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Article
Publication date: 8 December 2020

Satwik Upadhyay, Rayees Farooq and Nachiketa Tripathi

This case describes the vulnerability of the Indian aviation sector by highlighting the fall of Jet Airways from one of the biggest airlines in India to bankruptcy. The…

Abstract

Purpose

This case describes the vulnerability of the Indian aviation sector by highlighting the fall of Jet Airways from one of the biggest airlines in India to bankruptcy. The present case discusses the role of Jet Airways' leadership in managing the external threats that affect aviation business in India.

Design/methodology/approach

The present case is built on data collected from secondary sources, including publicly available information about the company, journals, websites, newspapers and reports.

Findings

The case reports findings of how hubris-driven strategic decisions and insecurity of the leader in losing control of the company, led to the grounding of one of the major airline companies in the Indian aviation industry.

Originality/value

The present case study provides valuable insights into the aviation industry in India, focusing on the threats to the aviation business. The case is useful to other airline companies and the aviation business community in dealing with external threats to business and issues of leadership dysfunction.

Details

Journal of Advances in Management Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0972-7981

Keywords

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Article
Publication date: 28 October 2008

Rajindar K. Koshal, Ashok K. Gupta, Anita Goyal and Vimal Navin Choudhary

Acquiring economic literacy is not only important so that citizens may hold politicians accountable, ensuring a vibrant and effective democratic system, it is also…

Abstract

Acquiring economic literacy is not only important so that citizens may hold politicians accountable, ensuring a vibrant and effective democratic system, it is also necessary for business managers in order to attain effective organizational performance and compete in the complex global markets. Using a sample of 494 students, this study assesses the economic literacy of Indian MBA students. Several areas of alarming deficiencies are observed. Factors that influence the level of economic literacy are also investigated.

Details

American Journal of Business, vol. 23 no. 2
Type: Research Article
ISSN: 1935-5181

Keywords

Content available
Article
Publication date: 15 March 2013

Anita Goyal and Moutusi Maity

Abstract

Details

Journal of Indian Business Research, vol. 5 no. 1
Type: Research Article
ISSN: 1755-4195

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Article
Publication date: 1 December 2004

Anita Goyal

Service products being intangible and experiential in nature are different to evaluate prior to purchase and consumption. Consumers perceive risk while purchasing services…

Abstract

Service products being intangible and experiential in nature are different to evaluate prior to purchase and consumption. Consumers perceive risk while purchasing services and rely on various information sources to make a purchase decision. In services, personal sources of information are considered more than non‐personal sources of information. The present study focuses on understanding the significance of supplementary services as nonpersonal source of information to consumers for pre‐purchase evaluation of credit card services. In other words, whether information regarding supplementary services can help consumers make pre‐purchase evaluation of credit cards. In addition to pre‐purchase evaluation, the impact of supplementary services is studied towards post‐purchase evaluation of credit card services. Supplementary services being a part of full service product offer by marketers can be utilised as a beneficial tool to create interest and developing awareness among consumers.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 16 no. 4
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 1 December 2005

Sanjeev Varshney and Anita Goyal

Movement of people from one retail trade area to another in search of better options and deals has been studied across the world owing to its large impact on trade flow…

Abstract

Movement of people from one retail trade area to another in search of better options and deals has been studied across the world owing to its large impact on trade flow. Studies have been done in various rural and urban settings. However, almost all except one fails to provide a comprehensive model of outshopping which has its own limitations with regard to its applicability’s across cultures and in various settings. Nonetheless findings from the literature provides necessary inputs to start studies in various other cultures and settings. Results are presented in form of various definitions, various types, methodologies used, factors identified (individual characteristics, market characteristics, product related variables and accessibility factors) and patterns across continents. Attempts have also been made to explain their applicability to Indian conditions along with various limitations and gaps.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 17 no. 4
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 15 March 2013

Russell W. Belk

Multinational companies (MNCs) entering developing markets face cultural, language, and other barriers to understanding consumers. Ethnographic consumer insights research…

Abstract

Purpose

Multinational companies (MNCs) entering developing markets face cultural, language, and other barriers to understanding consumers. Ethnographic consumer insights research offers the best means of understanding needed product innovations and adaptations for these markets. This paper aims to focus on these issues.

Design/methodology/approach

The paper emphasizes qualitative methods and gives examples of their successful application in developing markets.

Findings

Despite a wealth of quantitative consumer data from surveys, online data, and secondary data analysis, these methods cannot provide a culture‐sensitive understanding of local consumers. Anthropological approaches are best situated to do this.

Originality/value

While MNCs have global experience they can gain local experience by coming to see through the lens of qualitative consumer insights.

Details

Journal of Indian Business Research, vol. 5 no. 1
Type: Research Article
ISSN: 1755-4195

Keywords

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Article
Publication date: 20 February 2007

Anita Goyal and N.P. Singh

This paper seeks to estimate importance of various factors affecting the choice of fast food outlets by Indian young consumers.

Abstract

Purpose

This paper seeks to estimate importance of various factors affecting the choice of fast food outlets by Indian young consumers.

Design/methodology/approach

The study applies multivariate statistical tools to estimate importance of various factors affecting the choice of fast food outlets by Indian young consumers. In addition, the authors analysed the consumption patterns, impact of hygiene and nutritional values, and rating of various attributes of McDonald's and Nirula's.

Findings

Results indicate that the young Indian consumer has passion for visiting fast food outlets for fun and change but home food is their first choice. They feel homemade food is much better than food served at fast food outlets. They have the highest value for taste and quality (nutritional values) followed by ambience and hygiene. Three dimensions (service and delivery dimension, product dimension, and quality dimension) of fast food outlets' attributes are identified based on factor analysis results. The two fast food outlets' rating differs significantly on the seven attributes. McDonald's scores are higher on all attributes except “variety”. Further, consumers feel that fast food outlets must provide additional information on nutritional values and hygiene conditions inside kitchen.

