacturing plant. “Potential constraint” is defined as a factor that is either a constraint at present or can become one in the future and “constraint structure” is used to denote the network of influences between the potential constraints in an organization.

A three-step methodology was followed. First, potential constraints in a steel manufacturing plant were identified with a literature review and expert inputs. Then, the fuzzy decision-making trial and evaluation laboratory (fuzzy DEMATEL) technique was applied to uncover the structure and finally, an ex-post validation and refinement of the results was done with help from other experts.

A total of 10 key potential constraints to steel manufacturing were identified. The two outputs of fuzzy DEMATEL – the influence scatter plot (ISP) and the influence network diagram (IND) – together reveal the constraint structure. The 10 potential constraints could be classified into three types – influencers, mediators and influenced – respectively. Of these “Top management commitment (TMC)” and “Clear vision and long-term planning (CLP)” influence other factors the most, and are themselves influenced the least; while “Customer Relationship Management (CRM)” is most influenced by other factors, while influencing other factors the least.

Potential constraints and the constraint structure can help decision makers in a steel manufacturing plant to identify which organizational factors to address and achieving the plant's goals.

This is the first study that analyzed organizational level constraints in a steel manufacturing context.

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.

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

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.

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

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.

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.

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.

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

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.

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.

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.

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CSS 6: Human Resource Management.