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1 – 10 of 154
Article
Publication date: 4 January 2022

Tejanshu Sekhar Sahu, Allan George, Basil Kuriachen, Jose Mathew and P.B. Dhanish

This paper aims to focus on analysing the wear characteristics of tungsten carbide tools on which various micro patterns are fabricated to study its effect on the…

Abstract

Purpose

This paper aims to focus on analysing the wear characteristics of tungsten carbide tools on which various micro patterns are fabricated to study its effect on the machinability of Ti-6Al-4V at dry turning conditions.

Design/methodology/approach

Micro-patterns such as dimples, linear grooves and a novel combination of dimples and linear grooves were fabricated on rake faces of uncoated tools by micro-EDM process. Impact of these patterns on tool wear and chip morphology characteristics under dry machining conditions were analysed, and their performances were compared with the non-textured tool (NTT).

Findings

Encouraging results in terms of minimal tool wear and favourable chip morphology characteristics were observed in case of all the textured tools, which demonstrated better tribological characteristics in contrast to NTT. The average flank wear was reduced by 43.5, 32 and 24.7% in dimple textured tool (DTT), linear textured tool (LTT) and hybrid textured tool (HTT), respectively, as compared to NTT. The average chip curl diameters measured for NTT, DTT, LTT, and HTT were observed to be 6.60, 3.51, 4.0 and 4.31 mm, respectively.

Originality/value

The contribution of this work lies in fabricating innovative patterns using cost-effective micro-EDM process and analysing how the patterns, depending upon their dimensional area and wear debris accumulation characteristics, influence the machinability of Ti-6Al-4V in the absence of any lubrication mediums.

Details

Industrial Lubrication and Tribology, vol. 74 no. 1
Type: Research Article
ISSN: 0036-8792

Keywords

Article
Publication date: 14 October 2021

Ajay Jose, Sonia Mathew, Rejikumar G., Dony Peter Chacko and Ajith K. Thomas

The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime…

Abstract

Purpose

The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents.

Design/methodology/approach

A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale.

Findings

The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction.

Practical implications

The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process.

Originality/value

This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.

Details

International Journal of Quality and Service Sciences, vol. 14 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 3 June 2022

Ubais Parayil Iqbal, Sobhith Mathew Jose and Muhammad Tahir

This study aims to focus on delineating the drivers of intention to adopt mobile banking (m-banking) and its actual use among Islamic banking customers by extending the…

Abstract

Purpose

This study aims to focus on delineating the drivers of intention to adopt mobile banking (m-banking) and its actual use among Islamic banking customers by extending the UTAUT2 model with the trust factor. The study also examined the moderating roles of age, gender and experience in the model.

Design/methodology/approach

An explanatory research design was used, and an online survey was conducted to collect responses from Islamic banking customers. A total of 329 completed responses were used to analyze the data. The partial least squares method was used for data analysis, and a multi-group analysis was applied for moderation-related analysis.

Findings

Trust positively and significantly influences the behavioral intention to adopt m-banking among Islamic banking customers. In addition, social influence, effort expectancy, hedonic motivation and habits significantly influence behavioral intentions among Islamic banking customers.

Originality/value

This study provides an extended UTAUT2 model that has never been tested in the context of Islamic m-banking. In addition, this study is expected to be the first scholarly research on Islamic banking in the Maldives.

Details

Journal of Islamic Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 25 November 2019

Jibin T. Philip, Deepak Kumar, S.N. Joshi, Jose Mathew and Basil Kuriachen

Electrical discharge machining (EDM) is well-known for its credibility in the processing of advanced materials, which are electrically conductive. The strenuous effort…

Abstract

Purpose

Electrical discharge machining (EDM) is well-known for its credibility in the processing of advanced materials, which are electrically conductive. The strenuous effort associated with machining of Ti6Al4V (Ti64) using conventional methods, and its low tribological behavior, present an immediate need to develop solutions to monitor and improve the compatible techniques such as EDM.

Design/methodology/approach

The present work includes following: monitoring the ED process parameters, namely, current (I) and pulse on time (Ton), in controlling the material removal rate and surface roughness (Ra and Sa) for development of tribo-adaptive surfaces; and investigation on the role of oxides pertinent to the tribo-behavior of Ti64 (bare and EDMed) surfaces.

Findings

The tribological behavior of Ti6Al4V surfaces got remarkably improved through ED machining, which points to the credibility of the process to establish itself as a surface alloying technique. The recast layer (RL, alloyed matrix) acted as a protective coating; stable enough to assist the developed tribo-oxides such as TiO and Ti8O15 in rendering improved sliding performance at load = 50 N and speed = 0.838 ms−1.

Originality/value

The surface modification through ED machining was experimentally proven to improve the wear behavior of Ti6Al4V surfaces.