Practical implications

Fast food providers need to focus on quality and variety of food besides other service parameters. There is need to communicate the information about hygiene and nutrition value of fast food which will help in building trust in the food provided by fast food players.

Originality/value

Estimates importance of various factors affecting the choice of fast food outlets by Indian young consumers.

Details

British Food Journal, vol. 109 no. 2
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 15 March 2013

Don E. Schultz

The purpose of this viewpoint is to raise the issue of the development of marketing communication in and for emerging markets.

Abstract

Purpose

The purpose of this viewpoint is to raise the issue of the development of marketing communication in and for emerging markets.

Design/methodology/approach

This is a conceptual piece which is not supported by formal research. It is based on existing literature and the experience of the author. Previous experience, writings, consulting and teaching are the primary base for the discussion. Suggestions and recommendations for further research and development are made.

Findings

This work suggests that present western models are inappropriate, therefore, it provides an alternative view and a new conceptual model. The model developed has been based on the needs and requirements of emerging markets and is presented and discussed.

Practical implications

This viewpoint provides practitioners with a new, practical way to consider and develop marketing communication programs in emerging markets. It also provides the academic community with a conceptual model which can be tested and refined over time. Thus, it serves a dual purpose: it provides a new, unique and relevant view of marketing communications in emerging markets and it also provides a platform for cooperative research among the academic and professional communities.

Social implications

The concept suggests that consumers now and will in the future control the impact and effect of all forms of marketing communication. There are substantial implications of this shift of marketplace power if the suppositions of the author are accurate.

Originality/value

This viewpoint builds on other research, writing and developmental work by the author. It is the synthesis of several years of research, teaching, consulting and discussion by the author in a number of emerging markets and economies.

Details

Journal of Indian Business Research, vol. 5 no. 1
Type: Research Article
ISSN: 1755-4195

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Article
Publication date: 14 June 2011

Ajith Paninchukunnath and Anita Goyal

This paper aims to uncover service worker behaviours and service setting facets contributing to satisfaction/dissatisfaction during critical service encounters in the…

Abstract

Purpose

This paper aims to uncover service worker behaviours and service setting facets contributing to satisfaction/dissatisfaction during critical service encounters in the context of interpersonal services in elaborate servicescape from consumers' perspectives.

Design/methodology/approach

The study used the method of critical incident technique (CIT). In total, 371 critical service encounters were investigated. Actual service experience, with any one of the eight prominent interpersonal services, was collected from adult service consumers living in the national capital region of India.

Findings

Dominant worker behaviours and setting facets contributing to satisfaction/dissatisfaction in critical service encounters are identified. Analysis of behaviours confirms behavioural categories suggested by previous research, i.e. recovery, adaptability, spontaneity, courteous, information sharing, connecting and identified one additional category, namely professional behaviour. Service setting facets are ambient condition, interior, exterior and other tangibles.

Research limitations/implications

Data were collected only from adult service consumers living in the national capital region of India (urban area) with a minimum education qualification of graduation. Initial encounters are not treated separately.

Practical implications

The identification of dominant behaviours and service setting facets in this research will help the managers to better manage and monitor service encounters leading to more satisfied customers.

Originality/value

This is a pioneer empirical work which investigated the various employee behaviours and service setting facets that have resulted in consumers' satisfying/dissatisfying service experiences in the context of interpersonal services with elaborate servicescapes. This study has also identified one additional category of service worker behaviour and developed a reliable classification scheme, to analyze critical service encounters, which may be of use to future researchers.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 23 no. 3
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 15 March 2013

Harsandaldeep Kaur and Harmeen Soch

Identifying the loyalty drivers to cell phone operators is extremely important in today's competitive environment. Consensus is absent in the marketing literature on how…

Abstract

Purpose

Identifying the loyalty drivers to cell phone operators is extremely important in today's competitive environment. Consensus is absent in the marketing literature on how loyalty should be conceptualized and measured in the service industry. The purpose of this study is to test an integrative model to examine the relations among customer satisfaction, trust, commitment, corporate image, attitudinal loyalty and behavioural loyalty. It also aims to examine the mediating roles of commitment and corporate image on causal relationships between trust and loyalty.

Design/methodology/approach

Data collection was done in two stages: in the first stage in which the primary purpose of analysis was pre‐testing, the authors collected data from 250 respondents. In the second stage, data were obtained from 855 mobile phone users in India via questionnaire. The data were analysed by structural equation modelling (SEM) in order to test all the relationships between variables in the model.

Findings

The findings supported the proposed hypotheses, which are consistent with the theoretical framework. Analysis showed that corporate image is an important determinant of attitudinal loyalty.

Research limitations/implications

In order to generalize the findings, the proposed model should be studied in different service industries. This research does not examine the interaction effects between customer satisfaction and trust. Future researchers can test these interaction effects and study its impact on development of behavioural and attitudinal loyalty. The proposed model should be tested using a longitudinal research design.

Practical implications

Firms should focus both on attitudinal and behavioural loyalty to create truly loyal customers. A defensive marketing strategy is important for the highly competitive and maturing mobile telecommunications service market. Mobile phone companies should develop and reinforce marketing strategies focusing on factors (satisfaction, commitment, trust and corporate image) which have the greatest influence on retention.

Originality/value

This paper examines the mediating roles of commitment and corporate image in the formation of customer loyalty.

Details

Journal of Indian Business Research, vol. 5 no. 1
Type: Research Article
ISSN: 1755-4195

Keywords

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