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1 – 10 of 103
Article
Publication date: 9 May 2019

Ekta Duggal and Harsh V. Verma

Cool has been studied mostly in consumer samples drawn from Western countries. This study was inspired by paucity of literature on “cool” in an Indian context. There is…

Abstract

Purpose

Cool has been studied mostly in consumer samples drawn from Western countries. This study was inspired by paucity of literature on “cool” in an Indian context. There is certainty that “cool” adds value and bestows desirability but there is uncertainty about what “cool” means. Since “cool” is a cultural phenomenon, the purpose of this paper is to explore its meaning in the Indian context.

Design/methodology/approach

The data were obtained on an open-ended questionnaire followed by depth probes on a sample of young consumers. The obtained scripts were coded and classified into semantic categories based on the grounded theory.

Findings

The study found that cool is indicated by seven facets, including being oneself, living life to the fullest, sense of humor and socially networked, and calm disposition. Unlike Western notions, in India, cool is not being deviant and hedonistic. The cultural and religious imprints are palpable in what is construed as cool in India.

Research limitations/implications

Transplanting the Western notions of cool for brand building is likely to be a risky proposition. It may not resonate with the inner cords of the Indian youth. The implication of this study is that it reveals possible ways in which cool can be incorporated in brand identity.

Practical implications

Cool is valued because it bestows distinction in subtle ways. Brands can gain traction among consumers by incorporating cool symbolism in their identity.

Originality/value

This study expands the understanding of cool in the context of an emerging market. This is one of the first studies to have probed the concept of “cool” in India.

Details

South Asian Journal of Business Studies, vol. 8 no. 2
Type: Research Article
ISSN: 2398-628X

Keywords

Article
Publication date: 30 September 2019

Sharad Gupta and Harsh V. Verma

The purpose of this paper is to investigate the effect of mindfulness meditation sessions on students of higher education in terms of their mindfulness, mindful…

1149

Abstract

Purpose

The purpose of this paper is to investigate the effect of mindfulness meditation sessions on students of higher education in terms of their mindfulness, mindful consumption behavior and life satisfaction.

Design/methodology/approach

Participants of research were higher education students. The research included two studies. The first (screener) study endorsed that mindfulness was higher in students with higher mindfulness meditation frequency. The second study used difference-in-differences experimental design using a treatment and a control group. These groups participated in pre and post-treatment surveys. The treatment was given as guided short mindfulness meditation sessions as suggested by mindfulness guru – Dr Jon Kabat-Zinn. The treatment group received these sessions at the end of regular subject classes for two months.

Findings

The experiment revealed that mindfulness, mindful consumption and life satisfaction change significantly in the treatment group after treatment as compared to the control group.

Research limitations/implications

Limitations of the study included sample size and attrition. In total, 149 students participated in the screener study. In total, 94 students were given pre-treatment survey as per research design and 80 participated in post-treatment survey.

Practical implications

This experiment demonstrated that important traits and behavior like life satisfaction and mindful consumption behavior of higher education students can be improved significantly. The effectiveness of guided short mindfulness sessions, conducted in the classroom environment, was also confirmed.

Social implications

The inclusion of mindfulness in the regular curriculum by policy makers would benefit students, faculty members and overall quality of learning environment.

Originality/value

Though previous researches have separately investigated relationships of mindfulness with life satisfaction, there is a lack of research to show association of mindfulness, mindful consumption and life satisfaction.

Details

Journal of Applied Research in Higher Education, vol. 12 no. 3
Type: Research Article
ISSN: 2050-7003

Keywords

Article
Publication date: 5 July 2022

Harleen Kaur and Harsh V. Verma

The study aims to synthesize the state of research on pride in consumer behaviour and marketing. Specifically, this study aims to understand the emergent themes of…

Abstract

Purpose

The study aims to synthesize the state of research on pride in consumer behaviour and marketing. Specifically, this study aims to understand the emergent themes of literature, the key theories, analytical techniques and methodologies used, as well as key variables associated with pride in consumer behaviour and marketing.