Details

Industrial Lubrication and Tribology, vol. 72 no. 3
Type: Research Article
ISSN: 0036-8792

Keywords

Article
Publication date: 5 October 2021

G. Rejikumar, Asokan-Ajitha Aswathy, Ajay Jose and Mathew Sonia

Innovative restaurant service designs impart food wellbeing to diners. This research comprehends customer aspirations and concerns in a restaurant-dining experience to…

Abstract

Purpose

Innovative restaurant service designs impart food wellbeing to diners. This research comprehends customer aspirations and concerns in a restaurant-dining experience to develop a service design that enhances the dining experience using the design thinking approach and evaluates its efficiency using the Taguchi method of robust design.

Design/methodology/approach

The sequential incidence technique defines diners' needs, which, followed by brainstorming sessions, helped create multiple service designs with important attributes. Prototype narration, as a scenario, acted as the stimulus for evaluators to respond to the WHO-5 wellbeing index scale. Scenario-based Taguchi experiment with nine foodservice attributes in two levels and the wellbeing score as the response variable helped identify levels of critical factors that develop better FWB.

Findings

The study identified the best combination of factors and their preferred levels to maximize FWB in a restaurant. Food serving hygiene, followed by information about cuisine specification, and food movement in the restaurant, were important to FWB. The experiment revealed that hygiene perceptions are critical to FWB, and service designs have a significant role in it. Consumers prefer detailed information about the ingredients and recipe of the food they eat; being confident that there will be no unacceptable ingredients added to the food inspires their FWB.

Research limitations/implications

Theoretically, this study contributes to the growing body of literature on design thinking and transformative service research, especially in the food industry.

Practical implications

This paper details a simple method to identify and evaluate important factors that optimize FWB in a restaurant. The proposed methodology will help service designers and technology experts devise settings that consider customer priorities and contribute to their experience.

Originality/value

This study helps to understand the application of design thinking and the Taguchi approach for creating robust service designs that optimize FWB.

Details

Journal of Service Theory and Practice, vol. 32 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 24 June 2020

Sonia Mathew, Ajay Jose, Rejikumar G and Dony Peter Chacko

The study focuses on the core issue faced by bankers on how to retain existing customers who have encountered an e-service failure and who are skeptical about the justice…

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Abstract

Purpose

The study focuses on the core issue faced by bankers on how to retain existing customers who have encountered an e-service failure and who are skeptical about the justice received through the service recovery process. It further endeavors to create an internal bench-marking model for assessing e-service recovery satisfaction.

Design/methodology/approach

By the experimental study, the authors confirm a measurement model using structural equation modeling for examining the impact of perceived service recovery quality antecedents on e-service recovery satisfaction moderated by perceived justice. In total, responses from 399 e-banking customers, who had experienced a e-service failure, were recorded using a 5-point Likert scale with a structured questionnaire.

Findings

The perceived e-service recovery quality antecedents identified were perceived information quality, digital commitment, perceived employee performance and perceived service orientation of organization. The empirical results revealed that “perceived information quality” was the most significant predictor of e-service recovery satisfaction. Perceived justice moderates the relation between perceived service recovery quality and e-service recovery satisfaction.

Research limitations/implications

The research does not contemplate the e-service recovery satisfaction of customers who have undergone multiple service failures.

Practical implications

The conclusions of the investigation suggest that the four antecedents of perceived e-service recovery quality model are suitable instruments for creating benchmarks for e-service recovery satisfaction for banks, and that perceived justice moderates the relationship between e-service recovery quality and e-service recovery satisfaction. Therefore, policymakers in banks can use this model to assess the e-service recovery quality, and they ought to enhance the perceived justice feel of the customers who have experienced a service failure.

Originality/value

There remains scarcity of empirical research focusing on perceived information quality and digital commitment as antecedents of perceived e-service recovery quality and its effect on e-service recovery satisfaction in the banking context. Furthermore, similar studies within the banking sector have rarely considered perceived justice as a moderator variable. Hence, this paper attempts to accomplish the research gap by empirically testing the e-service recovery satisfaction level of a large sample of the population toward four antecedents of perceived e-service recovery quality rendered by banks and create a benchmark model to ascertain e-service recovery satisfaction.

Article
Publication date: 29 March 2022

Sweta Srivastava Malla and Sanjay Malla

The purpose of this paper is to identify select antecedents for affective commitment (AC) and whether organizational trust (OT) mediates the relationship between…

Abstract

Purpose

The purpose of this paper is to identify select antecedents for affective commitment (AC) and whether organizational trust (OT) mediates the relationship between dimensions of organizational justice (OJ) and AC.

Design/methodology/approach

Using a survey-based design, data were collected from employees across industry verticals who were working in various organizations and participated in an executive management program at an Indian management institute. Analysis was carried out using a partial least square-based package of ADANCO 2.2.1.

Findings

In line with cross-cultural research, the results indicated that distributive and informational justice contribute toward employees' AC. In addition, the findings confirmed that OT mediates the justice-AC relationship for distributive, interpersonal and informational justice. The role of job satisfaction (JS) as an important antecedent was also identified.

