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Article
Publication date: 7 January 2019

Indrajit Roy and Narayanan K.

This paper aims to analyse the change in performance of parent Indian firms (home effects) who have invested in overseas locations in recent times.

Abstract

Purpose

This paper aims to analyse the change in performance of parent Indian firms (home effects) who have invested in overseas locations in recent times.

Design/methodology/approach

Difference-in-difference (DiD) estimate of home effects using farm level data.

Findings

Home effects of Indian outward foreign direct investment (OFDI), in general, are insignificant. However, in the case of OFDI directed only to non-offshore financial centre (OFC), some firms did enjoy beneficial home effects with respect to turnover, current ratio and leverage ratio. In the case of OFDI directed purely to OFC locations, some of the parameters exhibited negative home effects. In the subsample of Indian OFDI directed to combination of OFC and non-OFC locations, the results show positive home effects with respect to export, operating profit margin and forex earnings; however, impact on turnover seems to be negative for all the quartiles.

Research limitations/implications

Estimation of home effects using data over longer horizon may yield robust outcome.

Practical implications

These results make a strong case to draw a distinction among OFDIs to OFC, non-OFC and combination of OFC and non-OFC locations in studying the beneficial home effects of OFDI.

Originality/value

To the authors’ knowledge, this is the first paper which estimates home effects of different groups of Indian firms (based on their investment locations and size class) using difference-in-difference estimate.

Details

Journal of Asia Business Studies, vol. 13 no. 1
Type: Research Article
ISSN: 1558-7894

Keywords

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Article
Publication date: 18 June 2018

Sheila Roy and Indrajit Mukherjee

In the context of sequential multistage utilitarian service processes, the purpose of this study is to develop and validate propositions to study the impact of service…

Abstract

Purpose

In the context of sequential multistage utilitarian service processes, the purpose of this study is to develop and validate propositions to study the impact of service quality (SQ) perceptions developed in intermediate stages, along with the impact of service gestalt characteristics, such as peak and end experiences, on quality perception at each stage and on overall service quality (OSQ) perception. The cascade phenomenon (interdependency between process stages) is considered in the evaluation of OSQ perception of customer, who experiences service through a series of planned, distinct and partitioned sequential stages.

Design/methodology/approach

In this paper, a conceptual framework is used to evolve the propositions. Subsequently, propositions are tested in three different utilitarian service contexts wherein customer survey was conducted for feedback on attributes at each stage, summary perception evaluations of each stage and OSQ evaluation of multistage process. Peak experiences, considered for OSQ evaluation, were defined by a suitable statistical technique. Ordinal logistic regression with nested models is the technique used for analyzing the data.

Findings

This work reveals significant cascade effect of summary evaluation of intermediate stages on the subsequent stage. Peak customer experience (negative or positive) is observed to be marginally significant on intermediate stage and OSQ evaluation. In addition, OSQ is observed to be influenced by summary perception evaluations of intermediate stages, which leads to better model adequacy. Finally, among all the stages, end stage performance is observed to have a significant impact on the overall multistage SQ.

Practical implications

The findings suggest that in view of the cascade effect of intermediate stages, managers need to allocate resources to ensure that all stages are performing at an adequate level instead of only focusing on improving peaks and end effects of customer experiences. The proposed approach is easy to implement and suitable for evaluating SQ and OSQ in varied multistage sequential utilitarian service environment.

Originality/value

An integrated approach for evaluation of SQ in sequential multistage utilitarian service processes is proposed from the perspective of cascade effect of intermediate stages and peak and end effects on OSQ perception.

Details

International Journal of Quality and Service Sciences, vol. 10 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

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Article
Publication date: 4 September 2017

Sheila Roy and Indrajit Mukherjee

The purpose of this paper is to develop a tool, “The Excellence Grid,” to categorize attributes on the basis of their ability to impact customer perception of “excellence”…

Abstract

Purpose

The purpose of this paper is to develop a tool, “The Excellence Grid,” to categorize attributes on the basis of their ability to impact customer perception of “excellence” in service compared to perception of “good” service. In addition, provide a three dimensional (3D) model for excellence-performance analysis, which can aid managers in formalizing the strategies for building perceptions of excellence about the service.

Design/methodology/approach

The positive zone of performance is analyzed through a two-function modeling technique of ordinal logistic regression (OLR) with the non-proportional odds to categorize attributes on grid. Tool is applied to two case studies to validate and establish the asymmetric impact of attributes on perceptions of “good service” and “excellent service.”

Findings

Similar to the Kano model for impact of attributes on positive and negative performances, findings from cases confirm the asymmetric impact of attributes on the positive zone of performance and establish “Excellence Grid” as a means to categorize attributes as drivers of excellence.

Practical implications

The “Excellence Grid” tool is expected to empower managers to focus on strategies directed toward the goal of “service excellence” and recommends that managers should not only strive for process improvement, but also sharpen the external communication of service excellence.

Originality/value

The “Excellence Grid” and the “3D Excellence-Performance model,” proposed in this research, are expected to enrich the body of knowledge on operational tools to achieve service excellence. Using parameter estimates of the two-function model of OLR for service quality has not yet been reported in open literature.

Details

International Journal of Quality & Reliability Management, vol. 34 no. 8
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 11 April 2008

Georgios Lappas

The focus of this paper is a survey of web‐mining research related to areas of societal benefit. The article aims to focus particularly on web mining which may benefit…

Abstract

Purpose

The focus of this paper is a survey of web‐mining research related to areas of societal benefit. The article aims to focus particularly on web mining which may benefit societal areas by extracting new knowledge, providing support for decision making and empowering the effective management of societal issues.

Design/methodology/approach

E‐commerce and e‐business are two fields that have been empowered by web mining, having many applications for increasing online sales and doing intelligent business. Have areas of social interest also been empowered by web mining applications? What are the current ongoing research and trends in e‐services fields such as e‐learning, e‐government, e‐politics and e‐democracy? What other areas of social interest can benefit from web mining? This work will try to provide the answers by reviewing the literature for the applications and methods applied to the above fields.

Findings

There is a growing interest in applications of web mining that are of social interest. This reveals that one of the current trends of web mining is toward the connection between intelligent web services and societal benefit applications, which denotes the need for interdisciplinary collaboration between researchers from various fields.

Originality/value

On the one hand, this work presents to the web‐mining community an overview of research opportunities in societal benefit areas. On the other hand, it presents to web researchers from various disciplines an approach for improving their web studies by considering web mining as a powerful research tool.

Details

Online Information Review, vol. 32 no. 2
Type: Research Article
ISSN: 1468-4527

Keywords

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