Design/methodology/approach

Using a systematic literature review process, the study analyses 59 research articles and structures its findings by using the theory–context–characteristics–methodology framework.

Findings

The review proposes a taxonomical classification of the multiple conceptualizations of pride. It identifies that the phenomenon and regulation of pride is explained using theories from psychological self-related research. Pride has been experienced in sustainable, advertising, luxury and digital consumption contexts. Reviewed articles showed an over-reliance on the quantitative methodology and the experimental method. The review identifies that pride is associated with positive outcomes and has considerable influence on consumer behaviour. Building on this analysis, 12 research questions are developed to encourage future research.

Originality/value

To the best of the authors’ knowledge, this study is the first structured review on the emotion of pride in the domains of consumer behaviour and marketing.

Details

Management Research Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2040-8269

Keywords

Article
Publication date: 1 June 2020

Ragini Bhati and Harsh V. Verma

The purpose of this paper is to find out the antecedents of customer brand advocacy (CBA) on the basis of synthesis of the CBA literature. A summarisation of the results…

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Abstract

Purpose

The purpose of this paper is to find out the antecedents of customer brand advocacy (CBA) on the basis of synthesis of the CBA literature. A summarisation of the results of the empirical CBA studies containing CBA as a measured variable is carried out. The antecedents’ strengths of association with CBA are compared.

Design/methodology/approach

The literature is synthesised using the technique of meta-analysis (Hedges and Olkin, 1985). A total of 63 empirical research papers containing 66 data sets, published between 1988 and 2019, are analysed. For each antecedent – CBA relationship, the statistics calculated include point estimate of the reliability adjusted correlation coefficient (ρ), 95% confidence interval of the computed effect size, Cochran’s Q statistic and fail safe-N. The effect of study context as a possible moderator is assessed.

Findings

The major antecedents of CBA, identified in the study, are categorised into personal factor (opinion leadership), relational factors (brand trust, customer satisfaction, brand identification, customer-based brand equity, affective commitment and normative commitment) and social factor (normative influence). Significant heterogeneity was found across studies for the paired relationships, pointing towards the presence of theoretical and/or methodological moderators.

Originality/value

The nascent CBA literature reports mixed findings. This creates confusion. This synthesis study contributes to the present body of knowledge of the concept of CBA. It is the only study that uses the technique of meta-analysis to the CBA literature.

Details

Journal of Research in Interactive Marketing, vol. 14 no. 2
Type: Research Article
ISSN: 2040-7122

Keywords

Article
Publication date: 9 August 2022

Niharika Gupta and Harsh V. Verma

Service failure and recovery encounters are often witnessed by other customers, but little is known about how these encounters impacts other customers. With an aim to…

Abstract

Purpose

Service failure and recovery encounters are often witnessed by other customers, but little is known about how these encounters impacts other customers. With an aim to bridge this gap, the purpose of the paper is to explore why and how service recovery directed at a focal customer impacts other customers who are present in the same service environment.

Design/methodology/approach

The paper follows a qualitative research methodology. Purposive sampling was used to collect data from 30 customers through semi-structured face-to-face interviews. The data was analysed using thematic analysis.

Findings

Findings of the study show that service recovery directed at a focal customer has an impact on other customers' fairness judgments, emotions, service quality perceptions and behaviour. Other customers' behavioural reactions in response to observed service recovery are driven by two different motives: self-interest and moral obligation. Observing customers' cautious behaviour and (re)purchase behaviour are found to be primarily driven by self-interest, whereas their helping behaviour, punishment behaviour and word-of-mouth behaviour are found to be driven by moral obligation.

Research limitations/implications

This study findings contribute to theory development on “other-oriented” effects of service recovery and provides valuable insights for effective management of service failures in the shared service environment.