Practical implications

The evidence-based findings, as represented in importance–performance map analysis (IPMA), will help the organizational leaders understand the factors responsible for employees' AC. Leaders will appreciate the important role played by justice, fairness and OT in enhancing commitment. The importance of JS was also highlighted.

Originality/value

This is a pioneering study to provide empirical evidence of the moderating effect of trust on OJ and the AC relationship. It is also one of the first to consider all of the four dimensions of OJ as possible antecedents for AC in a non-Western context.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 8 July 2021

Arun Aggarwal, Kamrunnisha Nobi, Amit Mittal and Sanjay Rastogi

The personality of an individual plays a vital role in the way an individual perceives organizational politics and justice in the workplace. However, there is meager…

Abstract

Purpose

The personality of an individual plays a vital role in the way an individual perceives organizational politics and justice in the workplace. However, there is meager research on how an individual's personality affects the perceptions of organizational politics and justice. This study endeavors to fill this gap by analyzing the mediating role of organizational politics perceptions on the relationship between Big Five personality dimensions and organizational justice by controlling various demographic variables. The study also proposes a benchmarking model that the policymakers can use to create positive organizational justice perceptions.

Design/methodology/approach

In this cross-sectional research, the data were collected through a multi-stage random sampling technique from 493 faculty members working in four public universities of Punjab, India. Out of 493 employees, 76.9% of the employees were assistant professors, 12.0% were associate professors and 11.2% were assistant professors. 51.5% of the employees were female, and 48.5% of the employees were male. To test the proposed hypothesized relationships, a structural equation modeling technique was used.

Findings

Results of the structural equation modeling showed that openness to experience, conscientiousness and extraversion have a negative relationship with perceptions of organizational politics. However, their relationship with perceptions of organizational justice is positive. Neuroticism has a positive relationship with perceptions of organizational politics, whereas it has a negative relationship with perceptions of organizational justice. Results also showed that high perceptions of organizational politics have a negative effect on employee's perceptions regarding organizational justice. The mediation analysis results showed that perceptions of organizational politics mediate the relationship between an individual's personality and perceptions of organizational justice.

Originality/value

There is a scant amount of research available that considers Big Five personality dimensions and organizational politics as the antecedents of organizational justice. Hence, the current study tries to fill this research gap by proposing a research model on antecedents and consequences of perceptions of organizational politics based on the cognitive-affective processing system (CAPS).

Details

Benchmarking: An International Journal, vol. 29 no. 3
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 27 May 2021

Pushpender Kumar, Anupreet Kaur Mokha and Subash Chandra Pattnaik

The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role…

1491

Abstract

Purpose

The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry.

Design/methodology/approach

The data were collected from customers of 10 banks (5 public and 5 private sector banks) of Delhi, India. In total, 836 useable structured questionnaires were filled, and the data were analyzed using structural equation modeling (SEM) through AMOS.

Findings

The results revealed that customer experience mediated the relationship between E-CRM and customer satisfaction confirming well with the hypothesized model.

Research limitations/implications

The model was tested in the domain of banking industry; future results may be conducted in different domains for improving generalizability. A comparative study between public and private sector banks in terms of E-CRM, customer experience and customer satisfaction could also be conducted.

Originality/value

The study was the first to unequivocally analyze the influence of the E-CRM on customer satisfaction through customer experience in the banking industry. The study also introduced stimulus-organism-response (S-O-R) model as a theoretical support to associate E-CRM to customer satisfaction through customer experience. Thus, this study will enhance the current knowledge base and will also aid E-CRM managers amid decision-making process.

Details

Benchmarking: An International Journal, vol. 29 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 10 June 2021

Deepika Jhamb, Nidhi Kampani and Vikas Arya

The study aims to explore the themes responsible for employee orientation and further their role in building strong customer relationships in telecom and organized retail…

Abstract

Purpose

The study aims to explore the themes responsible for employee orientation and further their role in building strong customer relationships in telecom and organized retail outlets in emerging markets.

Design/methodology/approach

Employing the qualitative approach, a total of 31 in-depth interviews with customer relationship management (CRM) officers of telecom and organized outlets were carried out. Data were analysed using NVIVO-12 plus and ATLAS tools.

Findings

The analysis extracted 13 unique themes namely training and development, communication skills, convincing skills, interpersonal skills, knowledge management, grievance handling, organisation's culture development, service climate, adaptive behaviour, customer retention skills, customer profiling, trust and commitment, and suitability of employees. The results claimed that these themes can assist in building strong customer relationships. However, the extent of the significance of themes may vary for telecom and organized retail outlets.

Research limitations/implications

The findings have vital implications for frontline employees to drive customer value as they directly involve with customers. Findings further suggest that hiring of employees according to their location and catchment area of outlets are utmost important.

Originality/value

Employee orientation is an indispensable determinant in building a sustainable relationship with customers through uniqueness and consistency in meeting customers' expectations. This is a first attempt to explore the various unique themes responsible for employee orientation and the imperative role of such themes in maintaining long-lasting customer relationships.

Details

Benchmarking: An International Journal, vol. 29 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

1 – 10 of 154