Originality/value

This is the first study, which qualitatively explores the “other customers” perspective of service recovery in the context of shared servicescape.

Details

Asia-Pacific Journal of Business Administration, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-4323

Keywords

Article
Publication date: 1 November 2011

Jyoti Sikka Kainth and Harsh V. Verma

The purpose of this paper is to build on the Consumer Perceived Value (CPV) phenomenon by theoretically defining and empirically developing a Services Perceived Value…

1049

Abstract

Purpose

The purpose of this paper is to build on the Consumer Perceived Value (CPV) phenomenon by theoretically defining and empirically developing a Services Perceived Value Scale (SPERVAL) in the context of services industry.

Design/methodology/approach

The multidimensional SPERVAL scale relies upon exploratory research to identify “Value Indicators”. Given the constructs included in the proposed research model, it is quite clear that testing the model involves a study of consumers. Accordingly, this study is focused on consumers’ views and a blend of both quantitative and qualitative research methods were used. The study has used qualitative research as a starting point, using exploratory research methods of focus group discussions and interviews. The results generated from the research were quantitatively analyzed with descriptive research by using questionnaires as the instrument.

Findings

KMO and Bartlett's Test justified the use of factor analysis on the data. The reliability of the SPERVAL Scale was 92.629 per cent (Cronbach alpha), part 1=0.9046, part 2=0.8405 (split half) and the correlation between forms was 0.7511.

Research limitations/implications

Marketers can understand the psychology behind evaluation of consumption values in the context of services industry by way of CPV dimensions and drivers. Service providers can also use the research findings to build on their competitive advantage by developing core competencies in these areas. Limitations of scope with respect to sampling area and sample size existed.

Originality/value

The paper presents a new Consumer Perceived Value Scale in the context of service consumption.

Article
Publication date: 2 March 2015

Harsh V Verma and Ekta Duggal

Service quality is a perceptual construct that is likely to differ across industries, customer segments and markets. The purpose of this paper is to explore the construct…

Abstract

Purpose

Service quality is a perceptual construct that is likely to differ across industries, customer segments and markets. The purpose of this paper is to explore the construct of retail service quality in the Indian context, and identifies quality components as a precursor to developing a quality measure.

Design/methodology/approach

Initially, the construct comprehension was done using exploratory research involving customer depth probes and juxtaposing it with the available literature. After defining the broad contours of retail service quality and surface considerations, the study attempted to discover retail service quality dimensions by factor analyzing the collected data.

Findings

It was found that retail service quality construct is composed of seven critical dimensions – ambience and layout, salespeople, merchandise, convenience, services, prices and customer care.

Research limitations/implications

The specific quality component structure found in this study highlights the need for managers to prioritise their retail operation and marketing efforts in sync with the uncovered quality dimensions.

Originality/value

This paper explored the quality phenomenon in the Indian retail context using a bottom-up approach. This paper provides the much-needed insights to firms that are entering the Indian market on what the quality means and the components it is made up of.

Details

South Asian Journal of Global Business Research, vol. 4 no. 1
Type: Research Article
ISSN: 2045-4457

Keywords

Article
Publication date: 2 October 2017

Gaurav Goyal, Harsh Vardhan Samalia and Piyush Verma

The purpose of this paper is to identify and rank the contextual relationship among the quality management (QM) constructs for manufacturing and its related service…

Abstract

Purpose

The purpose of this paper is to identify and rank the contextual relationship among the quality management (QM) constructs for manufacturing and its related service organizations providing integrated value bundles, which has got limited research attention.

Design/methodology/approach

The QM constructs of manufacturing and services are selected by performing the citation analysis. Studies related to manufacturing and service are selected by reviewing their citations index in the three major research databases namely ProQuest, Scopus and Google Scholar. The subjective responses from both industry and academia are taken in order to gain better understanding of the contextual relationship among the QM constructs. Finally, an integrated model is proposed using Micmac analysis and Interpretive Structural Modeling (ISM).

Findings

The citation analysis lead to identification of 12 QM constructs: top management commitment, supplier relationship management, human resource management, strategic focus, customer focus, quality of information sharing, process management, servicescape, employee involvement, service quality, supply chain flexibility and customer satisfaction. The expert opinions of executives in the automotive industry and academia resulted in the development of contextual relationships among the identified QM constructs for the development of an ISM model, which is a major contribution of this study.

Originality/value

The unique focus of this study is on analyzing the contextual relationship among QM aspects in manufacturing and services as clubbed offering. The researchers in the existing literature have so far differentiated between manufacturing and services but this study integrates the QM constructs for manufacturing and its associated services through expert feedback and proposes an ISM model.

Details

International Journal of Quality & Reliability Management, vol. 34 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 11 June 2018

Gaurav Goyal, Harsh Vardhan Samalia and Piyush Verma

The purpose of this paper is to investigate the mediating role of process simplification on the relationship between process integration and upstream supply chain…

Abstract

Purpose

The purpose of this paper is to investigate the mediating role of process simplification on the relationship between process integration and upstream supply chain flexibility in Indian automotive organizations.

Design/methodology/approach

The three-step mediation analysis was performed using SPSS macro PROCESS to assess the mediating role of process simplification on the relationship between process integration constructs: top management commitment and supplier relationship; and upstream supply chain flexibility.

Findings

The results indicate a complete mediation effect of process simplification between supplier relationship and upstream supply chain flexibility, while partial mediation effect is noticed between top management commitment and upstream supply chain flexibility.

Practical implications

For Indian automotive managers, the study suggests that for improving the upstream supply chain flexibility, organizations must have a strategy towards improving the simplification of supply chain processes by upgrading technology and providing training to their suppliers. This understanding will help the automotive managers to simplify their upstream supply chain processes for gaining competitive positioning and maximizing the organizational profit.

Originality/value

This study has considered the mediating role of process simplification (a relatively less studied variable) specifically in the context of its impact on upstream supply chain flexibility. Also, the presented study explores this role in the Indian automotive domain which further enhances its value for both practitioners and researchers alike.

Details

International Journal of Productivity and Performance Management, vol. 67 no. 5
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 1 November 2022

Mahesh K. Nalla, Anna Gurinskaya and Hanif Qureshi

The focus of this study is to examine Indian police officers' punitiveness toward violators of criminal sanctions attached to COVID-19 mitigation laws enacted by the…

Abstract

Purpose

The focus of this study is to examine Indian police officers' punitiveness toward violators of criminal sanctions attached to COVID-19 mitigation laws enacted by the Indian Penal Code. The authors draw from the conceptual frameworks and correlates typically employed in traditional crime and justice research and adapt them to the context of the pandemic. Additionally, the authors examine whether officers' punitive attitudes are related to their belief in self-legitimacy and their job assignment (civilian vs. armed personnel) in a country with inherited colonial policing legacies.

Design/methodology/approach

Data for the study came from 1,323 police officers in a northern state of India.

Findings

Findings suggest that officers with vicarious fear of COVID-19 infections (e.g. infection of family members) find the sanctions associated with the new laws harsh. Additionally, officers who subscribe to the classical attributions of offenders feel that the laws are not punitive enough. In contrast, those with deterministic views perceive the sanctions as excessively harsh. Findings also suggest that officers' self-legitimacy, and belief in the authority and responsibility vested in them, is a key predictor of their punitive attitudes. Finally, officers assigned to police lines are more punitive than those designated to patrol/traffic work.

Research limitations/implications

Data or prior research on officers' punitive attitudes toward other violations (non-COVID-19 violations) is unavailable for comparison with this study’s findings.

Originality/value

No prior research has examined the relationship between police officers' perceptions of self-legitimacy, their belief in the authority vested in them by the state, their belief in their role as police officers and their relationship to their punitive attitudes.

Details

Policing: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1363-951X

Keywords

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